Manager, People Services

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Skills you'll use

What you'll do

• Lead, coach, and develop the People Services team, setting clear goals, managing capacity and workload, and building a high-performing, service-minded culture.
• Own delivery and quality standards for high-volume transactional People work across the employee lifecycle (onboarding, employee changes, records, offboarding, and employee queries), holding the team to the highest accuracy bar.
• Define, manage, and report service levels: response and resolution times, SLAs, and quality scores.
• Ensure a stellar employee experience in every interaction, timely, accurate, empathetic, and easy.
• Continuously assess workflows to identify, prioritize, and scope the ones that should be automated, partnering with the People Product Manager to design and deploy those automations and agents.
• Manage case handling and routing within the tiered service model, resolving at the People Services tier where possible, escalating complex cases to experts, and driving deflection to self-service.
• Build and maintain SOPs, playbooks, and quality controls so execution is consistent, compliant, and repeatable across regions.
• Monitor volume trends and root causes, reducing recurring tickets through process fixes, better documentation, and automation.

Who can apply

• 5+ years in People/HR Operations, shared services, or service delivery, including direct team leadership or people management.
• Proven track record running high-volume transactional work to a high quality and accuracy standard.
• Experience defining and managing SLAs, quality metrics, and day-to-day service delivery.
• Strong process-improvement instinct: able to spot and prioritize what to automate and partner effectively on building it.
• Employee-experience mindset, with a bias for making interactions easy and getting the details right.
• Comfort leveraging People systems and workflow or case-management tools, and partnering with HR Technology rather than administering systems directly.
• Familiarity with AI or automation in an operations context is a plus.
• Excellent communication and people-leadership skills.
• Ability to handle sensitive situations and maintain strict confidentiality.
• Bachelor's degree required.

About Ethos Life

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