Please attach your resume in English
Hybrid
: for this position is required to be on site 3x/week
What you will do (responsabilities):
Define and drive the
AI-assisted service delivery vision and roadmap
for PSC (e.g., AskGM, Moveworks, ServiceNow, Workday and future tools).
Translate strategy into
operational practices, SLAs, and playbooks
that PSC teams use day-to-day.
Partner with HR Technology, AskGM/AI, and Data & Analytics teams to
prioritize automations, virtual agents, and knowledge
that remove friction from employee journeys.
Ensure new features, channels, and automations are
adopted consistently across all PSC sites
, and measured for impact.
2. Employee Experience, Quality & First-Time Resolution
Own the PSC
service quality framework
with a focus on
first-time quality, first-contact resolution, and reduction of rework
.
Define and monitor
quality standards, audits, and calibration routines
across teams and partner with Ops teams to drive improvements as needed.
Use voice-of-employee, survey, and operational data to
identify friction points
and implement fixes that prevent repeat issues.
Partner with Knowledge Management/Content Owners to
simplify content, scripts, and workflows
used by PSC teams and AI tools.
3. Data, Insight & Friction Prevention
Build and maintain a
data-driven view of PSC performance
(e.g., demand, channel mix, handle time, reopens, deflection, automation success, backlog, SLAs).
Work with the Data & Analytics partner PSC Ops leads to
identify root causes and leading indicators of friction
and convert them into clear actions for PSC and upstream process/tool owners.
Partner with Analytics Team to create
standard dashboards and insight packs
for PSC and HR leadership that highlight trends, risks, and improvement opportunities and partner with Data & Analytics to have them developed.
Use experimentation (A/B tests, pilots) to
validate improvements
before scaling globally.
4. Global Operational Excellence & Consistency
Lead a
global perspective across all PSC sites
, ensuring common processes, policies, and tool usage where appropriate.
Maintain
ServiceNow and other tool usage standards
(e.g., case categorization, tagging, knowledge links, macros/flows) to enable reliable service delivery, reporting and AI-readiness.
Facilitate
cross-site forums and governance
to drive alignment on practice, share best practices, and resolve inconsistencies.
Ensure PSC consistently
delivers on Foundations Enablement (FE) and broader HR transformations
.
5. Training, Right-Skilling & Workforce Planning
Build and execute
comprehensive training and upskilling plans
that prepare PSC teams for AI-assisted service, new tools, and new work and ensures high-quality delivery of existing work.
Lead
right-skilling and role design
to ensure the right work is done at the right level (e.g., automation vs. advisor vs. specialist).
Partner with PSC Ops Leaders on
workforce management
(demand forecasting, staffing, scheduling) to maintain service stability through demand and transformation changes.
Embed
continuous learning
(refreshers, learning sprints, certification on new capabilities) into PSC operations.
6. Continuous Improvement & Transformation Readiness
Own the
continuous improvement pipeline
for PSC – from idea intake through prioritization, design, pilot, and global roll-out.
Facilitate
cross-functional coordination with project and program teams
bringing new work to PSC (e.g., Employee Journeys, policy changes, system deployments).
Conduct
operational risk assessments
for projects impacting PSC; define mitigation plans, readiness criteria, and hyper-care approaches.
Ensure that
process and tool designs include PSC input early
, and that PSC feedback loops are used to refine solutions after launch.
7. Change Leadership & Stakeholder Management
Act as a
change leader for PSC
, ensuring that teams understand the "why", "what", and "how" for upcoming changes.
Partner with Strategy & Portfolio team to design and execute
change management plans
(communications, engagement, training, feedback loops) tailored to PSC audiences.
Build strong partnerships with
PSC Ops Leaders, HR COEs, HRBP communities, HR Technology, FE, and IT
to align priorities and roadmaps.
Represent the PSC voice in
enterprise forums
, influencing priorities, scope, and timing for initiatives that impact employee service delivery.
Location
São Caetano do Sul/SP
Important: If the candidate is a current GM employee and is approved for the position, no relocation or transfer will be required, and the role may be performed from the employee's current location.
Your skills and abilities (required qualifications)
Bachelor's degree in related fields
Fluency in English
Relevant experience in HR shared services, service delivery, operations, or customer support; with leadership or senior individual contributor role driving service excellence.
Demonstrated experience using data and analytics to improve operations (e.g., performance dashboards, root-cause analysis, forecasting, continuous improvement).
Hands-on experience with service management or case management platforms (e.g., ServiceNow) and exposure to AI/automation or virtual agent/chatbot solutions.
Proven track record of leading cross-functional initiatives and driving change across multiple stakeholder groups and/or global locations.
Strong understanding of employee experience and HR processes, with the ability to translate strategy into operational processes and behaviors.
What can you give a competitive edge (preferred qualifications)
Experience with AI-assisted service models (e.g., chatbots, knowledge-driven deflection, workflow automation).
Familiarity with Workday or other HRIS solutions and how they integrate with service delivery platforms.
Experience working in or with Global Business Services / Shared Services organizations.
Formal training or certification in one or more of the following is a plus:
Lean / Six Sigma / Continuous Improvement
Change Management
(e.g., PROSCI or equivalent)
Workforce Management
or
Quality Management
in a contact center/service center environment
Skills & Competencies
Strategic & Systems Thinking
– Connects the dots across tools, processes, and teams to design an end-to-end, AI-enabled service model.
Data Literacy & Problem Solving
– Uses quantitative and qualitative data to identify friction, build cases for change, and measure impact.
Employee-Centric Mindset
– Designs solutions with employees in mind, balancing experience, efficiency, and risk.
#J-*****-Ljbffr