Manager - Workmate Support

The Workday People & Purpose organization enables high performance for Workday by creating remarkable experiences for our employees, candidates, customers and communities we engage with through the people programs and services we deliver. As the company prepares to double in size over the next few years, we are transforming how we deliver services to our employees, including creating a new organization called Workmate Support focused on providing remarkable service and support experiences for all Workday employees.

• Hire, develop and mentor a team of highly capable, high performing, employee support specialists who are customer service all-stars and have a deep understanding of Workday s policies, programs and organizational structure.
• Establish clear roles and responsibilities across our support delivery model between tier 1 and tier 2 teams.
• Partner with support experience business analyst, content business analyst and regional tier 1 and tier 2 teams to build robust support platforms, content and processes.
• Leverage metrics and feedback to inform opportunities to innovate the employee experience and optimize operational practices.
• Partner with People Operations and COE teams to ensure support teams and channels are ready and prepared to support our managers and workmates effectively with new program and process releases.

• Progressive experience as a HR Generalist and/or HR Shared Services Operations background in a mid to large size corporate environment
• Previous leadership experience leading high performance teams.
• Exceptional communication and customer service focus with proven experience providing high quality customer support outcomes in high volume support environments
• Workday user experience a plus
• Ability to quickly context switch and influence across HR domains
• Project management
• Strong analytical skills, with a demonstrated ability to analyze information to identify the root causes of problems and proposing realistic and practical solutions to address them based on knowledge and understanding of the organization and its operating environment, as well as to mentor team members towards these capabilities