Job Description

Please attach your resume in English

Hybrid: for this position is required to be on site 3x/week

What you will do (responsabilities):

1. Lead AI‑Assisted Employee Service Delivery

• Define and drive the AI‑assisted service delivery vision and roadmap for PSC (e.g., AskGM, Moveworks, ServiceNow, Workday and future tools).

• Translate strategy into operational practices, SLAs, and playbooks that PSC teams use day‑to‑day.

• Partner with HR Technology, AskGM/AI, and Data & Analytics teams to prioritize automations, virtual agents, and knowledge that remove friction from employee journeys.

• Ensure new features, channels, and automations are adopted consistently across all PSC sites, and measured for impact.

2. Employee Experience, Quality & First‑Time Resolution

• Own the PSC service quality framework with a focus on first‑time quality, first‑contact resolution, and reduction of rework.

• Define and monitor quality standards, audits, and calibration routines across teams and partner with Ops teams to drive improvements as needed.

• Use voice‑of‑employee, survey, and operational data to identify friction points and implement fixes that prevent repeat issues.

• Partner with Knowledge Management/Content Owners to simplify content, scripts, and workflows used by PSC teams and AI tools.

3. Data, Insight & Friction Prevention

• Build and maintain a data‑driven view of PSC performance (e.g., demand, channel mix, handle time, reopens, deflection, automation success, backlog, SLAs).

• Work with the Data & Analytics partner PSC Ops leads to identify root causes and leading indicators of friction and convert them into clear actions for PSC and upstream process/tool owners.

• Partner with Analytics Team to create standard dashboards and insight packs for PSC and HR leadership that highlight trends, risks, and improvement opportunities and partner with Data & Analytics to have them developed.

• Use experimentation (A/B tests, pilots) to validate improvements before scaling globally.

4. Global Operational Excellence & Consistency

• Lead a global perspective across all PSC sites, ensuring common processes, policies, and tool usage where appropriate.

• Maintain ServiceNow and other tool usage standards (e.g., case categorization, tagging, knowledge links, macros/flows) to enable reliable service delivery, reporting and AI‑readiness.

• Facilitate cross‑site forums and governance to drive alignment on practice, share best practices, and resolve inconsistencies.

• Ensure PSC consistently delivers on Foundations Enablement (FE) and broader HR transformations.

5. Training, Right‑Skilling & Workforce Planning

• Build and execute comprehensive training and upskilling plans that prepare PSC teams for AI‑assisted service, new tools, and new work and ensures high-quality delivery of existing work.

• Lead right‑skilling and role design to ensure the right work is done at the right level (e.g., automation vs. advisor vs. specialist).

• Partner with PSC Ops Leaders on workforce management (demand forecasting, staffing, scheduling) to maintain service stability through demand and transformation changes.

• Embed continuous learning (refreshers, learning sprints, certification on new capabilities) into PSC operations.

6. Continuous Improvement & Transformation Readiness

• Own the continuous improvement pipeline for PSC – from idea intake through prioritization, design, pilot, and global roll‑out.

• Facilitate cross‑functional coordination with project and program teams bringing new work to PSC (e.g., Employee Journeys, policy changes, system deployments).

• Conduct operational risk assessments for projects impacting PSC; define mitigation plans, readiness criteria, and hyper‑care approaches.

• Ensure that process and tool designs include PSC input early, and that PSC feedback loops are used to refine solutions after launch.

7. Change Leadership & Stakeholder Management

• Act as a change leader for PSC, ensuring that teams understand the “why”, “what”, and “how” for upcoming changes.

• Partner with Strategy & Portfolio team to design and execute change management plans (communications, engagement, training, feedback loops) tailored to PSC audiences.

• Build strong partnerships with PSC Ops Leaders, HR COEs, HRBP communities, HR Technology, FE, and IT to align priorities and roadmaps.

• Represent the PSC voice in enterprise forums, influencing priorities, scope, and timing for initiatives that impact employee service delivery.

Location: São Caetano do Sul/SP

Important: If the candidate is a current GM employee and is approved for the position, no relocation or transfer will be required, and the role may be performed from the employee’s current location.

Your skills and abilities (required qualifications):

• Bachelor’s degree in related fields

• Fluency in English

• Relevant experience in HR shared services, service delivery, operations, or customer support; with leadership or senior individual contributor role driving service excellence.

• Demonstrated experience using data and analytics to improve operations (e.g., performance dashboards, root‑cause analysis, forecasting, continuous improvement).

• Hands‑on experience with service management or case management platforms (e.g., ServiceNow) and exposure to AI/automation or virtual agent/chatbot solutions.

• Proven track record of leading cross‑functional initiatives and driving change across multiple stakeholder groups and/or global locations.

• Strong understanding of employee experience and HR processes, with the ability to translate strategy into operational processes and behaviors.

What can you give a competitive edge (preferred qualifications):

• Experience with AI‑assisted service models (e.g., chatbots, knowledge‑driven deflection, workflow automation).

• Familiarity with Workday or other HRIS solutions and how they integrate with service delivery platforms.

• Experience working in or with Global Business Services / Shared Services organizations.

• Formal training or certification in one or more of the following is a plus:

  • Lean / Six Sigma / Continuous Improvement

  • Change Management (e.g., PROSCI or equivalent)

  • Workforce Management or Quality Management in a contact center/service center environment

Skills & Competencies

• Strategic & Systems Thinking – Connects the dots across tools, processes, and teams to design an end‑to‑end, AI‑enabled service model.

• Data Literacy & Problem Solving – Uses quantitative and qualitative data to identify friction, build cases for change, and measure impact.

• Employee‑Centric Mindset – Designs solutions with employees in mind, balancing experience, efficiency, and risk.

#LI-AS

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