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Sage · 14 hours ago

People Operations Manager

Lawrenceville, GA

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Sage is seeking a dynamic People Services Team Lead to guide and inspire a team of People Services Representatives and Specialists. The role focuses on driving team performance, managing complex case escalations, and fostering a collaborative environment to ensure high-quality outcomes across all areas of People Services.

Business Information SystemsEnterprise SoftwareHuman ResourcesInformation TechnologySoftware

Responsibilities

Guide and inspire a team of People Services Representatives and Specialists

Drive team performance through clear objectives, thoughtful work allocation, and ongoing support

Foster an environment where collaboration, creativity, and productivity thrive, ensuring high-quality outcomes across all areas of People Services

Serve as the go-to point for complex case escalations, helping resolve issues with confidence and care

Oversee the effective delivery of our Tier 1 People Services function

Ensure processes, policies, and standard operating procedures are followed

Act as the first point of escalation for complex colleague queries—resolving issues directly or escalating where required

Manage resources to deliver exceptional customer service in line with SLAs and KPIs

Investigate service gaps and drive improvements where needed

Provide accurate guidance and ensure smooth administration

Onboard, coach, and develop team members, setting performance expectations

Foster a culture of engagement, growth, and collaboration

Lead the creation and maintenance of knowledge resources, champion compliance, and safeguard confidentiality

Ensure both service excellence and a positive employee experience

Qualification

HR processes knowledgeCustomer service managementTeam leadershipMicrosoft Office proficiencyHR systems experienceCoachingConsultingPolicy adaptationCommunication skillsProblem-solvingCollaboration