Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

People & Culture Service and Experience Advisor

• Deadline to apply: November 1, 2024

Position Spotlight:

• HR Service Center / Shared Services role
• Bachelor's degree and 3+ years of experience (or equivalent experience) required
• Must be able to deliver a high level of customer service while maintaining confidentiality with a positive attitude.
• Oversee all incoming Workday system help cases, distribute cases to Centers of Expertise and/or individuals for resolution. Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission! If you have a passion for helping others and at least 3 years of experience in HR or a Shared Service center, this is a fantastic opportunity to join the dynamic People and Culture team at the global leader in implantable hearing devices! In this role, you will be based in our Americas head office in Lone Tree, CO. This role is hybrid with both remote and in-office days; hybrid work begins after training is complete.

To be successful in this role you'll be able to provide first point of contact support for People and Culture inquiries and related administrative support for our Cochlear employees and managers. The Service and Experience Advisor is responsible for ensuring employee and manager inquiries are addressed in a timely and accurate manner so-as-to maximize their success in the business.

Key Responsibilities

• Respond to all P&C inquiries in line with agreed standards and service levels while continuing to build self-service capability. This includes but limited to interpreting policies, processes and guidelines to provide timely advice and guidance to employees and managers on all matters relating to employee lifecycle processes, programs and policies. Escalates inquiries outside of documented policies, procedures and guidelines to subject matter experts. Ensures inquiries are actioned, resolved and tracked in accordance with documented processes.
• Works with functional leaders to provide second level advisory and administrative support for CAM employees and managers. This role will collaborate with and support Payroll Manager to assist in executing key processes to ensure employees are paid accurately and timely. Works effectively with the P&C team with key partners responsible for Benefits, Total Rewards, Talent Acquisition and Talent Development, including to support core employee lifecycle processes.
• Proactively identify, document, and contribute to process and service improvements: Create and maintain team process and work instructions; document and maintain team relevant knowledge management; identify process improvement opportunities and assist in the development of solutions to continuously improve data quality and service.
• Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor's Degree and 3+ years of experience working in a shared services or Human Resources environment.
• Experience delivering a high level of customer service - timely, accurate and professional while maintaining confidentiality.
• Experience with interpreting policies, processes and work instruction documentation.

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $85,000 - $93,000 per year based upon experience, as well as an annual bonus opportunity of 7.5% of base salary. Ex ct compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind - thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers' side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives and working in an organization where they can be part of bringing the mission to life each day.