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Senior Manager, People Technology and Analytics

Talkdesk

Talkdesk

IT, People & HR, Data Science
North Carolina, USA
Posted on Thursday, February 8, 2024

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

We are seeking a dynamic and experienced professional to join our organization as Senior Manager, People Technology and People Analytics. In this strategic leadership role, you will be responsible for overseeing the development, implementation, and optimization of technology solutions related to human resources, as well as driving the use of analytics to enhance our people-related decision-making processes. Additionally, the role will help various stakeholder groups make better informed business decisions through data.

Talkdesk’s current technology stack includes Workday, Lattice (Performance), Greenhouse (Recruiting), Bridge (LMS), and Tableau (Data Viz).

The ideal candidate will be passionate about crafting an outstanding, user focused and scalable experience for our employees and managers through deep listening, understanding the technologies involved, and partnering with IT and other key stakeholders within Talkdesk. The candidate will have demonstrated experience using technology and data to improve outcomes, leading teams, and partnering with others (e.g. IT, Sr. Leadership).

This role, reporting to the VP of People Operations, Systems and Workforce Planning, is an individual contributor position, but will require mentoring and guidance of other team members.

Responsibilities:

Strategy and Direction

  • Combine business goals and employee needs to drive a product roadmap that fully utilizes the available technologies and serves our employees.
  • Understand our employees deeply through various listening mechanisms (e.g. surveys, research, focus groups, interviews, forums/councils) to build personas that allow us to best serve our diverse employee base.
  • Lead strategy to drive adoption and ease of use of data and analytics within various stakeholder groups
  • Communicate direction and product priorities to the IT development team, other matrixed teams, and third-party partners.
  • Develop measurements to track activity, engagement, accuracy, and satisfaction with Workday.
  • Foster a culture of continuous learning and development within the People Technology and People Analytics teams.
  • Provide mentorship, guidance, and support to team members, promoting their professional growth and ensuring alignment with organizational objectives.

HR Technology Management

  • Oversee the implementation, optimization, and maintenance of HR technology systems, ensuring they meet the evolving needs of the organization.
  • Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions that enhance HR processes and employee experiences.

People Analytics

  • Lead the development and implementation of a robust people analytics framework, leveraging data to provide insights into workforce trends, performance, and engagement.
  • Establish and track key performance indicators (KPIs) related to people analytics, providing regular reports to leadership for data-driven decision-making.

Compliance and Data Security

  • Ensure compliance with relevant regulations and data security standards in the management and utilization of HR data.
  • Implement and maintain policies and procedures to safeguard employee data privacy.

Delivery and Execution

  • Manage day-to-day operations for technology stack (e.g. backlog, sprint planning, analysis, testing)
  • Leadership of change management related to key initiatives, changes, and enhancements.
  • Development and maintenance of job aids, documentation and ongoing communications.
  • Release management activities (e.g. testing, working with key stakeholders to adopt (or not) to-be-released functionality).
  • Manage day to day of reporting function (e.g. dashboards, requests, technology maintenance, key initiatives)
  • Leadership in data governance (e.g. data definitions and audits of key fields, business processes).
  • Identify and, at times, lead process improvements in areas most impactful to the employee/manager.

Partnership

  • Become a trusted partner for key internal stakeholders (e.g. People Operations, IT, People Business Partners) regarding Workday.
  • Act as a proponent of modern software development practices (e.g. agile).
  • Advocate for the employee and manager by empathizing with and understanding their needs.

Education and Experience:

  • Bachelor's degree in Information Technology, Human Resources Management, Business Administration, or related field. Master’s degree preferred
  • 9+ years of relevant experience in HR Technology
  • 3+ years of experience with Workday
  • 3+ years of experience leading an HR Technology/Systems function in rapid-paced work environments
  • 2+ years of experience leading an analytics or reporting function (Tableau experience preferred)
  • Proven experience in a leadership role overseeing HR technology and people analytics functions.
  • Strong understanding of HR processes, data analysis, and technology solutions.
  • Excellent interpersonal and communication skills.
  • Demonstrated experience using technology and analytics to solve business problems.
  • Demonstrated experience using employee feedback to craft technology solutions.
  • Demonstrated experience communicating with and influencing functional and technical team members at all levels in the organization.

Requirements:

  • Ability to thrive in a hyper-growth, global organization.
  • Prior SaaS organizational experience.
  • Agile or Lean Software Development.
  • UX and/or Systems thinking.
  • Demonstrated ability to mentor and guide a high-performing team.
  • Familiarity with relevant laws, regulations, and best practices in HR data management.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.