People Service Delivery Manager

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 Manager sits at the intersection of people leadership, people operations domain expertise, and hands-on engineering. This role is the business owner for scaling the people service delivery function: building an operations team with clear goals, defined metrics, and consistent delivery outcomes, owning large-scale transformation programs end to end, and setting technical direction for the solutions those programs depend on. This manager reads HR, payroll, benefits, and people-operations workflows fluently, identifies where the seams and inefficiencies are, and brings a “tech first” mindset to closing any gaps. Working closely with leaders across People Operations, executive sponsors, engineering, and other key XFN stakeholders, this manager 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 manager defines the path as they walk it. What matters is not having the “correct” answer to everything, but 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 manager 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 clear governance, quality, and appropriate handling of sensitive information.