HR Connect Channels Lead

Company Overview

Job Overview

The People Experience Team exists to 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 HR 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.

This role will be pivotal in ensuring our employees receive high-quality and timely support, contributing to a positive employee experience and aligning with Intuit’s commitment to delivering exceptional results so our people can count on us.

Responsibilities

• You'll 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.
• You will build strong, trust-based relationships with key stakeholders, galvanizing cross-functional teams around a bold vision of a best-in-class service.
• You'll be responsible for service delivery and operational excellence, setting ambitious SLAs and holding our partners You'll sweat every detail of the employee experience to deliver excellence in the outsourced support, holding a relentlessly high bar for performance.
• With a passion for continuous improvement, you'll identify areas for improvement, track performance data, and collaborate with the service provider to implement solutions and enhance the quality of support provided to our You'll be adept at synthesizing and analyzing data and insights from multiple sources to accelerate service improvements, including through external benchmarking, staying ahead of external factors and trends affecting our people, workplace and customers.
• Serving as the main escalation point for complex employee support issues, you'll partner cross-functionally to address escalated concerns, ensuring timely and effective resolution, and communicating outcomes to the right stakeholders, including at an executive level.
• You are skilled in managing and resolving conflicts, demonstrating resourcefulness in finding mutually-agreeable solutions.
• You'll play a key role in complex team initiatives and projects, as well as People & Places priorities, where outcomes may have some ambiguity.
• You'll consistently uphold Intuit policies and role-model Intuit’s values in all circumstances.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:

Bay Area California $209,000 - $282,500

Southern California $163,500 - $221,000This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• Significant experience (typically 7+ year) in managing HR outsourcing relationships or HR vendor management, preferably within large, complex, global
• A bachelor’s degree in human resources, Business Administration, or a related field is preferred.
• Experience in negotiating service agreements and contracts with external providers. A thorough understanding of contract terms, SLAs, and performance
• A proven track record of successfully holding external partners accountable for performance and achieving desired outcomes.
• Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.
• Identifies and engages the right stakeholders, keeps them informed of status and holds them Provides recommendations to remove risks and barriers. Demonstrates learning and growth mindset.
• Uses deep domain expertise to accelerate outcomes. Builds relationships and shares knowledge across P&P domains. Evolves or builds solutions for scale, standardizing and automating where possible.
• A solid understanding of core HR functions and best practices in HR outsourcing and vendor management, and familiarity with HR technologies, including Al.