Manager, Employee Service & Operations

📋 Description

• • Lead the Workday Core HR team to ensure process health, continuous improvement, and enhanced employee self-service capabilities within Zillow Group’s HR systems.
• • Collaborate directly with HR Product teams to deliver on major Core HR roadmap initiatives, including job architecture and offer process design, from discovery through requirements definition and outcome tracking.
• • Establish and manage a structured process for identifying, prioritizing, and implementing smaller, non-roadmap improvements to Workday Core HR processes that increase efficiency and reduce reliance on the Employee Service Center (ESC).
• • Manage a team of analysts responsible for mapping current Workday workflows, diagnosing process gaps, redundancies, and friction points, and driving solutions to resolve them.
• • Leverage data analytics to determine where to focus improvement efforts and to measure the effectiveness of implemented changes, ensuring outcomes align with employee experience and operational goals.
• • Empower employees to complete HR tasks independently within Workday by optimizing self-service functionality, reducing the volume of tickets routed to the Employee Service Center.
• • Coordinate cross-functionally with People Org Centers of Excellence (COEs), Employee Service Center (ESC), IT, Finance, and Payroll teams to align requirements, eliminate duplication, and create cohesive, enterprise-wide solutions.
• • Translate complex system processes, technical constraints, and operational findings into clear, actionable recommendations for senior leadership and stakeholders.
• • Balance leadership responsibilities with hands-on execution, stepping in to complete analytical, process-mapping, or documentation tasks as needed to keep initiatives moving forward.
• • Drive adoption of AI-powered tools like Glean and ServiceNow to enhance employee support experiences and redefine how employees access HR services.
• • Own end-to-end accountability for Workday Core HR process integrity, ensuring systems support scalable, accurate, and compliant HR operations across the organization.
• • Serve as the primary liaison between HR operations and technology partners to ensure system capabilities align with business needs and evolving employee expectations.
• • Maintain a relentless focus on reducing administrative burden for employees and HR staff by embedding self-service design principles into all process changes.
• • Document processes, requirements, and changes with precision to support knowledge transfer, audit readiness, and future scalability.
• • Foster a culture of continuous improvement by encouraging team members to propose, test, and refine process enhancements based on real user feedback and data.