People Center Lead: Employee Experience & Service

Southern Glazer's Wine & Spirits

Dallas (TX)

On-site

USD 120,000 - 170,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) match

Flexible work arrangements

Job summary

Jobtailor is seeking an experienced leader to head the People Center, setting priorities, goals, and service strategies aligned with organizational objectives. You will coach a high-performing team and build strong partnerships with HR and business leaders to elevate employee support.

Responsibilities include designing end-to-end employee support experiences, ensuring consistent service delivery across channels, analyzing feedback and metrics, and driving automation and knowledge resources.

Qualifications

Bachelor’s degree plus 5 years of experience; or an equivalent combination of education and experience
Minimum 3 years of experience managing and developing a team in a customer service, HR operations, shared services, or employee support environment
Advanced HR generalist knowledge across the employee lifecycle and core HR disciplines
Demonstrated expertise in customer service operations, employee support, case management, and service excellence
Strong understanding of operating models, resource planning, process improvement, and organizational priorities
Ability to build business cases, assess costs, allocate resources, and apply financial insights to decision-making
Technical aptitude to administer, support, and optimize technology solutions
Experience leveraging technology solutions to support, optimize, and enhance service delivery
Ability to sit and type/keyboard using a computer for considerable periods
May require occasional lifting up to 20 lbs

Responsibilities

Lead the People Center team by establishing priorities, goals, performance standards, and service strategies aligned with organizational objectives
Coach, develop, and engage a high-performing team while fostering accountability, collaboration, continuous learning, and employee advocacy
Align staffing, resources, and capabilities with evolving business and employee needs
Build partnerships with HR, business leaders, and key stakeholders to strengthen service delivery and employee support
Design, manage, and continuously improve the end-to-end employee support experience
Ensure accurate, consistent, timely, and employee-centered service delivery across all support channels
Analyze employee feedback, service metrics, case trends, and root causes to identify improvement opportunities
Drive adoption of self-service capabilities and maintain quality, accessibility, and upkeep of knowledge resources
Simplify, standardize, automate, and optimize processes and workflows
Oversee service technologies including case management systems, telephony, virtual assistants, analytics, workflow tools, and system integrations
Monitor operational performance and implement improvements to productivity, service quality, and employee satisfaction
Promote awareness and utilization of People Center services
Identify and implement innovative solutions that increase the value, effectiveness, and reach of People Services
Perform other job-related duties as assigned