We are seeking an experienced and highly motivated Manager or Senior Manager to lead the United States HR Operations Tier I Contact Center team within our Global HR Shared Services function. This leadership role will oversee the day-to-day service delivery of Tier I HR support operations, focusing on excellence in case management, inquiry resolution, and employee experience.

The ideal candidate must possess deep experience in U.S. HR policies, practices, and regulatory requirements, with a proven track record in leading large-scale contact center operations in an HR shared services environment. A passion for continuous improvement, operational efficiency, and service excellence is essential.

RESPONSIBILITIES:

• Lead, coach, and develop a team of HR Tier I Contact Center professionals handling high-volume employee inquiries for the U.S. population.

• Oversee performance management, service level agreements (SLAs), and customer satisfaction (CSAT/NPS) metrics to ensure consistent, high-quality service delivery.

• Drive operational excellence by implementing best practices in case management, call handling, escalation protocols, and resolution strategies.

• Act as a point of escalation for complex Tier I issues and partner with HR Center of Excellence (CoE) teams for seamless issue resolution.

• Collaborate closely with HR Business Partners, Payroll, Benefits, Compliance, and Technology teams to resolve systemic issues and improve processes.

• Analyze trends and root causes of inquiries; propose and implement proactive solutions to reduce repeat contacts and increase first-contact resolution.

• Ensure compliance with all U.S. federal, state, and local HR laws and company policies.

• Champion continuous improvement initiatives and support the deployment of HR transformation programs and new technology rollouts (e.g., Workday, case management platforms).

• Foster a positive and engaged team culture that aligns with organizational values and service excellence goals.

• Prepare and deliver regular operational reports, insights, and presentations to senior leadership.

QUALIFICATIONS:

• Bachelor’s degree in Human Resources, Business Administration, or related field required; Master’s degree or HR certification (PHR/SPHR/SHRM-CP/SHRM-SCP) preferred.

• Minimum of 8–12 years of progressive HR Operations experience, with at least 5 years in a managerial role supporting U.S.-based employee populations.

• Demonstrated expertise in managing Tier I HR Contact Center teams in a shared services environment.

• Strong knowledge of U.S. labor laws, HR practices, and regulatory compliance.

• Proven experience with HR technologies such as Workday, ServiceNow, or other case management and knowledge base platforms.

• Exceptional people leadership, stakeholder management, and communication skills.

• Strong analytical and problem-solving capabilities with a continuous improvement mindset.

• Willingness and ability to work a late mid shift schedule (5:00 AM – 3:00 PM EST).

• Experience supporting a large and geographically dispersed employee base (preferably >50,000 employees).

• Prior exposure to global business services or regional HR shared services models.

• Comfortable working in a fast-paced, metrics-driven environment.