People Service Delivery Lead

Job description

The People Service Delivery (PSD) team's mission is to run an efficient, people-focused service delivery operation. Leading with care and empathy, we develop thoughtful processes, systems, and programs. We ensure employees feel heard and have the resources and support they need at the moments that matter most, so they can do the best work of their careers. The People Service Delivery Lead sits at the intersection of people operations domain expertise and hands-on engineering. This role owns large-scale transformation programs end to end, and, unlike a traditional program role, also contributes to designing and building the solutions those programs depend on. This lead reads HR, payroll, and people-operations workflows fluently, identifies where the seams and inefficiencies are, and then helps architect tooling solutions that close them. Working closely with leaders across People Operations, executive sponsors, engineering, and other key XFN stakeholders, this lead challenges assumptions and the status quo to improve processes, reduce barriers, and mitigate risks. Much of the work is greenfield: problems arrive without a playbook, and this lead defines the path as they walk it. This person does not need to have the “correct” answer to everything. What matters is the ability to quickly drive the conversation toward a productive solution by bringing together the right people, process, and technology, including building a working prototype when that is the fastest way to create clarity. A key expectation of this role is to be an active driver of AI adoption and creative problem-solving in operations. This lead looks for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring strong governance, quality, and appropriate handling of sensitive information.