Learning Operations Enablement Manager

About the role

The Talent Operations Manager is a people leader responsible for managing centralized, scalable, and employee-focused Talent Operations processes across the employee lifecycle. This role provides day-to-day leadership, coaching, oversight, and prioritization for a team of professionals delivering operational talent services, while ensuring work is accurate, consistent, compliant, and aligned to service standards. The role leads operational service delivery, escalations, process administration, quality assurance, reporting, stakeholder consultation, and continuous improvement for assigned Talent Operations services, systems, programs, and processes. The Talent Operations Manager partners closely with Talent Centers of Excellence, HR Business Partners, managers, employees, vendors, technology teams, and business leaders to resolve complex issues, strengthen controls, and implement scalable solutions that support business objectives and improve stakeholder experience. Employees in this role are expected to exercise sound judgment, make informed decisions, manage ambiguity, develop team capability, and influence operational outcomes through leadership, consultation, data-driven insights, and strong cross-functional partnerships.

Responsibilities

• People Leadership & Team Development: Lead, coach, develop, and provide oversight for a team of Talent Operations professionals responsible for centralized operational talent processes, services, and systems. Set priorities, manage capacity, assign work, monitor performance, and support timely delivery of team objectives and service commitments. Provide ongoing feedback, training, onboarding support, performance coaching, and development guidance to strengthen team capability and operational maturity. Promote accountability, collaboration, inclusion, knowledge sharing, and a high-quality service mindset across the team. Exercise judgment and take responsibility for decisions and actions in overseeing team operations, escalations, and service outcomes. Share insights, lessons learned, and best practices to enhance team effectiveness and consistency.
• Operational Leadership & Service Delivery: Manage centralized, repeatable, and scalable Talent Operations processes, transactions, cases, and service delivery activities across assigned business areas. Oversee operational execution to ensure activities are completed accurately, consistently, efficiently, and in compliance with firm policies, procedures, service standards, and regulatory expectations. Act as an escalation point for complex operational issues, stakeholder concerns, policy interpretation, process exceptions, and service disruptions. Research, resolve, and respond to complex escalated matters using best practices, precedent, documentation, and appropriate escalation to Talent Risk & Relations, Legal, or other partners as needed. Maintain strong operational partnerships with Talent Operations teams, Centers of Excellence, business leaders, vendors, and technology partners to minimize risk and support service excellence. Identify and develop solutions to address changing operational business needs while maintaining compliance, consistency, equity, and an employee-focused service experience.
• Process, Documentation & Operational Excellence: Advise and collaborate on talent process creation, modification, documentation, and maintenance to support continuous improvement and compliance with policy, process, and procedure. Develop progressive, proactive, and standardized processes and procedures that enable consistency, equity, efficiency, and a strong stakeholder experience. Lead or oversee process reviews, quality audits, service improvement efforts, knowledge management practices, templates, job aids, and team documentation. Identify process gaps, control concerns, data integrity issues, recurring pain points, and operational risks; develop recommendations and implementation plans. Drive adoption of new processes, tools, workflows, technologies, and service delivery models across Talent Operations. Build and maintain operational controls, documentation, and governance practices that support audit readiness and sustainable execution.
• Project, Program & System Leadership: Develop and lead global enterprise system processes related to assigned Talent Operations services within Workday and associated systems. Collaborate cross-functionally with Talent Operations teams, Centers of Excellence, Talent Technology, vendors, and business leaders to develop, implement, train, and support critical processes and programs. Provide leadership for Operations process development, ongoing administration, new program development, quality audit reviews, reporting, and related operational implementation efforts. Partner with Talent Technology to research, test, resolve, and communicate critical issues on Talent-related technology and software platforms. Identify system solutions, process efficiencies, automation opportunities, and operational improvements that support scalability and business needs. Facilitate meetings, document decisions, communicate progress, manage risks and dependencies, and support successful execution of deliverables.
• Professional Judgment, Risk & Compliance: Exercise independent judgment while managing ambiguity, competing priorities, sensitive issues, and operational risk. Make informed decisions within scope of authority and escalate high-risk, sensitive, or enterprise-impact matters appropriately while maintaining ownership through resolution. Ensure team practices support compliance, consistency, equity, proper documentation, data integrity, and internal control expectations. Support audits, compliance reviews, quality assurance activities, risk mitigation efforts, and remediation plans related to assigned processes and services. Demonstrate adaptability, strategic orientation, analytical thinking, business acumen, and a continuous improvement mindset. Serve as a role model for leadership, accountability, collaboration, operational excellence, confidentiality, and professional conduct.

Minimum Requirements

• Bachelor's degree in Human Resources, Business Administration, Learning and Development, Communications, or a related field, or minimum of 6 years of equivalent experience in Human Resources or related operational functions
• Minimum of 5 years of experience in HR-related roles using an HRIS, LMS, Workday, case management, workflow, reporting, or other talent operations systems
• Supervisory experience for a team of professionals required, including coaching, developing, prioritizing work, and providing performance feedback
• Experience leading operational processes, projects, programs, quality reviews, service delivery improvements, or cross-functional initiatives
• Demonstrated ability to analyze operational information, evaluate risk, identify trends, and recommend business solutions
• Strong written and verbal communication, stakeholder management, facilitation, consultation, and escalation management skills
• Demonstrated ability to exercise independent judgment, manage multiple priorities, and lead effectively in a high-volume, fast-paced, and changing environment
• Proficiency with Microsoft Office applications and experience using HR, talent, learning, recruiting, workflow, case management, reporting, or operational systems

Preferred Qualifications

• Experience with Workday, learning management systems (LMS), learning technologies, or other enterprise platforms supporting talent, learning, or workforce operations
• Demonstrated experience in workflow management, process improvement, or project management within a complex, cross-functional, matrixed environment
• Proven ability to apply design thinking principles to identify opportunities, solve problems, and create innovative solutions
• Strong consultative skills with the ability to build relationships and communicate effectively across diverse stakeholder groups and leadership levels
• Strategic mindset with strong analytical, critical thinking, and problem-solving capabilities, including the ability to navigate ambiguity and drive clarity
• Experience supporting operational transformation, organizational change initiatives, service delivery optimization, process redesign, or continuous improvement efforts
• Experience developing and interpreting reports, dashboards, scorecards, quality assurance materials, operational metrics, and executive-level summaries to support decision-making
• Experience facilitating training sessions, stakeholder discussions, workshops, process reviews, audit activities, or operational planning engagements
• Experience partnering with vendors, technology providers, third-party organizations, or cross-functional implementation teams to achieve business objectives
• Experience operating within a shared services, centralized operations, global, matrixed, or multi-time-zone environment
• Experience serving as a business partner or internal consultant, translating business needs into scalable operational models