Team Lead, People Insights

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.**Team Lead, People Operations Shared Services Center****Why We Have This Role**Qualtrics leads the way in Experience Management—including the employee experience. As Team Lead for our People Operations Shared Services Center, you’ll build, mentor, and scale a dynamic HR operations team focused on delivering efficient, data-driven support for employees worldwide. You’ll drive metrics-based excellence, process innovation, and seamless cross-functional collaboration—shaping a new standard for people operations delivery across all regions.**How You’ll Find Success**- Deliver regular, insightful reporting and analysis on operational metrics (SLA, CSAT, QA, case volume) to drive improvements and keep teams accountable.- Coach, mentor, and develop junior team members, supporting their growth through clear feedback and data-driven insights.- Manage team members across locations and time zones, ensuring consistent execution, shared goals, unified team culture, and efficient handoffs.- Build collaborative relationships with local and global People team stakeholders and COEs to align on process enhancements, escalations, and policy updates.- Drive a proactive, customer-centric support ethos across both front-line and back-end workflows.**How You’ll Grow**- Lead initiatives to automate, streamline, and measure people processes, partnering with stakeholders in HR, IT, and other functions.- Influence and continuously improve service delivery standards and workflow design, adapting as Qualtrics scales.- Champion the use of dashboards and reporting to shape operational focus, share success, and identify areas for growth.- Build internal team capability through upskilling, knowledge-sharing, and cross-training programs.**Things You’ll Do**- Oversee People Services Delivery Specialists providing both frontline HR support (employee queries, triage, self-service guidance) and back-end workflow processing (onboarding, data updates, compliance, payroll inputs).- Set, track, and regularly report on SLAs, KPIs, QA, and case metrics; use insights to coach individuals and optimize workflows.- Ensure accurate, compliant execution across the employee lifecycle—onboarding/offboarding, HRIS/data changes, document management, and local legal/regulatory requirements.- Serve as an escalation point for unresolved or sensitive cases, collaborating with COEs (Payroll, Total Rewards, Talent Acquisition, etc.) for holistic resolution.- Maintain and update SOPs and knowledge bases in partnership with global peers, adapting for local nuance as needed.- Lead capacity planning, forecasting, and resource allocation using case volume and business trend data.- Build and maintain effective communication channels—liaising locally and globally to ensure best-in-class shared services delivery.- Onboard, train, and mentor new team members, emphasizing both process execution and employee experience.**What We’re Looking For On Your Resume**- 2+ years leading HR operations or shared services teams, ideally across multiple regions or time zones.- Experience building and reporting on operational metrics: SLAs, QA rates, CSAT/NPS, case/ticket management, workflow optimization.- Proficiency in ATS/HRIS/HRMS (SuccessFactors preferred) and case management systems (ServiceNow preferred), with strong analysis and dashboarding skills.- General knowledge of frontline HR support, employee case management, and back-end workflow execution (data changes, compliance, payroll, documentation).- Background partnering with global/local COEs (Payroll, Talent Acquisition, Total Rewards, etc.) and People team stakeholders.- Analytical, adaptable, and process-minded; strong at troubleshooting, communication, coaching, and cross-functional influence.- Bachelor’s degree in HR, Business Administration, or a related field; HR certifications a plus.- Fluent English; additional languages (Spanish) a plus