Manager Workmate Support

Job description

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team The Workday People & Purpose organization enables high performance for Workday by creating remarkable experiences for our employees, candidates, customers and communities we engage with through the people programs and services we deliver. As the company continues to scale, we are continuously transforming how we deliver services to our employees, including our Workmate Support organization focused on providing remarkable service and support experiences for all Workday employees. About the Role The Manager, Workmate Support will lead a team of employee support specialists who will play a key role in delivering high value support experiences to our employees. This leader will be a key member of our People Operations leadership team, leading our regional employee support organization. In this role, you will be accountable for leading our tier 1 support team, identifying best practices to provide seamless and high value support experiences to our employees, identify trends and opportunities to build out support resources and content, evaluate quarterly support metrics, etc. This is a fantastic opportunity for a leader who has a passion for exceptional customer service, a mindset for applying technology innovations to our support delivery model, and a solid HR practitioner background to help build our foundation. This leadership role will frequently interact with our support experience technology leader as well as our content leader to help improve our support platform and our knowledge platform. About You Basic Qualifications Hire, develop and mentor a team of highly capable, high performing, employee support specialists who are customer service all-stars and have a deep understanding of Workday’s policies, programs and organizational structure. Establish clear roles and responsibilities across our support delivery model between tier 1 and tier 2 teams. Partner with support experience business analyst, content business analyst and regional tier 1 and tier 2 teams to build robust Ai first support platforms, content and processes. Leverage metrics and feedback to inform opportunities to innovate the employee experience and optimize operational practices. Partner with People Operations and COE teams to ensure support teams and channels are ready and prepared to support our managers and workmates effectively with new program and process releases. Other Qualifications Progressive experience as a HR Generalist and/or HR Shared Services Operations background in a mid to large size corporate environment Previous leadership experience leading high performance teams. Exceptional communication and customer service focus with proven experience providing high quality customer support outcomes in high volume support environments Workday user experience a plus Ability to quickly context switch and influence across HR domains Project management Strong analytical skills, with a demonstrated ability to analyze information to identify the root causes of problems and proposing realistic and practical solutions to address them based on knowledge and understanding of the organization and its operating environment, as well as to mentor team members towards these capabilities. Note: Please apply in English Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter. Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law. Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law. If you require a reasonable accommodation, you may email accommodations@workday.com, as far in advance as possible. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.