GitLab People Operations Team
Connect with Us
GitLab Team Members can now reach out to us at the touch of a button via HelpLab.
If you are external to GitLab but have a question for our team be sure to email people-connect@gitlab.com.
Introduction
The People Operations team is GitLab’s centralized team member support model that provides a single point of contact (SPOC) for all people-related questions and requests - taking the guesswork out of finding answers that may not be immediately apparent in the handbook, while creating space for team members to remain productive and focused on what they do best.
Moving away from a multi-channel support model team members can now route all people-centric questions and requests directly to the People Operations team.
Areas of Support
Team Members are encouraged to reach out to People Operations around any topic that could be considered ’employment related’ such as compensation and benefits; leave accruals; onboarding processes; bonus nominations; country hiring; relocations; name changes etc.
People Operations provides team member support for all of the functional areas within the People Group including Total Rewards; Diversity Inclusion and Belonging; the People Business Partners and Global Workforce Management.
Interacting with People Operations
Our Team
People Operations Specialists support a variety of queries and requests that may fall outside the People policies scope but still relate to the Team Member experience such as Expense Reporting (Accounts Payable) and Payroll.
The team collaborates intensively with various internal and external stakeholders to ensure that the GitLab Handbook is consistently maintained, working to ensure that all employment-related information is easily accessible to all whether entity-based or through a PEO.
People Operations Manifesto
- Every team member interaction is an opportunity to empower and educate.
- A spirit of learning and a commitment to service are the heartbeat of People Connect.
- We share knowledge and grow together - working to keep one another accountable and informed.
- Service Desk centricity means in-issue interactions only always being mindful of team member privacy and data protection.
- Label and Enable.
Service Desk
HelpLab is a GitLab’s branding of the ServiceNow Platform.
ServiceNow is a SaaS Enterprise Service Management Platform that enables organizations to gain operational efficiencies by centralizing and automating Service Life Cycle Management. Simply put, it’s a Support Ticketing System that will allow us to provide faster and more accurate help so that we maximize the Productivity of our Teammates.
Methods of Engagement
| Interaction Type | Communication Mechanism |
|---|---|
| Internal: Inquiry is from a current GitLab team member | HelpLab. |
| External: Inquiry is from a former GitLab team member or External party | people-connect@gitlab.com |
GitLab remains a Handbook First organization. However, in instances where the answer to a people-related question is not apparent, the next port of call would be People Connect.
The People Operations email alias is restricted and active GitLab team members will NOT be able to email this alias, and should be utilizing HelpLab instead. Former team members or External parties should use the People Connect email for queries or requests.
What to Expect (SLA)
Once a team member has submitted a question or request using HelpLab, they can anticipate acknowledgement of their case within 24 hours.
People Operations works on a tiered model which categorizes inbound queries and requests according to nature and complexity this in turn should guide the anticipated resolution time unless otherwise specified by the responding generalist.
On occasion team member interactions i.e. ≤ 1% require the direct input of a Subject Matter Expert (SME), calling for complete hand-off to a Center of Expertise (COE) - in such instances the interaction will be categorized as a Tier 03 with the responding generalist initiating the hand-off in a period ≤ 24 hours.
| Tier | Query Type | Resolution Time |
|---|---|---|
| Tier 01 | First Line Resolution e.g. Administrative Support or Transactional Requests | ≤ 24 Hours |
| Tier 02 | Semi-Complex Resolution e.g. Root Cause Analysis or Solution Finding | ≤ 72 Hours |
| Tier 03 | Center of Expertise Hand-Off e.g. Policy Exception or Significant Process Change | ≤ 24 Hours |
Team Member Satisfaction
The People Operations model was compiled with our team members and their experience of GitLab’s all-remote workplace in mind - making feedback an important element in ensuring our efforts and iterations are consistently aligned to the broader company values.
Metrics
- Team Member Satisfaction
- Ticket Volume by Category
- Tickets Opened vs Tickets Resolved
- Ticket Distribution
- Ticket Resolution per Tier
- Average Ticket Resolution Time
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