People Services Manager

About the Team & Role:

Rubrik is on a mission to secure the world’s data and our People Team is committed to unlocking the full potential of the Rubrikans behind that mission. Our goal is to recruit, develop, reward, and retain a global workforce that is at the heart of our company's success. We truly understand that people are the core of our organization, and we're passionate about creating an environment where everyone has an opportunity to thrive in their growth, in their experience, and in realizing the purpose of their work in the world. If you crave a culture that encourages great ideas and debate, where you can take your best ideas and see them to fruition, join us and let’s be unstoppable, together. 

What you’ll do:

• Team and Process Management: (60% of time)

  • Train and mentor team members who are responsible for case triaging, responding to employee inquiries, immigration, mobility and other People Services responsibilities.
  • Provide direction, counsel and set goals for career growth and development.  Ensure the team is appropriately staffed and supported.
  • Identify opportunities, create, and implement programs to improve the effectiveness of triaging and case management.  Drive a strong level of customer service.
  • Partner with the Director of People Operations to develop a strategy to scale the team and increase the type and complexity of services offered over the next 2-3 years.
  • Develop a cross-training program for the team; provide backup for team members during times of high volume workload or when out of the office.
  • Develop and maintain documentation of team process procedures and functions.
  • Serve as department People Services process liaison to Talent Acquisition, Talent Development, People Partners, Legal, Workday Data Management team etc.
  • Collaborate with regional People Ops and People Partner team members to ensure process consistency across regions.
  • Identify opportunities, create, and implement processes and programs to improve the effectiveness of triaging, case management, onboarding, offboarding, background checks, internal mobility and immigration.
  • Monitor daily team passdown reports and provide support for troubleshooting as required; escalate issues as appropriate.
  • As a part of the HR Operations leadership team, work with other managers to plan resources, develop and implement team programs, establish and monitor policy application for consistency, etc.
  • Ensure the team maintains the intranet “The Cube” with up-to-date process information.
  • Monitor triaging metrics and maintain a response Time SLA of <15 minutes.
  • Provide weekly inbox coverage for team member breaks, OOO and shift coverage gaps. Provide West Coast Hours coverage to the Workday data management team for time sensitive transactions.
  • Serve as team POC for confidential hires or terminations in the US, accommodation requests and escalations.
  • Monitor quality of service in responses provided by the team to ensure that the highest level of service is consistently provided to all employees and stakeholders. Provide prompt coaching and feedback as needed.
  • Design and implement an approach to support various status change requests such as Rubrikan initiated location transfers, support to accommodate various special needs, and more.

  Projects and Process Documentation: (40% of time)

  • Drive the development, approval, and documentation of global business processes leveraging partnerships with subject matter experts in all regions (EMEA, APAC, and Americas).
  • Manage/participate on project teams for business process review, project management, testing, documentation, communication, etc. 
  • Develop and maintain training materials for all team processes. 
  • Monitor non-Workday self-service adoption and develop innovative ways to streamline processes and education to increase adoption.  Develop instructions for Manager and Rubrikan Self-Service updates.
  • Develop and maintain training materials and knowledge base for all internal Team processes and Employees processes on The Cube.
  • Update/maintain library of legal templates and agreements.
  • Design and implement a  process/program such as office hours to support Rubrikans with virtual and face-to-face support.
  • Identify opportunities for the People Services team to take ownership for responsibilities that the People Partners are currently supporting.

Experience you’ll need:

• B.S. degree in Business, HR, or related area.
• Available to work onsite at Palo Alto office 3+ days per week. 
• Able to accommodate an adjusted schedule 1 to 2 days per week to accommodate meetings across time zones.
• 6+ years of HR/HR Operations experience, including 3+ years experience managing teams and previous experience managing global mobility and immigration processes.
• Experience with Workday is required, and experience with Greenhouse ATS is an added plus.
• Strong understanding of HR, Payroll, and Finance business processes as well as intra and inter-departmental functions and interdependencies. 
• Excellent written and verbal communication skills. 
• Expert Excel/Google Sheets, and Word/Google Docs.
• Ability to connect and effectively communicate with people of all levels.
• Organized, proactive, and maintains a positive, team-focused attitude.
• Must thrive in a fast paced environment where multitasking and prioritizing is necessary.
• Ability to manage change effectively; always being mindful of technology, business processes, and systems implications.
• Ability to motivate direct reports and others by providing an environment that promotes individual growth and reinforces Rubrik’s RIVET values and culture.

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