Manager, Workplace Solutions Global Operations

Overview In this role, you will lead and optimize global operations to deliver consistent, high-quality service across onshore and offshore teams. You will drive performance, accountability, and continuous improvement while aligning operations with regulatory and client expectations. You’ll partner cross-functionally to implement scalable processes and leverage data insights to improve efficiency and turnaround times. This position offers a mission-driven environment with a focus on collaboration, risk governance, and client-centric delivery. Responsibilities Lead day-to-day execution of global operations across onshore and offshore teams to meet quality and SLA goals Provide direction, coaching, and support to team members Oversee performance and delivery to achieve departmental KPIs and foster collaboration between onshore and offshore partners Drive process excellence through data-driven evaluations, continuous improvement initiatives (AI adoption, automation, standardization), and root-cause analysis Champion a client-centric approach, incorporate client feedback, and align with sponsor/participant expectations Maintain strong control environment, governance, and regulatory compliance; partner with risk and audit to address findings Manage escalations and ensure timely resolution of client-impacting issues Key requirements 5+ years of operations experience with leadership responsibilities Proven experience managing global teams including offshore delivery Track record of operational excellence and data-driven decision making Demonstrated ability to use data analytics to inform decisions and improve performancecollaborationaccountabilityclient-centric mindsetdata analyticsprocess optimizationautomation