Our HR Shared Services team helps shape experiences that maximize the potential of our people. Our outsourced HR Connect Channels team empowers employee success through expert human-assisted support for employee questions.
We are seeking an experienced and highly motivated Principal HR Operations / Channels Manager. This critical role will be responsible for managing our relationship with an outsourced service provider delivering 24/7 employee support. The ideal candidate will have a strong background in managing similar partnerships, preferably within large, complex organizations, and possess the ability to effectively hold our partner accountable for delivering exceptional service.
Responsibilities
- Be the primary point of contact and accountability for the strategic and operational relationship between our internal HR function and our outsourced employee support service provider, ensuring alignment on strategic objectives and operational requirements.
- Build strong, trust-based relationships with key stakeholders, galvanizing cross-functional teams around a bold vision of a best-in-class service.
- Responsible for service delivery and operational excellence, setting ambitious SLAs and holding our partners accountable.
- Ensure high-quality and timely support to employees, contributing to a positive employee experience and aligning with our commitment to excellence.
- Identify areas for improvement, track performance data, and collaborate with the service provider to implement solutions and enhance support quality.
- Analyze data and insights from multiple sources to accelerate service improvements, including external benchmarking and staying ahead of trends affecting our people and workplace.
- Serve as the main escalation point for complex employee support issues, partnering cross-functionally to address concerns, ensuring timely resolution, and communicating outcomes to stakeholders, including at an executive level.
- Manage and resolve conflicts, demonstrating resourcefulness in finding mutually agreeable solutions.
- Play a key role in complex team initiatives, projects, and People & Places priorities, where outcomes may involve ambiguity.
- Uphold Intuit policies and exemplify our values in all circumstances.
Compensation & Benefits
Intuit provides a competitive compensation package with a strong pay-for-performance approach. The expected base pay range varies by location:
- Bay Area, California: $189,500 - $256,000
- Southern California: $183,500 - $248,500
This position is eligible for a cash bonus, equity rewards, and benefits, in accordance with our plans and programs. Pay is based on factors such as knowledge, skills, experience, and location.
Minimum Qualifications
- Significant experience (typically 7+ years) managing HR shared services operations and HR vendor management, preferably in large, complex, global organizations.
- Bachelor’s degree in Human Resources, Business Administration, or a related field (preferred).
- Experience negotiating service agreements and contracts with external vendors.
- Understanding of contract terms, SLAs, and performance management.
- Proven track record of holding external partners accountable and achieving desired outcomes.
- Strong analytical and problem-solving skills to identify root causes and develop solutions.
- Ability to engage stakeholders, keep them informed, and ensure accountability.
- Ability to provide recommendations to mitigate risks and remove barriers, demonstrating learning and growth.
- Ability to build relationships and share knowledge across domains, and to evolve or build scalable, standardized, and automated solutions.
- Solid understanding of core HR functions, HR outsourcing, vendor management, and familiarity with HR technologies, including AI.