Senior Manager, Employee Service Center

Role Overview

• The Senior Manager, Employee Service Center is someone who is both hands-on and strategic to help run the day-to-day activities of the Employee Service Center as well as implement the vision for our strategy.
• This includes, but is not limited to, integrating standard processes & trends, supporting tools (Service Now, Workday, etc.), and collaborating with the Employee Service & Operations Process Team to scale the HR systems and processes required to support Zillow Group.
• Lead two managers and their teams (Contact Center & Data Team) who are responsible for delivering a customer-centric approach to fielding, resolving, or routing all inbound HR-related inquiries coming from current and prospective Zillow Group employees.
• Provide guidance to partners at all levels on Employee Service policies, procedures, and standard processes.
• Serve as primary representative for internal and external operational audits, develop corrective action plans, and provide reporting to leadership.

Requirements

• 7+ years leading mid-sized HR teams and developing junior leaders
• 5+ years designing and implementing scalable, self-service processes in an operations/HR role re: people operations, employee service or shared services
• Previous role building the employee service/resource center for an organization of 5k+ employees, ideally with a variety of employee types across corporate & field
• Examples of implementing standards for operational excellence
• Experience leading broad/cross-functional organizational change efforts
• Experiences supporting shared services teams using Workday, ServiceNow, Anaplan (or other HRIS, ticketing, and headcount planning systems)
• Proficient in Google Suite, Excel, PowerPoint and project/program management tools.

Tech Stack

• ServiceNow

Benefits

• In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
• Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.