What is a People Operations Manager doing?

Career AdviceCareer

Here's how to keep employees engaged, motivated and happy. Employees are an organization's most important asset, and for a long time it has made sense to refer to them as "resources." Many leaders are rebranding their HR teams to "people operations." From an outsider's perspective, this may all appear to be nitpicking. However, when it comes to taking care of employees, Caitlin Cuesta, senior people operations manager at gaming tech company Captain.tv, said words are important.

WHAT IS AN OPERATIONS MANAGER?

The operations manager is responsible for the execution of long-term business strategies and the daily support of employees at all levels. Operations managers in HR departments are responsible for a variety of tasks, such as developing PTO policies, creating employee handbooks, understanding benefits tax law, and resolving interpersonal conflicts.

"The term 'human resources' can have a negative connotation," she said. "It defines people as resources, which can make people feel like they are just a means to help the company be successful." "People operations," as first coined by Google's HR executive Laszlo Block in his 2015 book Work Rules!, aims to paint employees in a new light. It is agreed by advocates for the term that employees are an invaluable company resource, but they also say that they are more than that; They are people who deserve to support that goes beyond their desk work.

"As startups become more progressive, they are supporting their employees more, not just in terms of doing their jobs well, but also in terms of growth opportunities," Cuesta said. "People operations and operations managers are a big part of that."

People operations management encompasses a lot of standard HR tasks, but there are numerous aspects to it that may be unfamiliar to those with more traditional HR experience. A people operations manager is responsible for the productivity, engagement, and happiness of employees.

What Does a People Operations Manager Do?

Within the realm of human resources, there are recruitment specialists, benefits analysts, and HRIS managers. At the center are operations managers, who keep an eye on all of the processes involved in running a human resources team and keeping employees satisfied.

"An excellent operations team can create a great employee experience," said Susan Charnaux, Chief People Officer at Appian. "As a Chief People Officer, I rely on our Operations Manager to be our in-house expert on HR systems, data, and processes." A big portion of my responsibilities at work include supporting our employees in different ways such as offering them good benefits, making sure we hire the right people, and regularly updating our employee handbook. However, there are also other aspects of my job like seeing to it that our bills are paid on time. A people operations manager is responsible for executing long-term strategies and supporting team collaboration, similar to a project manager. People operations managers are responsible for ensuring that employees have a positive and engaged experience.

Because the employee experience encompasses everything from excellent benefits to positive team rapport, this means that people operation managers have a lot of responsibilities concerning culture and wellbeing. On any given day, Cuesta might be reviewing performance review documents and turnover reports, mediating interpersonal employee conflicts, or any number of other tasks.

"I play a vital role in supporting our employees and making sure they have access to great benefits, are hired for the right positions, and have all the information they need in our employee handbooks," Cuesta said. "I also handle some of the more administrative tasks like making sure we're current on our bills."

Priorities for People Operations Managers

The role of operations manager is not fully siloed, but this is especially true when it comes to executing HR objectives and anticipating employee needs - which means staying in touch with team members at every level, as well as upper management. Cuesta's direct reports include the company's Chief Operating Officer, as well as other members of the executive team and management.

I am frequently asked questions about time off, reimbursement requests, and suggestions for improvement by employees through Slack.

Feedback from employees at every level across Captain.tv helps Cuesta make more informed decisions, she said; this demonstrates the importance of keeping conversation with both leaders and employees.

“During a fireside chat a few weeks ago, our CEO and I talked about company culture and achieving work life balance,” she said. “After taking questions from the audience, we decided to switch from an unlimited PTO policy to one where all employees must take at least 15 days off per year.”

Day-to-Day Tasks for a People Operations Manager

A people operations manager has a lot of responsibility and must be able to balance multiple goals, said Cuesta. This can be difficult and emotionally tiring.

"I find it hard to prioritize tasks sometimes," she explained. "There are usually 20 different things that need to be done at any one time. The challenge is knowing which ones are more urgent and important, and then figuring out how to do them efficiently within a reasonable amount of time." "The thing that I have the most difficulty with is knowing which tasks to prioritize," she said. "There are usually around 20 different things that I could be doing at any given time. The challenge is deciding which ones are the most urgent and important, and then figuring out how to complete them efficiently within a reasonable amount of time." Exhaustive to-do lists can be challenging, but they can also be a blessing in disguise, said Cuesta. “I love it when I can make an employees workday easier. They can focus on their work better and have an overall better experience.”

Meredith Sny, director of people operations at parking software company SpotHero, said the most gratifying aspect of her job is seeing the positive impact her work has on her employees. Something big, like helping with benefits, or something small, like making someone a new ID badge, can be very impactful.

Experience Needed for People Operations Management

According to Cuesta, there are many ways to get into people operations, all of which she experienced first-hand through a series of HR roles. If you're interested in getting into this field, here are some suggestions from her on where to start. Getting certified is a great foundation for those wanting to pursue a career in operations management, however they will need excellent interpersonal skills to manage conflict when it inevitably arises, said Cuesta.

"There will be difficult times," she said. "You will find yourself in situations where tempers may flare. It is important to be understanding, but also not afraid to stand up for what is right. I always advocate for being radically candid - as an operations manager, it is important to be compassionate, but also honest."

It can be isolating for leaders who feel like they need to have all the answers. This isolation can cause people managers to feel siloed in their role, especially if they don’t seek out others for guidance, Cuesta said. The solution? Find someone to talk to.

"In order to build trust with your employees, it is important to show that you are not a distant and unapproachable HR individual."

"I would not have achieved what I have today without the network of amazing people operations professionals I have surrounded myself with," she said. "They are probably going through similar challenges as you are, and the advice and encouragement you will receive from them will help you overcome difficult situations."

The operations management role is motivated by a desire to make the company accommodating and supportive for everyone. The most crucial aspect of a successful operations manager, Cuesta said, is empathy.

“Injecting yourself into the company’s culture shows your employees that you’re approachable and builds trust,” she said.