Manager, People Services

About the role

People Services is where Ethos shows up for its employees every day, and this role leads it. As Manager, People Services, you'll lead the team that handles the high-volume, transactional work that keeps the employee lifecycle running, and you'll hold it to the highest quality bar. Reporting to the Director, Global People Operations, you'll set delivery and quality standards, manage service levels, and make sure every employee interaction is timely, accurate, and genuinely helpful. Because this work is transactional and repeatable by nature, a core part of your role is spotting and prioritizing the workflows that should be automated, then partnering with our People Product Manager to bring those automations to life. This is a hands-on leadership role for someone who takes pride in operational excellence and believes a stellar employee experience is built on consistent flawless execution.

Duties and Responsibilities:

• Lead, coach, and develop the People Services team, setting clear goals, managing capacity and workload, and building a high-performing, service-minded culture.
• Own delivery and quality standards for high-volume transactional People work across the employee lifecycle (onboarding, employee changes, records, offboarding, and employee queries), holding the team to the highest accuracy bar.
• Define, manage, and report service levels: response and resolution times, SLAs, and quality scores.
• Ensure a stellar employee experience in every interaction, timely, accurate, empathetic, and easy.
• Continuously assess workflows to identify, prioritize, and scope the ones that should be automated, partnering with the People Product Manager to design and deploy those automations and agents.
• Manage case handling and routing within the tiered service model, resolving at the People Services tier where possible, escalating complex cases to experts, and driving deflection to self-service.
• Build and maintain SOPs, playbooks, and quality controls so execution is consistent, compliant, and repeatable across regions.
• Monitor volume trends and root causes, reducing recurring tickets through process fixes, better documentation, and automation.
• Ensure data accuracy and integrity in our People systems for every transaction the team handles.
• Handle escalations and sensitive cases with discretion and sound judgment.
• Partner with HR Technology, People Partners, and centers of excellence to align on process, systems, and clean handoffs.
• Support compliance and data governance across the markets the team serves.

Qualifications and Skills:

• 5+ years in People/HR Operations, shared services, or service delivery, including direct team leadership or people management.
• Proven track record running high-volume transactional work to a high quality and accuracy standard.
• Experience defining and managing SLAs, quality metrics, and day-to-day service delivery.
• Strong process-improvement instinct: able to spot and prioritize what to automate and partner effectively on building it.
• Employee-experience mindset, with a bias for making interactions easy and getting the details right.
• Comfort leveraging People systems and workflow or case-management tools, and partnering with HR Technology rather than administering systems directly.
• Familiarity with AI or automation in an operations context is a plus.
• Excellent communication and people-leadership skills.
• Ability to handle sensitive situations and maintain strict confidentiality.
• Bachelor's degree required.

Shift Schedule:

• Mid-shift: 2:00 PM to 11:00 PM

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