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.\n \nTeam Lead, People Operations Shared Services Center\n

Why We Have This Role

\nQualtrics 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.\n

How You’ll Find Success

\n\nDeliver regular, insightful reporting and analysis on operational metrics (SLA, CSAT, QA, case volume) to drive improvements and keep teams accountable.\nCoach, mentor, and develop junior team members, supporting their growth through clear feedback and data-driven insights.\nManage team members across locations and time zones, ensuring consistent execution, shared goals, unified team culture, and efficient handoffs.\nBuild collaborative relationships with local and global People team stakeholders and COEs to align on process enhancements, escalations, and policy updates.\nDrive a proactive, customer-centric support ethos across both front-line and back-end workflows.\n\n

How You’ll Grow

\n\nLead initiatives to automate, streamline, and measure people processes, partnering with stakeholders in HR, IT, and other functions.\nInfluence and continuously improve service delivery standards and workflow design, adapting as Qualtrics scales.\nChampion the use of dashboards and reporting to shape operational focus, share success, and identify areas for growth.\nBuild internal team capability through upskilling, knowledge-sharing, and cross-training programs.\n\n

Things You’ll Do

\n\nOversee 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).\nSet, track, and regularly report on SLAs, KPIs, QA, and case metrics; use insights to coach individuals and optimize workflows.\nEnsure accurate, compliant execution across the employee lifecycle—onboarding/offboarding, HRIS/data changes, document management, and local legal/regulatory requirements.\nServe as an escalation point for unresolved or sensitive cases, collaborating with COEs (Payroll, Total Rewards, Talent Acquisition, etc.) for holistic resolution.\nMaintain and update SOPs and knowledge bases in partnership with global peers, adapting for local nuance as needed.\nLead capacity planning, forecasting, and resource allocation using case volume and business trend data.\nBuild and maintain effective communication channels—liaising locally and globally to ensure best-in-class shared services delivery.\nOnboard, train, and mentor new team members, emphasizing both process execution and employee experience.\n\n

What We’re Looking For On Your Resume

\n\n2+ years leading HR operations or shared services teams, ideally across multiple regions or time zones.\nExperience building and reporting on operational metrics: SLAs, QA rates, CSAT/NPS, case/ticket management, workflow optimization.\nProficiency in ATS/HRIS/HRMS (SuccessFactors preferred) and case management systems (ServiceNow preferred), with strong analysis and dashboarding skills.\nGeneral knowledge of frontline HR support, employee case management, and back-end workflow execution (data changes, compliance, payroll, documentation).\nBackground partnering with global/local COEs (Payroll, Talent Acquisition, Total Rewards, etc.) and People team stakeholders.\nAnalytical, adaptable, and process-minded; strong at troubleshooting, communication, coaching, and cross-functional influence.\nBachelor’s degree in HR, Business Administration, or a related field; HR certifications a plus.\nFluent English; additional languages (Spanish) a plus.\n\n

What You Should Know About This Team

\n\n\nYou’ll play a central role in building and scaling People Shared Services at Qualtrics, balancing global consistency with support for local nuance.\nOur team thrives on operational discipline, data-driven improvement, and high-touch collaboration across borders.\nAs a mentor and team builder, you’ll help shape both the culture and the standards of People Operations at scale.\nThis is a fast-paced, feedback-rich environment ideal for agile, impact-focused leaders.\n\n\n

Our Team’s Favorite Perks and Benefits

\n\nWorkspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration.\nCommuter Benefits: We offer a generous monthly allowance to be used for transportation and to help you commute to the office.\nWellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.\nQ Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.\n\nThe Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.\n \nQualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.\n \n​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act\n \nQualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.\n \nNot finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.