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The People Service Delivery (PSD) team’s mission is to run the best people focused service delivery business in the industry. Leading with care and empathy, we develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do the best work of their careers. As part of PSD, the Service Intake and Transformation Team drives the seamless delivery of HR services to Meta employees through proactive planning, centralized decision making, and project governance. The Service Intake and Transformation Lead is responsible for managing large-scale transformation projects aimed at improving our business. This lead influences the direction of programs to ensure solutions are scalable and aligned to long term strategy. Working closely with leaders across People Operations, executive sponsors, and other key XFN stakeholders, the Service Intake and Transformation Lead challenges assumptions and the status quo to improve processes, reduce barriers, and mitigate risks. This role requires the ability to build trust with leadership and manage communication channels across all levels of the organization. The Service Intake and Transformation Lead is an important spokesperson for sharing program vision, strategy, benefits, direction, status, and recommendations. This person does not need to have the “correct” answer to everything but, rather, should be able to quickly drive the conversation toward a productive, programmatic solution by including the right people, process, and technology. The ideal candidate will exhibit leadership, persistence, patience, attention to detail, self-motivation, and have a collaborative and positive attitude.

People Service Intake and Transformation Lead Responsibilities:

• Develop project charters and operate complex business and operational programs with little to no oversight
• own development, organization, and execution of large, complex business/operational projects from inception to execution
• Improve efficiency and the quality of systems and operations through designing and implementing end-to-end process frameworks, change management, and optimization initiatives
• Manage and simplify complex business problems, leverage and analyze data to determine opportunities, drive quick decisions, and create cases for change where appropriate
• Partner with HR Tech and vendors to identify and implement appropriate technology solutions to support business transformation
• Oversee system integration efforts and ensure smooth transition and adoption of new technologies
• Make appropriate tradeoffs to optimize time-to-release, clearly communicate goals, roles, responsibilities, and desired outcomes to internal XFN stakeholders
• Exercise sound and practical business judgment and the ability to think strategically and implement practical and actionable solutions
• Facilitate effective communication channels and mechanisms to promote collaboration and engagement, partner with XFN partners and leadership to operationalize initiative goals, maintain accurate priorities, and hold teams accountable for execution
• Effectively and simply communicate complex concepts multiple stakeholder groups
• maintain open, candid, and trusting work relationships
• Design change management for implementation to drive adoption of new processes or changes
• Develop training and communication plans for all levels, locations, and XFN partners
• Monitor stabilization of changes to ensure processes are executed per design

Minimum Qualifications:

• 5+ years of experience managing large-scale, global transformation/continuous improvement initiatives aimed at improving business processes, systems, and operations with demonstrable business results
• Experience operating independently through ambiguity, being detail-oriented, and delivering results in a highly organized and structured manner
• Experience problem solving using data, translating thorough examination and analysis into action
• Experience working in an XFN environment, consensus building, collaboration, and getting colleagues onboard with benefits of transformational change
• Experience to effectively build relationships, collaborate with, and motivate XFN teams across all levels OR

Preferred Qualifications:

• Understanding and facilitating change in a dynamic environment - handling challenge and pushback from senior stakeholders
• Effective communication skills, including the experience defining and simplifying complex concepts and communicating them back to stakeholders
• Experience being adaptable and resilient when faced with conflicting priorities, multi-tasking to get things done in a fast-paced, ambiguous environment
• Experience in requirement analysis techniques/methodologies and delivering business value through process improvement in high-tech operations space
• Knowledge and understanding of the tech / software industry business models and core processes
• Breadth of knowledge of LEAN tools and methodologies
• Bachelor's degree in a technical, business, or operations discipline or equivalent experience

About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.