Sr People Services Delivery Manager (USA Remote)

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

As the Senior People Service Delivery Manager, your responsibilities will include ensuring that our Tier 1 and Tier 2 teams know to effectively address employee queries, guide them, and resolve issues. You will also manage the company's People processes, providing expertise in operational effectiveness and compliance, and work towards achieving our company and department goals. The ideal candidate will leverage technology to enhance processes and keep the People Share Service team knowledge base updated (scripts, manuals, quick guides, Global Service Catalog, run regular cross-training sessions, etc.). Be accountable for keeping the team engaged in meeting operational excellence objectives (SLA, KPIS, Service Quality, and Employee experience objectives). This role involves building relationships with the People Team to collaborate on People efforts and working with other departments to ensure legal and regulatory compliance while minimizing organizational risk.

Duties and Responsibilities

Lead:

• Provide guidance, coaching, and support to our Tier 2 and Tier 1 roles, allocate tasks, set priorities, and monitor team performance
• Manage the JIRA ticketing system, monitor created tickets team workloads, and ensure that everything is properly assigned, categorized, documented, prioritized, tracked, and delivered timely according to SLAs and OKRs while ensuring accuracy and compliance
• Remove roadblocks and empower team members to define, document, optimize, and operationalize end-to-end business processes

Policy Development and Implementation:

• Draft and implement procedures, processes, and policies to enhance the company's compliance stance
• Collaborate with people and legal teams to update people policies and procedures
• Draft and implement company policies for employees, including employee handbooks
• Ensure policies are clear, accessible, and consistently applied across the organization

Monitoring and Auditing:

• Conduct regular audits to identify compliance issues, investigate work-related incidents, and provide recommendations for corrective actions

Legal and Regulatory Compliance:

• Ensure the company complies with all relevant laws and internal policies, enforcing regulations at all levels
• Maintain accurate records of compliance activities and employee data, ensuring confidentiality and adherence to data protection laws
• Stay up-to-date with changes in employment laws, regulations, and industry standards at local, state, and national levels
• Analyze how legal changes impact the organization's People policies and practices
• Ensure company compliance with all relevant labor laws and regulations

Training and Education:

• Provide guidance and training to employees and managers on compliance matters, ensuring they are well-informed about applicable laws and regulations
• Partner on compliance-related training sessions on various People requirements, ethical standards, and best practices

Risk Management:

• Work with legal departments and other teams to communicate regulatory requirements and support compliance initiatives
• Identify areas of non-compliance or potential risk and develop strategies to mitigate risks
• Coordinate with internal counsel and senior leadership to develop compliance testing procedures

Recordkeeping and Reporting:

• Maintain accurate and confidential records related to compliance activities, training sessions, and policy updates
• Prepare reports on compliance activities for management and relevant stakeholders

Management Responsibility; Manage up to 4 Tier 1 & Tier 2 Specialists

Requirements: 

• 5+ years experience supporting human resources and related systems and/or employment law matters
• 5+ years Human Resources support  in  global, federal and multi-state employment laws
• 5+ years experience in HR compliance, internal audit, and/or  employment law
• Excellent communication and analytical skills
• Ability to distill abstract concepts into clear, simple terms
• Understanding of HR systems from a compliance perspective

The expected annual base salary range for this position is: $111,000/year to $148,000/year. This position is bonus eligible / commission-based.
As a Remote-First company, actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.