People Connect Services Leader

Job Description

The People Connect Services Leader plays a pivotal role on the People Operations team serving as the team leader, managing the People Connect Professionals team, People Practices Content Knowledge Specialist, and Data/Reporting Specialists. This team is primarily responsible for providing direct, concierge services to employees. This role involves proactive collaboration with the People Operations Leader and Business People Practices team to ensure open communication, knowledge sharing, continual quality improvement for service delivery, and alignment with organizational and People Practices priorities. This role reports to the People Services Leader.

Key Responsibilities

• Manage the People Connect Professionals team, who utilize digital and knowledge content tools, telephone, chat, the case management platform, and emails to address inquiries, initiate and complete transactions, and triage employees to the right teams to help solution with them.
• Serve as an escalation point for complex cases.
• Manage schedules to close staffing gaps and ensure full coverage during operational hours.
• Coach direct reports on case management, content knowledge, and service delivery practices to continually enhance the employee experience.
• Analyze Service Level Agreement (SLA) results, data, and trends to identify insights, create mitigations, or drive initiatives that improve service delivery.
• Lead and manage initiatives to improve service delivery and resolve issues.
• Interact with and inform other People Practices organization leaders on service delivery insights and issues.
• Coach and train direct reports to ensure accuracy of information, provide direct feedback for professional development, and seek out suggestions for improvements to processes, practices, and content.

Education and Experience

• Bachelor’s degree in human resources, business administration, communication, or a related field.

Work Experience

• 7+ years of experience in a People Practices service delivery center is preferred.
• Experience with Workday and ServiceNow systems a plus.

Work Environment

• Inside – standard office environment (Constantly, 67%–100%)

Physical Activity

• Hearing – receiving detailed information through oral communication and making fine distinctions in sound (Constantly, 67%–100%)
• Repetitive motions – substantial movements of wrists, fingers, and/or hands (Frequently, 34%–66%)
• Sitting – particularly for extended periods (Frequently, 34%–66%)
• Talking – expressing or exchanging ideas by spoken word; conveying detailed instructions accurately and quickly (Frequently, 34%–66%)
• Vision – distinguishing characteristics of objects using the eyes (Constantly, 67%–100%)

Anticipated starting pay range: $125,000.00-$180,000.00.

Anticipated starting pay range:

Nothing is more important than your health and wellness. DPR offers a variety of medical, dental, vision and wellness benefits to keep you healthy. Read more about eligibility and available benefits programs

for skilled craft and labor or experienced professionals and recent graduates.

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore unique paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.

Explore our open opportunities at www.dpr.com/careers.