SENIOR MANAGER – EMPLOYEE EXPERIENCE PROCESS DESIGN OTIS (Remote)

Otis Elevator Co. is the world’s leading elevator and escalator manufacturing, installation, and service company, serving customers and passengers across more than 200 countries and territories. The Senior Manager – Employee Experience Process Design will shape, redesign, and optimize HR operational processes to improve colleague experience, efficiency, compliance, and scalability. The role partners with HR operations, technology, and business stakeholders to translate needs into process improvements and drive initiatives from design through implementation.

Responsibilities:

• Lead the review and redesign of core HR processes (e.g., onboarding, offboarding, job changes, leave management) with a focus on experience, efficiency, and compliance
• Translate business needs into HR operational requirements, ensuring processes are fit-for-purpose and future-ready
• Partner with HR Operations, HR Technology, and Business stakeholders to co-create and implement process improvements
• Facilitate workshops and design sessions to gather insights, map pain points, and prototype new process flows
• Define and maintain process documentation, including workflows, SOPs, and service delivery models
• Monitor process performance and identify opportunities for continuous improvement, standardization and optimization of HR processes and systems, and work them from design to implementation
• Ensure alignment with global HR strategy, compliance standards, and digital transformation initiatives
• Act as a thought leader in HR service design, bringing in external benchmarks and innovative practices
• Put the colleague experience as priority in delivery of HR services and technology implementations
• Monitor process adoption and maturity levels for key service management topics
• Utilize continuous improvement (OPXL) principles, processes and tools to identify, define & implement systemic improvements that promote and sustain the overall business strategies for HR Ops & Tech

Requirements:

• Proven experience in HR process design, HR operations, or HR transformation roles
• Strong understanding of end-to-end HR lifecycle processes and service delivery models
• Demonstrated ability to work with senior stakeholders and influence across functions
• Experience with process mapping tools (e.g., Visio, Miro, Lucidchart) and HR systems (e.g., Workday, SAP SuccessFactors, ServiceNow HRSD)
• Excellent communication, facilitation, and stakeholder management skills
• Analytical mindset with the ability to interpret data and drive decisions
• Experience in agile environments or familiarity with design thinking is a plus
• Bachelor's or Master's degree in Human Resources, Business Administration, or related field
• Certification in Lean, Six Sigma, or process improvement methodologies
• Experience in global or matrixed organizations