Avp, global people services; readiness & innovation

The AVP, Global People Services (GPS) - Service Readiness & Innovation ensures the GPS strategy and operating model translate into coordinated, launch-ready, scalable services. This leader integrates service readiness, product enablement, knowledge, training, regional execution, and innovation so delivery teams can provide consistent, compliant, and experience-led service.

The role monitors operating-model effectiveness, closes service alignment and enablement gaps, and coordinates new or changed services. It confirms impacts, requirements, team readiness, and risks before launch.

• Translate GPS strategy into practical readiness, product, knowledge, training, and innovation priorities.
• Assess operating-model effectiveness and address gaps, duplication, handoffs, and capability needs.
• Align service scope, ownership, channels, and enabling capabilities; recommend improvements that strengthen scale and colleague experience.

• Lead intake, impact assessment, planning, validation, cutover, hypercare, and post-launch review for changes entering GPS.
• Confirm ownership, process, controls, capacity, technology, data, knowledge, training, communications, escalation paths, and success measures before services go-live.
• Manage cross-service dependencies, resource constraints, sequencing, and launch risks;
  Escalate unresolved issues through GPS governance.

• Translate colleague and stakeholder needs into scalable service models, journeys, workflows, requirements, and product roadmaps.
• Lead GPS product ownership, balancing business value, experience, operational needs, controls, and technical feasibility.
• Build and scale an innovation pipeline spanning automation, AI, self-service, workflow, and knowledge, with clear adoption and benefit measures.

• Set standards for operational knowledge, procedures, playbooks, learning content, and readiness evidence.
• Ensure accurate, approved knowledge, role-based training, communications, and adoption support are available before launch.
• Use quality, search, case, and experience insights to improve effectiveness and reduce avoidable contacts and errors.

• Lead regional Service Delivery Managers for International, North America, and Asia, balancing global consistency with local requirements.
• Coordinate readiness across COEs, People Partners, Technology, Operations, and delivery teams using common routines, tools, and reporting.
• Build regional accountability for stakeholder engagement, launch preparation, risk management, adoption, and stabilization.

• Provide dashboards and readiness reviews covering demand, status, dependencies, decisions, adoption, and benefits.
• Track launch quality, disruption, knowledge effectiveness, training, adoption, automation, and stakeholder confidence.
• Recommend what to start, stop, sequence, defer, or remediate, using post-launch insights to prevent recurring failures.

• Leads the GPS Innovation Leader, GPS Product Owner, Knowledge Readiness and Training Analyst, and three regional GPS Service Delivery Managers.
• Builds an integrated, high-performing team connecting strategy, design, technology, knowledge, training, regional readiness, and adoption.

• Balance colleague experience, operational stability, risk, speed, and business value across a complex global matrix.
• Create clarity and accountability, influence senior stakeholders, and champion simplification, standardization, automation, AI, and digital-first design.
• Use sound judgment and evidence to communicate readiness recommendations, including when launches should pause or be remediated.

• Consistent readiness disciplines, clear service ownership, trained teams, accurate knowledge, and effective controls.
• More predictable launches, faster adoption and value realization, and fewer defects, escalations, and downstream impacts.
• A prioritized product and innovation roadmap that improves colleague experience, quality, efficiency, scale, and global consistency.

Global Head of People Operations; GPS Assistance, Pathways, Rewards, and Governance & Assurance leaders;
People & Comms COEs;
People Partner Teams;
People Technology;
Product and…