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Operations Associate IV

Spectraforce Technologies
United States, California, Menlo Park
May 05, 2026
Job Title: People Service Delivery Lead/ Operations Associate IV Location: Remote (Preferred: California or New York) Duration: 10+ Months About the Team The People Service Delivery (PSD) team's mission is to run the best people-focused service delivery business in the industry. Leading with care and empathy, the team builds efficient processes, systems, and programs that ensure employees feel heard and supported during critical moments so they can perform at their best. Within PSD, the Service Delivery & Oversight team delivers: Regional, follow-the-sun service monitoring and governance Escalation management and sensitive case resolution Cross-functional coordination to maintain service health, integrity, and continuous improvement Role Overview The People Service Delivery Lead is an individual contributor responsible for: End-to-end governance and monitoring Complex case management Delivery performance and continuous improvement This role supports one or more large functional areas and vendor partners, driving measurable improvements in service outcomes, efficiency, and employee experience. This is ideal for someone who: Thrives in ambiguity Adapts quickly to shifting priorities Dives deep into operational challenges Drives AI adoption and process improvements Key Responsibilities Own complex case management requiring strong judgment and structured problem-solving Lead service governance, monitoring, supplier oversight, and operational performance reviews Manage escalations and drive process and technology improvements Drive AI-enabled operational improvements (automation, workflow optimization, knowledge management, case deflection) Reimagine service delivery using data-driven insights to improve employee experience Enable global "follow-the-sun" operations through cross-regional collaboration Partner cross-functionally to resolve complex operational challenges with discretion Develop and maintain SOPs, playbooks, and governance documentation Provide training and mentoring within scope Perform user acceptance testing (UAT) for system enhancements and bug fixes Stay agile and prioritize high-impact work Continuously upskill in tools, domains, and AI capabilities Minimum Qualifications 6+ years of experience in service delivery functions (onboarding, offboarding, payroll, benefits, etc.) Ability to manage competing priorities in fast-paced, ambiguous environments Strong experience in root cause analysis and delivering measurable outcomes Excellent communication and stakeholder management skills Ability to operate independently while supporting operational strategy Experience working in cross-functional, matrixed environments Proven experience driving transformation across process, technology, and stakeholders Demonstrated interest in AI, automation, and workflow improvement Preferred Qualifications Experience managing vendor/supplier performance and governance Experience applying AI tools in operations (automation, case triage, reporting, workflows) Understanding of tech/software industry operations Bachelor's degree in Business, HR, Operations, or related field Top 3 Must-Have Skills Case management and HRIS administration Process design, documentation, and SOP development Advanced Excel/Google Sheets (pivot tables, VLOOKUP, formulas) Good-to-Have Skills Strong attention to detail Problem-solving ability Ability to navigate ambiguity Performance Metrics Ability to collaborate effectively within a team Quality and accuracy of deliverables Timely completion of tasks Strong organizational skills Why Join Fast-paced and dynamic environment Opportunity to drive impactful decisions Direct influence on processes and employee experience Exposure to AI-driven operational transformation