People Operations Partner

The Team:

The People Operations Service Delivery team at Celonis focuses on delivering exceptional employee experiences by streamlining processes, providing efficient support, and ensuring seamless interactions across all stages of the employee lifecycle. As a central hub for operational excellence, the team combines data-driven insights with a human-centered approach to create scalable, impactful solutions that enhance organizational performance and employee satisfaction.

The Role:

The People Operations Partner serves as an escalation point for employees, managers, and candidates when inquiries require advanced knowledge, regional expertise, or interpretation of complex policies. This role is responsible for delivering high-quality, employee-centric support by resolving cases efficiently through ServiceNow and other HR systems. As a subject-matter expert within the Service Delivery Team, the People Operations Partner manages escalated inquiries, executes region-specific processes, and partners with COEs and Compliance to ensure accurate, timely, and compliant resolutions.

The work you'll do:

Advanced Case Resolution & Subject-Matter Expertise

• Own the resolution of complex, escalated Tier 2 cases requiring in-depth knowledge of regional HR policies, employment laws, and compliance requirements.
• Provide tailored guidance to employees and managers, ensuring compliance with local laws and alignment with company policies.

Regional Process Execution

• Deliver hands-on support for region-specific processes, including but not limited to immigration, visa applications, benefits, leave of absence (LOA) administration, background checks, and employment agreements.
• Partner with Compliance, Centers of Excellence (COEs), and People Country Leads to stay current on regional regulatory updates and ensure processes meet local requirements.
• Act as a regional escalation point for Tier 1, ensuring accuracy and high-quality service delivery.

Knowledge Management & Content Development

• Maintain and enhance knowledgebase articles and Tier 2 documentation with a regional lens, ensuring content is practical, accurate, and actionable.
• Monitor case trends and provide feedback on recurring issues or process gaps in self-service materials and recommend updates that empower employees and reduce case volume.

Cross-Functional Collaboration

• Partner closely with COEs, Legal, Payroll, and other HR teams to resolve cross-functional cases, ensuring a seamless employee experience and compliance with global standards.
• Contribute regional expertise to cross-functional projects, system implementations, and policy rollouts.
• Provide feedback on new policies or programs to ensure they are practical and compliant for local application.

Continuous Improvement & Insights

• Use data and case insights to highlight recurring issues and propose process or policy improvements.
• Identify opportunities to streamline regional processes while maintaining compliance.

The qualifications you need:

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• 5+ years of HR experience, with demonstrated expertise in region-specific HR operations or compliance.
• Strong knowledge of international HR practices, with depth in areas such as immigration, benefits, LOA, and employment law across multiple regions.
• Proficiency in HR systems (e.g., Workday), case management tools (e.g., ServiceNow), and knowledge management platforms.
• Excellent problem-solving skills and ability to provide nuanced guidance in complex or sensitive employee matters.
• Strong interpersonal and communication skills with a focus on delivering high-quality, employee-centered support.
• Ability to navigate ambiguity and balance global consistency with regional compliance.
• Preferred: experience in a corporate/in-house HR shared services model.