Position Title:HR Operations Manager
Department:Human Resources
Job Description:The
Manager of Human Resources Operations provides strategic and operational leadership for HR Operations, overseeing the design, optimization, and delivery of high-quality HR services that support the full employee lifecycle. This role leads a centralized team responsible for Workday transactions and employee inquiry management, ensuring efficient, high-quality service delivery. The role ensures that HR processes, policies, and systems are efficient, compliant, and aligned with organizational goals while cultivating a culture of service excellence, data integrity, and continuous improvement. This position drives operational strategy through effective transaction management, policy governance, compliance readiness, and workforce education, all with a strong focus on creating a positive, consistent, and reliable employee experience.
Essential Responsibilities:Responsibilities listed in this section are core to the position. Inability to perform these responsibilities, with or without an accommodation, may result in disqualification from the position.
- Leads day-to-day operations of HR Operations, including Workday transaction processing, employee inquiry management (shared inbox and call support), and service delivery standards.
- Defines and monitors service level expectations, intake processes, and escalation pathways to ensure a consistent and efficient employee and leader experience.
- Develops and implements structured learning pathways to build HR Generalist capabilities
- Elevates team capabilities by integrating HR best practices, emerging trends, and operational excellence into daily work.
- Develops and leads a high-performing HR Operations team by setting clear expectations, providing regular coaching and recognition, and creating individualized development plans.
- Builds and maintains a best-in-class HR Operations model that delivers an exceptional experience.
- Oversees the evaluation, improvement, and execution of HR operational services to ensure accuracy, efficiency, consistency, and scalability.
- Collaborates with cross-functional HR partners and organizational stakeholders to design, implement, and continuously improve HR services, workflows, and support models.
- Ensures HR processes meet organizational standards for quality, timeliness, transparency, and customer service.
- Maintains expert knowledge of federal, state, local, and industry-specific employment laws and regulations; monitors changes, assesses impact, and recommends policy or practice revisions as needed.
- Partners with Legal, HR Business Partners, and leadership to develop and govern scalable, compliant HR policies and procedures that support the employee lifecycle and mitigate organizational risk.
- Responds to inquiries and information requests related to claims or charges filed with government agencies and advises on appropriate actions.
- Ensures compliance with EEO, ADA, FMLA, ADEA, FLSA, Affirmative Action, and all other relevant employment regulations.
- Leverages HR data and service metrics to monitor team performance, identify trends, and recommend process or policy improvements, and demonstrate the value of HR Operations.
- Ensures data accuracy and integrity across HR systems and collaborates with HRIS to optimize workflow design, reporting functionality, and auditing practices.
- Champions continuous improvement, operational innovation, and the standardization of HR processes to enhance efficiency and the overall employee experience.
- Partners closely with the HR Compliance Program Manager to support audit readiness, documentation standards, and internal/external audit activities; ensures operational processes meet compliance and regulatory requirements.
Minimum Qualifications:Education: Bachelor's degree required.
Experience: At least 5 years of experience in Human Resources or a related field, 3 to 5 years of progressive leadership experience required.
License(s)/Certification(s)/Registration(s) Required: SHRM-CP, SHRM-SCP or SPHR certification at the time of hire or attainment within 12 months of hire.
Knowledge, Skills and Abilities:- Experience designing or leading HR shared services, service delivery models, or centralized HR operations.
- Exceptional interpersonal and communication skills, including strong writing and presentation abilities.
- In-depth knowledge of federal, state, and local employment laws and regulations (ADA, FMLA, ADEA, FLSA, EEO).
- Experience conducting fact-finding investigations and applying legal/policy frameworks to complex situations.
- Demonstrated commitment to equity, inclusion, and supporting diverse employee populations.
- Ability to navigate sensitive or stressful situations with professionalism and discretion.
- Strong analytical skills with the ability to interpret data, identify patterns, and make informed recommendations.
- Experience developing HR operations dashboards and reporting (e.g., service metrics, volume, cycle time, trends) using tools such as Workday, Power BI, or similar platforms preferred.
- Advanced understanding of HRIS systems, HR reporting, workflows, auditing, and system design (Workday experience strongly preferred).
- Experience with Workday Help, case management tools, or similar HR service delivery platforms preferred.
- Highly adaptable and creative in evaluating and redesigning HR processes.
- Strategic thinker with strong problem-solving, project management, and organizational skills.
- Proven ability to build collaborative relationships and influence stakeholders across the organization.
- Demonstrated success in leading, developing, and managing HR operations teams.
- Deep commitment to delivering an exceptional and inclusive employee experience.
- Ability to develop talent pipelines and coach employees toward advanced HR roles.
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