About ETS:
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.
Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.
POSITION SUMMARY
The People Operations Manager (HR Ops) is a strategic and hands-on leader responsible for overseeing a global team of People Generalists and Administrators. This role ensures the consistent and high-quality delivery of core People services across the employee lifecycle, including onboarding, data management, compliance, and offboarding.
Based in the U.S, the People Operations Manager brings deep expertise in global people operations, supporting teams and processes across multiple regions. This role is critical in driving operational excellence, ensuring compliance with local and international employment regulations, and continuously improving service delivery through scalable systems, streamlined processes, and a customer-focused mindset.
As a key member of the People Team, the People Operations Manager partners closely with Business Partners, Total Rewards, Talent Acquisition, HRIS, and other centers of excellence to ensure alignment, consistency, and operational efficiency globally.
PRIMARY RESPONSIBILITIES
Lead the development and refinement of a scalable HR service delivery model, including self-service tools, tiered support structures, and knowledge management systems to empower employees and managers.
Own the creation and maintenance of global HR process documentation, SOPs, and employee-facing resources to ensure consistency and accessibility.
Lead, coach, and develop a high-performing team of People Generalists and HR Administrators across multiple geographies. Foster a collaborative, inclusive, and service-oriented team culture with clear goals, accountability, and continuous development.
Oversee the delivery of core HR services across the employee lifecycle, including onboarding, offboarding, employee data management, HRIS administration, and compliance. Ensure consistent, efficient, and high-quality execution of HR processes globally.
Manage relationships with external service providers (e.g., payroll, benefits, relocation, background checks), ensuring service quality, compliance, and cost-effectiveness across regions.
Partner with regional People/HR teams to align operational practices and ensure compliance with local labor laws, data privacy regulations, and internal policies. Stay current on global employment legislation and proactively mitigate risk.
Maintain strong internal controls and documentation to support audit readiness and regulatory compliance across all operational processes.
Work closely with Business Partners, Talent Acquisition, Total Rewards, HRIS, Talent Management, and Learning to ensure seamless integration of People operations with broader people strategies and initiatives.
Identify opportunities to streamline, standardize, and automate People/HR processes to improve scalability, efficiency, and user experience. Lead or support system enhancements and process redesign initiatives.
Support business continuity planning and HR-related incident response (e.g., natural disasters, geopolitical events, data breaches) by ensuring operational readiness and clear escalation protocols.
Partner with our HRIS team and ensure HRIS data accuracy, system usage, and reporting. Ensure timely and reliable data is available for decision-making, compliance, and analytics. Collaborate with IT and vendors to optimize HR systems and tools.
Ensure a consistent and positive employee experience through operational touchpoints. Monitor service levels, resolve escalations, and continuously improve the quality and responsiveness of HR support.
Support international assignments, relocations, and cross-border HR processes in partnership with internal stakeholders and external providers.
Maintain strong governance across People/HR operations, ensuring adherence to internal controls, audit requirements, and regulatory standards.
Support change initiatives by ensuring operational readiness, clear communication, and alignment across regions. Act as a key liaison between global People/HR operations and business stakeholders.
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Qualifications:
8+ years of progressive experience in People/HR operations, with a demonstrated track record of optimizing HR processes and systems in complex, global, or high-growth environments.
In-depth knowledge of HR policies, compliance, and employment laws, particularly U.S. labor regulations, with a strong understanding of international HR operational practices.
Proven experience leading or managing HR operational functions, such as employee lifecycle processes, HRIS administration, compliance, onboarding/offboarding, and data governance.
Proven experience in large-scale alignment across various countries in a matrixed organisation.
Experienced in AI utilization to support improved efficiencies across People/HR Operations
Strong collaboration with HR centers of excellence (e.g., Talent Acquisition, Total Rewards, HRBP, HRIS, and Learning & Development) to ensure seamless and compliant HR service delivery.
Exceptional project management skills, with a history of successfully implementing or improving HR systems, tools, and scalable workflows to support organizational growth.
Ability to use HR data and analytics to identify trends, improve efficiency, and inform decision-making around service delivery and process improvements.
Excellent stakeholder management and communication skills, with the ability to effectively partner with cross-functional teams, vendors, and senior leaders.
Comfort operating in a fast-paced, ambiguous, and continuously evolving environment, with a focus on operational excellence and employee experience.
Bachelor's degree in Human Resources, Business Administration, or related field required; Master's degree or advanced certification (e.g., SHRM-SCP, SPHR, PHR, or CHRP) strongly preferred.
KNOWLEDGE/SKILLS
HR Financial Acumen: Ability to interpret HR budgets, cost centers, and operational expenses; aligns workforce-related spending with broader business objectives and cost-efficiency targets.
Operational Market Awareness: Leverages external benchmarks, industry best practices, and labor market data to inform HR service delivery models and operational scalability.
HR Metrics & Analytics Interpretation: Translates operational HR data (e.g., time-to-fill, turnover rates, processing times) into actionable insights that inform organizational effectiveness and employee experience.
Process Root Cause Analysis: Diagnoses inefficiencies in HR workflows or service delivery; identifies systemic issues and drives continuous improvement initiatives.
Business Process & Commercial Awareness: Understands how HR operations support the broader business model; connects HR services to operational levers such as productivity, compliance, and employee retention.
Systems & Process Integration Thinking: Recognizes cross-functional dependencies (e.g., between HRIS, payroll, benefits, compliance) to ensure seamless, end-to-end employee lifecycle management.
Operational Scenario Planning: Anticipates future business needs (e.g., mergers, expansions, system changes) and prepares scalable HR operational strategies to support growth and transformation.
Strategic Execution & Prioritization: Balances daily HR service delivery with longer-term operational initiatives; focuses resources on high-impact process improvements and automation.
Operational Problem-Solving & Solution Design: Structures complex process challenges (e.g., onboarding delays, data accuracy issues) into manageable solutions through system enhancements and workflow redesign.
Change Impact Assessment - HR Systems & Processes: Evaluates the operational readiness and risk of system upgrades, policy changes, or process overhauls; ensures business continuity through robust planning.
Stakeholder Partnership & Influence: Collaborates effectively with cross-functional leaders (e.g., IT, Finance, Legal) and external vendors to align on HR operational needs, timelines, and compliance requirements.
Change Management & Enablement in HR Operations: Crafts clear communications and guides teams through operational transitions (e.g., system rollouts, process changes), ensuring user adoption and minimal disruption.
Sustainment & Continuous Improvement: Establishes monitoring mechanisms (KPIs, SLAs, feedback loops) to ensure long-term effectiveness of HR processes and drives iterative improvements.
Project & Program Leadership: Manages complex HR projects (e.g., HRIS implementation, shared services migration) with structured planning, resource allocation, risk management, and stakeholder engagement.
HR Program Development & Delivery: Applies structured methodologies (e.g., Lean, Agile, Six Sigma) to design and implement scalable, repeatable, and efficient HR operational programs.
EDUCATION AND EXPERIENCE
Bachelor's degree in Human Resources, Business Administration, or a related field; Master's degree or advanced education in HR systems, organizational effectiveness, or business operations is preferred.
Minimum of 8+ years of progressive HR experience, with a strong focus on HR operations, service delivery, systems, and compliance, ideally in fast-paced or high-growth environments.
Proven experience in leading HR operations across multiple geographies, including process standardization, system implementation, and compliance management in global organizations.
Track record of successfully designing and executing scalable HR operational strategies that support business transformation, enhance employee experience, and improve efficiency.
Comprehensive understanding of U.S. employment law, HR compliance requirements, and strong familiarity with global HR practices, particularly across EMEA and APAC regions.
Global mindset with experience managing cross-cultural operational initiatives, and adapting processes to local regulatory and cultural @contexts.
Demonstrated success working cross-functionally with HR centers of excellence, such as Total Rewards, HRIS, Talent Acquisition, Talent Management, and Learning & Development, to deliver cohesive and compliant HR services.
Strong interpersonal and stakeholder engagement skills, with the ability to influence, coach, and partner with senior leadership, functional teams, and external vendors.
Proficient in leveraging AI-driven tools and automation platforms (e.g., chatbots, predictive analytics, workflow automation) to improve HR service delivery, enhance employee self-service, and optimize back-end operations.
Professional HR certifications such as SHRM-SCP, SPHR, PHRi, or equivalent are highly desirable and reflect a strong commitment to continuous professional development
ETS is mission driven and action oriented
We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.
