Service Innovation Specialist

Job Description

Job Requirements

Job Description

Phenom People is seeking a highly motivated and talented individual to join our team as an Service Innovation Specialist. As a leader in the HR technology industry, we are dedicated to revolutionizing the way companies attract, engage, and retain top talent.

The Customer Value Team is dedicated to delivering exceptional value to our clients through innovative solutions and unparalleled customer service. We pride ourselves on our dynamic team and customer-centric approach.

Role Overview:

As a Service Innovation Specialist, you'll help design, test, and implement innovative service strategies that ensure our Customer Value team continues to grow, adapt, and deliver phenomenal experiences in a rapidly changing market landscape. You'll bring curiosity, operational thinking, and fresh ideas to every challenge - and play a key role in shaping how we support our clients and each other.

Please note: This is a full-time, hybrid position located at the headquarters in Ambler, PA, requiring 3 days per week in-office. Candidates must currently reside within a 50-mile radius of Ambler, PA. Employment visas will not be sponsored or transferred for this position at this time.

Key Responsibilities:

- Research emerging trends in customer success, Talent Experience, and service enablement, both within and outside our industry.
- Deliver actionable insights on service interactions to streamline support, improve adoption, and unlock new value for our customers and internal teams.
- Analyze existing service processes to identify opportunities for optimization, scalability, and innovation.
- Pilot new ideas, tools, or training programs - measure impact and support rollouts that drive measurable improvement.
- Work cross-functionally with Operations, Enablement, Product, and Customer Value teams to ensure alignment and adoption of best practices.
- Develop clear, practical documentation and playbooks for new service strategies and process improvements.
- Gather and synthesize feedback from the front lines to ensure solutions are relevant, practical, and impactful.
- Share progress, results, and recommendations with stakeholders across the Customer Value organization.

Qualifications:

- 1-3 years of professional experience in customer success, operations, service enablement, or a related role.
- A strategic, process-oriented mindset with a strong sense of ownership and intellectual curiosity.
- The ability to manage multiple projects and priorities in a fast-paced environment.
- Proven communication and collaboration skills to influence without authority and build strong cross-functional relationships.
- Comfort analyzing data and turning insights into clear, actionable recommendations.
- A willingness to learn, unlearn, and adapt as we grow.
- Familiarity with tools like Salesforce, Looker and Jira
- Willingness to learn, unlearn, and think on your feet.

Salary

- Expected salary range $65,000 - $75,000

Please note the Salary range is subject to change in the future in accordance with Phenom's policies

Benefits

We want you to be your best self and to pursue your passions

- Benefits/programs to support holistic employee health
- Flexible hours and working schedules
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every location for all Phenoms

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere

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