Global HR Services Operation Leader

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

We are seeking an experienced, service-minded, and transformational Global HR Services Operation Leader to oversee the execution, evolution, and optimization of our global HR operational services. This role is accountable for delivering high-quality, scalable, and employee-centric HR services while embedding strong governance, customer service excellence, and stakeholder engagement across the global HR delivery ecosystem.

You will lead a global team to ensure consistent, compliant, and efficient services, while continuously driving process improvements, service globalization, digital transformation, and further service absorptions. This role requires exceptional leadership, operational rigor, and a passion for delivering seamless employee experiences through cross-functional collaboration.

Key Responsibilities

HR Service Delivery & Employee (Customer) Experience

• Oversee and manage the global delivery of HR operational services (e.g. general HR help, onboarding, offboarding, employee data changes, case management, document handling).

• Ensure a world-class customer service experience through timely, accurate, and empathetic service delivery across all regions and employee populations.

• Implement and monitor service excellence standards, aligned with employee expectations, SLAs, and feedback.

Employee Journey & Experience Focus

• Create and deliver a seamless end-to-end employee experience across key HR services touchpoints.

• Embed a service mindset within delivery teams, focusing on proactive communication, empathy, and responsiveness.

• Promote a service design mindset with an emphasis on employees as customer, and HR Service as a product.

Operational Excellence & Standardization

• Drive global process standardization and harmonization, ensuring scalable and repeatable HR services across geographies and all HR Service areas.

• Identify and implement best practices, process improvements, and automation opportunities to enhance delivery speed, accuracy, and consistency.

• Ensure all HR operations are compliant, auditable, and well-documented.

Service Insights & Performance Management

• Define and track KPIs (e.g., resolution time, service satisfaction, NPS, case volumes), ensuring data-driven decision making.

• Produce regular performance reports and service dashboards to inform leadership and stakeholders.

• Use insights to inform enhancements, coaching, and capability development within the service team.

Service Globalization & Expansion

• Lead service absorption and transition projects—bringing new HR processes into the centralized delivery model.

• Collaborate with HR CoEs and business partners to prioritize future service areas for globalization.

• Ensure readiness of systems, processes, and people before transitions occur.

Team Leadership & Development

• Lead, coach, and develop a high-performing global HR service delivery team.

• Foster a customer-first culture that emphasizes accountability, quality, and continuous learning.

• Promote skill-building, cross-training, and operational agility within the team to meet evolving business needs.

Stakeholder Partnership

• Collaborate with Service Delivery Excellence to align strategy, innovation, and continuous improvement initiatives.

• Work closely with Core Workforce Solutions to integrate systems, automation, and AI-driven enhancements.

• Build strong relationships with HRBPs, CoEs, IT, Legal, and Compliance to ensure aligned delivery and governance.

Governance, Risk & Compliance

• Own service delivery governance processes, including change controls, documentation, escalations, and internal audits.

• Ensure adherence to global regulatory, legal, and policy requirements.

• Partner with Risk, Legal, and Compliance to proactively manage service risk and maintain audit readiness.

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor’s degree in HR, Business, Operations, or related field; Master’s degree preferred.

• Strong experience in HR service delivery, shared services, customer operations, or HR operations, with a minimum of 5 years in a leadership role.

Additional qualifications that could help you succeed even further in this role include:

• Demonstrated experience delivering exceptional customer service in a high-volume, multi-region environment.

• Deep knowledge of global HR processes and employee lifecycle operations.

• Proven track record of leading service teams and driving operational excellence, process harmonization, and digital service delivery.

• Experience with service platforms such as Workday, ServiceNow, or similar case/ticketing systems.

• Strong data and analytical skills; comfortable using service metrics to drive performance and improvements.

• Adept at managing organizational change and fostering engagement across globally distributed teams.

• Ability to balance strategic thinking with hands-on leadership in a complex, matrixed organization.

• Strong interpersonal and communication skills, with the ability to build trust and credibility through expertise, transparency, and consistent execution.

• Effectively adapts communication style to influence and engage diverse audiences, from front-line employees to senior executives

• Background in customer service operations or service design is a strong plus.

• Experience implementing or managing global service hubs or COEs.

• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies.

• High emotional intelligence, empathy, and excellent communication skills.

• Passion for delivering an outstanding employee and customer experience.

Work location: Remote- US

Travel: May include up to 20% domestic/international

Supporting Your Well-being

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note, Solventum does not expect candidates in this position to perform work in the unincorporated areas of Los Angeles County.

Solventum is an equal opportunity employer. Solventum will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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