Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

As the People Operations AI & Automation Manager, you will be the bridge between People strategy and technical execution. You are responsible for identifying inefficiencies within our People processes and solving them through advanced automation, AI integration, and rigorous process design. This is a high-impact individual contributor role for a builder who enjoys bringing technology, process, and people together to create a seamless employee experience.

**Duties and Responsibilities:*Process Optimization & System Excellence ***

• Conduct comprehensive reviews of current People processes to identify inefficiencies and design scalable, error-resistant workflows.

• Act as the advanced point of contact for complex Workday configuration, troubleshooting, and system enhancements.

• Refine ticketing queue management and resolution protocols to improve the internal employee service experience.

• Conduct regular, systematic audits of People Operations transactions to ensure data accuracy, procedural compliance, and system integrity.

• Analyze audit findings to perform root-cause analysis and design automated safeguards that prevent future data entry errors.

• Develop and maintain a centralized library of Standard Operating Procedures (SOPs), process maps, and training documentation.

• Organize and maintain a global knowledge base to facilitate AI ticket resolution and increase employee self-service.

• Lead the implementation of new operational models, ensuring all AI-driven processes are transparent and auditable.

AI & Automation

• Design, build, prototype, and deploy AI agents and chatbots to automate repetitive People processes (e.g. ticketing, FAQ resolution).

• Build and maintain automation scripts and low-code solutions to eliminate manual data entry and synchronize data across multiple People systems.

• Establish KPIs to monitor automation performance, providing data-driven reports on efficiency gains and return on investment.

• Serve as the primary liaison between People Operations and IT/Systems teams to ensure all technical requirements sign with business objectives.

Qualifications:

• Bachelor's degree in Human Resources, Business Administration, or a related field.

• 5 years of progressive HR experience with 2+ years in a shared services or operations role.

• Demonstrated success leading process improvement and operational excellence initiatives.

• Experience with low-code AI platforms to develop bespoke solutions.

• Strong proficiency in HRIS systems (Workday preferred).

• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.

• Exceptional organizational and time management skills, with the ability to handle multiple priorities and meet deadlines.

Pay Range (Base Pay): $100,000 - $123,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 03/12/2026.

All questions or concerns about this posting should be directed to the Talent team at talent@talkdesk.com.

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.