Senior Manager, People Technology & Systems

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

Own the People Tech and Analytics function end to end: define strategy, run operations, and deliver insights leaders use to act. Act as product owner for our HR stack, maximizing adoption, data quality, and cross-system integration. Lead an Analyst and a Technology Manager. Manage vendor partnerships and an outcomes-driven roadmap across reporting, dashboards, and survey programs.

Key Responsibilities:

• HR Tech Stack Management: Oversee the implementation, optimization, and maintenance of all HR systems (Workday for core HR and talent management, Peakon, Greenhouse for recruiting, Workramp for learning, Workday, Looker, and others for analytics reporting). Ensure these tools are well-integrated and configured to meet the organization’s evolving needs. Identify opportunities to better utilize system features and drive enhancements that improve the employee and manager experience.
  
  
• Vendor Management & Integration: Serve as the primary point of contact for HR technology vendors. Evaluate and manage relationships with external vendors and SaaS providers, negotiating contracts and ensuring service levels are met. Stay informed about new offerings or updates from vendors (e.g. Workday releases) and plan their adoption or rollout. Ensure integrations between systems are running smoothly and securely.
  
  
• HR Technology Strategy & Roadmap: Develop a forward-looking strategy for our HR tech ecosystem. Work closely with the Director of Insights, Systems, & AI, as well as IT to align the HR technology roadmap with business priorities. Recommend innovative solutions or new systems as needed to enhance People processes and employee experience. Balance business goals with employee needs by using “listening mechanisms” (feedback from users, focus groups, surveys) to inform technology decisions, building user personas and use cases to guide development.
  
  
• People Analytics & Data Adoption: Drive the use of data and analytics across HR and business stakeholders. Lead efforts to make data more accessible and actionable – for example, improving people data dashboards, introducing self-service analytics tools, or training People partners to interpret analytics. Develop key people metrics and track KPIs related to workforce trends, performance, and engagement, providing regular reports and storytelling to leadership for data-driven decisions. Lead strategy to increase adoption of people analytics in various stakeholder groups.
  
  
• Employee Experience Surveys: Own the end-to-end process for employee listening programs (e.g. ad hoc, engagement, onboarding, and exit surveys). Design survey strategy and cadence, craft questionnaires in partnership with HR leadership, and ensure robust participation and confidentiality. Oversee survey administration and technology (possibly using external survey platforms or in-house tools), and lead the post-survey analysis and reporting of results. Translate survey data into actionable insights and work with HRBPs and leadership to drive action plans that improve employee satisfaction and engagement.
  
  
• Change Management & Training: Lead change management with support from L&D for any new system implementations or major enhancements. Develop communication plans, training materials, and documentation to ensure employees and managers understand and adopt new tools or processes. Provide ongoing support and “job aids” for HR systems usage. Champion modern software development practices (Agile) in managing HR tech projects and collaborate closely with IT on sprint planning, backlog prioritization, testing, and release management for HR systems.
  
  
• Data Governance, Compliance, & AI Ethics: Ensure that all HR data is handled securely and in compliance with data privacy regulations. Implement and enforce data governance policies – e.g., define data definitions, perform regular data audits for key fields, and maintain data integrity across systems. Coordinate with InfoSec/IT on access controls and with Legal/Compliance on relevant policies (GDPR, CCPA, etc.).
  
  
• Process Improvement: Continuously evaluate HR processes and identify areas where technology or data could improve efficiency or employee experience. Lead or support projects to streamline workflows (for example, automating manual HR tasks, improving the user interface for self-service transactions, or simplifying approval processes in Workday). Empathize with end-users (employees and managers) to advocate for enhancements that make systems more intuitive and useful.
  
  
• Collaboration & Partnering: Act as a bridge between the People Technology & Analytics team and other stakeholders. Partner closely with People Operations (HR Ops), People Business Partners, Recruiting, IT, and Finance to ensure technology and analytics initiatives are aligned and delivering value. Serve as a trusted advisor on Workday and other HR systems to internal stakeholders, guiding them on capabilities and best practices. Mentor and guide the people analytics analyst(s) and HRIS specialist on projects and professional development, even though you do not directly manage them.
  
  

Qualifications/Skills:

• Bachelor’s degree in Information Systems, Human Resources, Industrial/Organizational Psychology, Business Administration, or related field (graduate degree is a plus).
• 5+ years of experience in HR Technology/People Analytics or related domains. Experience in fast-paced, high-growth environments (preferably SaaS/tech) is highly valued.
• Hands-on experience with Workday (3+ years recommended) including administration or implementation of various modules. Familiarity with other components of our stack (Performance management tools, ATS, LMS, BI dashboards) is required.
• Strong analytical mindset and experience leading a reporting or analytics function (e.g. building dashboards in Workday, Looker, or similar) for at least 2+ years. Able to interpret data and translate it into actionable insights for People and business leaders.
• Demonstrated ability to lead projects and influence without direct authority – excellent program management, organization, and change management skills.
• Technical acumen to understand HR systems architecture and integrations, combined with a people-centric approach to design user-friendly processes. UX or systems thinking experience is a plus.
• Excellent communication and interpersonal skills, with a track record of effectively partnering with cross-functional teams (IT, HR, executives) and influencing at all levels.
• Passion for using technology and data to solve business problems and improve the employee experience. A continuous learner who stays updated on HR tech trends and emerging analytics practices.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.