People Service Delivery Manager

The People Service Delivery (PSD) team's mission is to run an efficient, people-focused service delivery operation. Leading with care and empathy, we develop thoughtful processes, systems, and programs. We ensure that employees feel heard and have the resources and support they need at the moments that matter most, so they can do the best work of their careers.

The People Service Delivery Manager sits at the intersection of people leadership, people operations domain expertise, and hands-on engineering.

This role is the business owner for scaling the people service delivery function: building an operations team with clear goals, defined metrics, and consistent delivery outcomes, owning large-scale transformation programs end to end, and setting technical direction for the solutions those programs depend on.

This manager reads HR, payroll, benefits, leaves and people-operations workflows fluently, identifies where the seams and inefficiencies are, and brings a “tech first” mindset to closing any gaps.

Working closely with leaders across People Operations, executive sponsors, engineering, and other key XFN stakeholders, this manager challenges assumptions and the status quo to improve processes, reduce barriers, and mitigate risks. Much of the work is greenfield: problems arrive without a playbook, and this manager defines the path as they walk it.

What matters is not having the “correct” answer to everything, but the ability to quickly drive the conversation toward a productive solution by bringing together the right people, process, and technology, including building a working prototype when that is the fastest way to create clarity.

A key expectation of this role is to be an active driver of AI solutions and creative problem-solving in operations. This manager looks for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring clear governance, quality, and appropriate handling of sensitive information.

Responsibilities

• Lead the People Service Delivery Operations team, ensuring that programs are well managed and that employees receive the support they need throughout the employment lifecycle
• Build and lead teams with clear goals and accountability, improving organizational performance and health, developing functional and subject-matter expertise, identifying growth areas, and leading with care
• Own delivery of large, complex business and operational programs from inception through launch; own the roadmap and scoping, make trade-offs to optimize time-to-release, and clearly communicate goals, roles, responsibilities, and desired outcomes
• Set technical direction for tooling that removes manual effort from people's operations workflows, ensuring a sound system architecture and production-quality delivery
• Guide the team in deconstructing end-to-end employee lifecycle journeys (from hire through movement, leave, and exit) to identify seams, handoff failure points, and automation opportunities, and ensure that the team builds the solutions that address them
• Drive AI-enabled operational improvements, including use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes
• Partner with global XFN leaders, HR Tech, engineering teams, and vendors to identify, build, and implement technology solutions, overseeing system integration and smooth transition and adoption
• Navigate complex global requirements and regulatory constraints, guiding the team to design programs that meet challenging business objectives with the operational rigor that Meta's quality standards require
• Establish a culture of proactive risk identification, escalation, and mitigation rather than a reactive response
• Move fluidly between audiences (SMEs, leadership, engineering, and executive leaders), simplifying complex technical concepts without losing precision, coaching the team to do the same, and modeling open, candid, and trusting working relationships
• Monitor stabilization of changes to ensure that processes and systems are executed per design, with clear team ownership for sustained outcomes

Qualifications

• 12+ years of experience managing large-scale, global transformation or continuous improvement initiatives aimed at improving business processes, systems, and operations, with demonstrable business results
• Domain knowledge of HR, payroll, benefits, leaves, accommodations, entity management, or people-operations processes, or demonstrated experience in ramping quickly into a complex operational domain
• Experience building, managing, and scaling high-performing operational teams delivering people services at scale, including coaching, performance management, and talent development
• Experience designing or operating HR processes spanning multiple stages of the employee lifecycle (e.g., hire and onboarding, movement, benefits, leaves and accommodations, compensation and payroll events, and offboarding), with an understanding of how upstream decisions create downstream operational loads
• Experience operating independently through ambiguity on problems without an established playbook, navigating competing and shifting priorities to maintain momentum, and delivering results in a structured and well-documented manner
• Experience problem-solving using data and requirement analysis techniques, translating thorough examination and analysis into action
• Experience defining, tracking, and improving operational metrics to drive team performance
• Experience working in a cross-functional environment: building relationships, consensus, and collaboration across all levels (technical and non-technical), and navigating challenges and pushback from leadership stakeholders to land transformational change
• Comfortable with ambiguity: it thrives where no playbook exists and builds the path forward
• Experience in a shared service environment with customer satisfaction at the forefront and center
• Bachelor's degree in a technical, business, or operations discipline, or equivalent experience Knowledge and understanding of tech and software industry business models and core processes, including delivering business value through process improvement in a high-tech operations space
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Comfortable working in a modern web stack (TypeScript, React) and able to hold substantive technical conversations with engineering partners
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Experience building internal tooling or automation for HR, payroll, benefits, leaves, accommodations, or other operational functions