About the Role:

We are seeking a highly organized and strategic Head of HCM Operations to support the ongoing success of our Human Capital Management (HCM) and SoR (System of Record) accounts. This role is pivotal in ensuring seamless scoping, servicing, and support for our clients, driving operational excellence and client satisfaction. You will be the operational backbone, working closely with commercial teams to deliver exceptional service in support of these strategic relationships.

As a people leader, you will manage the teams responsible for the execution of onboarding and ongoing enablement of partner service teams, ensure accurate reporting and monitoring of product impact metrics, and provide expert support for partner-level service needs. This role demands a deep understanding of HCM solutions, strong operational leadership, and a passion for delivering exceptional client experiences.

Responsibilities:

• Operational Execution & Management:
• Oversee the scoping process for new and existing HCM accounts, ensuring accurate and comprehensive requirements gathering.
• Lead the execution of all service delivery activities, ensuring adherence to established processes and timelines.
• Manage and optimize operational workflows to enhance efficiency and effectiveness.
• Establish and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement.1
• Ensure accurate and timely reporting of product impact metrics, providing insights to internal stakeholders.
• Manage and maintain operational documentation and knowledge bases.
• Client Support & Service Delivery:
• Serve as the primary point of contact for client-level service questions and operational inquiries and level-two support for employer level questions, where appropriate.
• Ensure timely and effective resolution of client issues, escalating complex problems as needed.
• Proactively identify and address potential operational challenges, ensuring smooth service delivery.
• Support the development and implementation of client-specific service plans.
• Monitor and analyze client feedback to identify areas for service improvement.
• Enablement & Training:
• Lead the execution of enablement activities for clients and internal teams, ensuring effective product adoption and utilization.
• Develop and deliver training programs on HCM solutions and operational processes.
• Ensure that all relevant stakeholders have the necessary knowledge and skills to support client needs.
• Facilitate knowledge sharing and best practice dissemination.
• Product Impact & Reporting:
• Establish and maintain robust reporting mechanisms to track and monitor product impact metrics.
• Analyze product usage data and identify trends and insights.
• Provide regular reports to internal stakeholders on product performance and client utilization.
• Collaborate with product teams to provide feedback and insights on product enhancements.
• Cross-Functional Collaboration:
• Work closely with commercial teams (sales, account management) to ensure seamless handoffs and alignment on client expectations.
• Collaborate with product and engineering teams to address operational issues and provide feedback on product enhancements.
• Partner with client success teams to ensure a unified client experience.
• Ensure effective communication and coordination across all internal teams.

Qualifications:

• Bachelor's degree in business administration, operations management, or a related field.
• Proven track record of success in operations management, preferably within the HCM industry.
• Strong understanding of HCM solutions and operational processes.
• Excellent project management and problem-solving skills.
• Strong analytical and data-driven mindset.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Experience with SaaS platforms and operational tools.
• Experience delivering training and enablement activities.

The salary range for New York based candidates for this role is $175,000-$225,000. We use a location factor to adjust this range for candidates that are located outside of geographic region of our New York office. Placement within the salary band is determined based on experience.

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