People Service Delivery Manager

Meta Careers; New York (NY); On-site; USD 174,000 - 244,000; Full time

Job summary

Meta is seeking a People Service Delivery Manager to own and scale the people service delivery function. You will lead an operations team, drive large-scale transformation programs, and set the technical direction for tooling used in people operations across global stakeholders.

Responsibilities include driving AI-enabled improvements, building governance around sensitive information, and partnering with HR, engineering, and vendors to deliver end-to-end solutions that enhance employee

Qualifications

• 12+ years of experience leading large-scale transformation or process improvement initiatives.
• Domain knowledge of HR, payroll, benefits, or people-operations processes.
• Experience building and scaling high-performing operational teams delivering people services at scale.
• Ability to operate in ambiguity and deliver results in a detail-oriented, organized manner.

Responsibilities

• Lead the People Service Delivery Operations team and programs end-to-end.
• Set goals, establish metrics, and drive large, complex initiatives from inception to launch.
• Define tooling direction to remove manual effort from people operations workflows and ensure production-quality delivery.
• Drive AI-enabled operational improvements with governance and quality.

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.People Service Delivery Manager Responsibilities:Lead the People Service Delivery Operations team, ensuring programs are well managed and that employees receive the support they need throughout the employment lifecycleBuild and lead teams with clear goals and accountability, improving organizational performance and health, developing functional and subject-matter expertise, identifying growth areas, and leading with careOwn delivery of large, complex business and operational programs from inception through launchown the roadmap and scoping, make trade-offs to optimize time-to-release, and clearly communicate goals, roles, responsibilities, and desired outcomesSet technical direction for tooling that removes manual effort from people operations workflows, ensuring sound system architecture and production-quality deliveryGuide the team in deconstructing end-to-end employee lifecycle journeys (from hire through movement, leave, and exit) to identify seams, handoff failure points, and automation opportunities, and ensure the team builds the solutions that address themDrive AI-enabled operational improvement, including use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomesPartner with global XFN leaders, HR Tech, engineering teams, and vendors to identify, build, and implement technology solutions, overseeing system integration and smooth transition and adoptionNavigate complex global requirements and regulatory constraints, guiding the team to design programs that meet challenging business objectives with the operational rigor Meta's quality standards requireEstablish a culture of proactive risk identification, escalation, and mitigation rather than a reactive responseMove fluidly between audiences (SMEs, leadership, engineering, and executive leaders), simplifying complex technical concepts without losing precision, coaching the team to do the same, and modeling open, candid, and trusting working relationshipsMonitor stabilization of changes to ensure processes and systems are executed per design, with clear team ownership for sustained outcomesMinimum Qualifications:12+ years of experience managing large-scale, global transformation or continuous improvement initiatives aimed at improving business processes, systems, and operations, with demonstrable business resultsDomain knowledge of HR, payroll, benefits, entity management, or people-operations processes, or demonstrated experience ramping quickly into a complex operational domainExperience building, managing, and scaling high-performing operational teams delivering people services at scale, including coaching, performance management, and talent developmentExperience designing or operating HR processes spanning multiple stages of the employee lifecycle (e.g., hire and onboarding, movement, leaves and time away, compensation and payroll events, and offboarding), with an understanding of how upstream decisions create downstream operational loadExperience operating independently through ambiguity on problems without an established playbook, navigating competing and shifting priorities to maintain momentum, and delivering results in a detail-oriented, highly organized mannerExperience problem solving using data and requirement analysis techniques, translating thorough examination and analysis into actionExperience working in a cross-functional environment: building relationships, consensus, and collaboration across all levels (technical and non-technical), and navigating challenges and pushback from leadership stakeholders to land transformational changeExperience in a shared service environment with customer satisfaction front and centerBachelor's degree in a technical, business, or operations discipline, or equivalent experiencePreferred Qualifications:Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologiesDemonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologiesExperience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)Knowledge and understanding of tech and software industry business models and core processes, including delivering business value through process improvement in a high-tech operations spaceExperience building internal tooling or automation for HR, payroll, benefits, or other operational functionsComfortable working in a modern web stack (TypeScript, React) and able to hold substantive technical conversations with engineering partnersDemonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)About Meta:Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [e-mail].$174,000/year to $244,000/year + bonus + equity + benefitsIndividual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.