RELOCATION ASSISTANCE: No relocation assistance available
CLEARANCE REQUIRED FOR START: No
CLEARANCE TYPE: None
TRAVEL: No
DescriptionThe
Operations Manager 2 is accountable for leading and developing high-performing HRSC teams that deliver exceptional service quality, compliance, and operational excellence. This leader combines operational rigor with a culture of engagement, accountability, and continuous improvement, partnering across HR functions and stakeholders to ensure a consistent and positive employee experience.
This position is located in Irving, TX.Area of Focus - Tier 1 HR Shared Services Help DeskThis position leads a front-line help desk team of 15-20 service agents who deliver day-to-day HR assistance - payroll, time-keeping, onboarding, employee data changes, and similar requests - to internal customers. The role blends hands-on contact center leadership with workforce management: building weekly and monthly staffing plans from volume forecasts and real-time analytics, managing shift coverage, time-off, and on-call rotations to sustain service continuity, and holding SLA adherence at or above target. It owns end-to-end resolution of Tier 1 cases, monitors queue health and reallocates resources in real time, and serves as the primary escalation point for complex or high-impact incidents in coordination with HR Centers of Excellence, IT, and senior HR leadership. Performance is managed by data - AHT, FCR, SLA, and CSAT - with current knowledge base and desktop procedures and automation opportunities such as chatbots and RPA driving first-contact resolution.
Core Leadership Responsibilities:Service Delivery & Operational Performance- Own end-to-end service delivery for assigned HR service lines, ensuring service levels, quality, and compliance standards are consistently met or exceeded.
- Monitor team workload and capacity, adjusting staffing and work assignments to sustain performance through volume fluctuations.
- Establish and enforce standard operating procedures, quality assurance routines, and documentation discipline; lead resolution of complex or high-risk escalations before they become service failures.
People Leadership & Development- Lead, coach, and develop multiple HRSC teams - setting clear performance expectations and conducting regular one-on-one coaching, quality reviews, and career development planning.
- Foster a positive, accountable, and engaged culture that sustains high-volume operational demands; recognize strong contributions and address underperformance fairly and directly in partnership with HR partners.
- Lead workforce planning - hiring, onboarding, cross-training, and surge staffing - building bench strength that eliminates single points of failure.
Cross-Functional Partnership & Influence- Partner with HR Centers of Excellence, Payroll, Legal, IT, Knowledge Management, and vendors to align operational execution with broader organizational goals and maintain current process documentation.
- Communicate team performance, risks, and strategic updates to senior HR leaders; represent the service center in governance forums, translating corporate policy into operational process.
- Influence stakeholders and teams without direct authority to drive shared outcomes and continuous improvement.
Compliance & Risk Management- Champion compliance with federal and state regulations and internal policies, ensuring audit readiness and maintaining strict confidentiality standards.
- Own process control frameworks, root cause analyses, and corrective actions; lead response to audit findings and proactively identify regulatory risk.
Continuous Improvement & Change Leadership- Challenge existing processes and deliver automation and workflow simplification that reduce errors and cycle times.
- Use data-driven insight to prioritize initiatives that optimize service delivery without defaulting to increased headcount.
- Lead the team through changes in volume, policy, systems, and organizational priorities, driving adoption of technology enhancements that increase operational effectiveness.
Key Leadership CompetenciesOperational discipline • People development • Judgment and discretion • Compliance orientation • Continuous improvement mindset • Influence without authority • Effective communication • Adaptability
Measures of Success- Service levels: assigned HR service lines meet or exceed SLAs for turnaround time, quality, and case backlog.
- People: strong engagement scores, low voluntary attrition, documented development, and cross-trained bench strength with minimal single points of failure.
- Compliance: zero or minimal material audit findings with timely remediation; high-risk issues escalated and resolved promptly.
- Improvement: measurable reductions in manual effort, cycle time, or error rates through automation and process simplification.
- Partnership: positive stakeholder feedback and clear, timely communication through fluctuating volumes, system changes, and policy updates.
Basic Qualifications:- Bachelor's degree and 8 years of experience OR Master's degree and 6 years of experience.
- Experience in HR operations, shared services, or contact center management.
- People management experience, including coaching, performance management, and team development in a high-volume, customer-centric environment.
- Demonstrated success managing service levels, quality, and compliance in transactional or shared services settings.
- Strong analytical skills using HRIS, case management, or similar platforms, with familiarity across employee lifecycle processes such as leave administration, workforce transitions, payroll, and benefits.
- Proven discretion handling confidential employee information, with excellent communication skills and experience collaborating with senior HR leaders and cross-functional partners.
Preferred Qualifications:- Span of control of 10 or more in a shared services or contact center environment.
- Proficiency with enterprise HR technologies such as Workday, SAP, ServiceNow, or UKG for case and workforce management.
- HR certification (PHR, SPHR, SHRM-CP, or SHRM-SCP) or process improvement certification (Lean, Six Sigma, or equivalent).
- Track record driving process improvement, automation, and cross-functional programs; experience managing vendor relationships and SLAs in outsourced shared service environments.
Primary Level Salary Range: $105,100.00 - $157,700.00
The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.
Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.
The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.
