Manager – Workmate Support

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

The Workday People & Purpose organization enables high performance for Workday by creating remarkable experiences for our employees, candidates, customers and communities we engage with through the people programs and services we deliver. As the company prepares to double in size over the next few years, we are transforming how we deliver services to our employees, including creating a new organization called Workmate Support focused on providing remarkable service and support experiences for all Workday employees.

About the Role

The Manager, Workmate Support will build and lead a team of employee support specialists who will play a key role in delivering high value support experiences to our employees. This leader will be a key member of our People Operations leadership team, leading our regional employee support organization. In this role, you will be accountable for leading our tier 1 support team, identifying best practices to provide seamless and high value support experiences to our employees, identify trends and opportunities to build out support resources and content, evaluate quarterly support metrics, etc. This is a fantastic opportunity for a leader who has a passion for exceptional customer service, a mindset for applying technology innovations to our support delivery model, and a solid HR practitioner background to help build our foundation. This leadership role will frequently interact with our support experience technology leader as well as our content leader to help improve our support platform and our knowledge platform.

About You

Basic Qualifications

• Hire, develop and mentor a team of highly capable, high performing, employee support specialists who are customer service all-stars and have a deep understanding of Workday’s policies, programs and organizational structure.

• Establish clear roles and responsibilities across our support delivery model between tier 1 and tier 2 teams.

• Partner with support experience business analyst, content business analyst and regional tier 1 and tier 2 teams to build robust support platforms, content and processes.

• Leverage metrics and feedback to inform opportunities to innovate the employee experience and optimize operational practices.

• Partner with People Operations and COE teams to ensure support teams and channels are ready and prepared to support our managers and workmates effectively with new program and process releases.

Other Qualifications

• Progressive experience as a HR Generalist and/or HR Shared Services Operations background in a mid to large size corporate environment

• Previous leadership experience leading high performance teams. 

• Exceptional communication and customer service focus with proven experience providing high quality customer support outcomes in high volume support environments

• Workday user experience a plus

• Ability to quickly context switch and influence across HR domains

• Project management 

• Strong analytical skills, with a demonstrated ability to analyze information to identify the root causes of problems and proposing realistic and practical solutions to address them based on knowledge and understanding of the organization and its operating environment, as well as to mentor team members towards these capabilities

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!