People Care Manager

JOB PURPOSE

Great employee experiences are built through the everyday moments when people need help, answers, and confidence that HR will deliver. The People Care Manager leads the team responsible for many of those moments across ACS, bringing together responsive service, sound operations, technology, and continuous improvement as part of a growth-minded Global People Operations team.

As a hands-on manager, this role leads and works alongside People Care Specialists to solve problems, strengthen service delivery, simplify and improve processes, and build effective partnerships with Tier 2 support and HR Centers of Excellence. The People Care Manager will also help advance the use of AI-enabled solutions and other tools to create an experience that is increasingly simple, reliable, scalable, and people-centered, supporting an ACS workforce of advocates, innovators, inspirers, and problem solvers.

RESPONSIBILITIES

FUNCTIONAL

• Hands-On Service Delivery: Work side by side with the team to talk with workers and managers, resolve HR requests, build process documentation, and utilize HR technology stack
• Policy and Procedure Guidance: Help workers and managers understand HR policies and procedures consulting with other internal teams (Total Rewards, Employee Relations, Talent Acquisition, Payroll, etc.) when necessary
• Knowledge Base Development: Build and maintain trusted source of HR knowledge for HR team members and AI (e.g. process maps, standard operating procedures, job aids, FAQs, etc)
• Work Escalation: Serve as an escalation point for complex, unclear or urgent worker requests.
• Worker Record Management: Use HR technology stack to capture and maintain worker information throughout worker lifecycle, ensuring accuracy, timeliness, and usability of data.
• Tier 2 Support and Partnership: Support administrative and transactional work of all HR functional areas and worker lifecycle.
• Technology Management: Manage service platform, HRIS, and digital tools to support reliable service delivery and operations.

TEAM MANAGEMENT AND LEADERSHIP

• People-Centered Service: Own and lead day-to-day HR service delivery including work assignments, workload visibility, service priorities, escalation practices, and quality expectations.
• Team Leadership and Coaching: Manage, coach, and care for team members by setting clear expectations, providing prompt feedback, recognizing good work, and addressing concerns early.
• AI Solution Management: Manage, audit, and improve HR AI assistants, chatbots, and agents as part of the functional capability. Set solution boundaries, define approved actions, review/audit interactions, and establish required escalation/hand-off to a team member.
• Trust and Confidentiality: Ensure team and AI solutions meet privacy, record retention, and audit requirements. Protect sensitive and confidential information in accordance to regulations/compliance and improve as opportunities arise
• Measure and Advocate Worker Needs: Track satisfaction, issue resolution, and other data along with customer sentiments to understand trends, address pain-points, improve services, and elevate people experience.
• Sustain, Optimize, and Scale: Mature run-the-business HR service delivery while driving continuous improvement by monitoring workload trends, strengthening processes, and scaling resources, tools, and practices to meet evolving business and worker needs.
• Operational Leadership: Collaborate with the other Global People Operations leaders to support operational excellence, continuous improvement, and business transformation.

COMPETENCIES

• Plans and Aligns: Plans and prioritizes team goals, balances workloads, and coordinates with partners to meet commitments, resolve worker needs, and elevate people experience
• Builds Effective Teams: Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Ensures Accountability: Holds self and others accountable to meet commitments.
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Action Oriented: Takes on tasks, opportunities, and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Decision Quality: Makes good and timely decisions that keep the organization moving forward.
• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Tech Savvy: Anticipates and adopts innovations in business-building digital and technology applications.

SKILLS

• HR Service Delivery: Delivers responsive, people-centered HR support through effective and timely end-to-end resolution. Applies service standards, confidentiality requirements, and HR policies/procedures while providing clear follow-up and consistent worker/manager experience.
• Verbal and Written Communication: Communicates complex HR information clearly, accurately, and empathetically to workers, managers, team members, and cross-functional partners. Adapts messages for diverse global audiences, authors concise process documentation, and provides timely follow-up that supports understanding and resolution.
• Employment Records Management: Works to properly handle and maintain employee records, HR data, and compliance requirements to ensure accurate worker records.
• Systems and Tools - HR: Works with full competence to leverage HR information systems, service management platforms, and other relevant HR software applications to effectively manage worker and talent information. Oversees and provides guidance to direct reports.
• Knowledge Management: Manages and organizes HR policies, procedures, job aids and service insights into accurate, searchable content for team and solutions. Maintains intranet and content libraries using appropriate taxonomy, version control, meta data, and review cycles to support workers, HR teams, and AI-enabled solutions.
• AI Monitoring and Oversight: Monitors HR AI agents, chatbots, and virtual assistants interactions for accuracy, service quality, appropriate escalation, and alignment with approved HR policies and processes. Identifies trends and partners with relevant teams to improve performance

EDUCATION

• General Education: Bachelor's degree or equivalent experience
• Certification: SHRM-CP, PHR, or ITIL 4 preferred

EXPERIENCE

• 5-8 years in HR service delivery, shared services, or generalist work
• 1-3 years people management experience
• Experience managing service management platforms required, Zendesk preferred
• Experience managing intranet or digital content libraries required, ThoughtFarmer or Microsoft SharePoint preferred
• Experience in HRIS data entry or administration required, Workday or UKG preferred
• Experience overseeing, monitoring, or improving AI-enabled service processes required, including managing HR chatbots or virtual assistants