Keurig Dr Pepper

Senior Manager, HR Operations

Keurig Dr Pepper • $130K — $185K *
Frisco, TX 75034Hybrid
Retail & Consumer Goods
5 - 7 years of experience
Reposted 1 month ago
Job Overview by Ladders

Qualifications

  • 5+ years of progressive HR operations or shared services experience
  • 2+ years managing managers or leading a multi-functional team of 10 or more
  • Hands-on experience with ServiceNow and Workday (HCM)
  • Demonstrated ownership of SLA performance and operational metrics
  • Experience supporting business transitions like acquisitions and reorganizations
  • Ability to communicate operational data effectively to executives
  • Knowledge of Leave of Absence administration

Responsibilities

  • Own HR shared services performance against SLAs and implement corrective actions
  • Make employee experience a defined service standard for all populations
  • Lead daily operations for three HR teams across the U.S. and Canada
  • Develop direct-report managers through coaching and feedback
  • Manage HR operations for high-priority business initiatives
  • Serve as an operational steward of HR ServiceNow to improve workflows
  • Plan and execute annual HR cycles in coordination with other departments

Benefits

  • Medical, Dental, and Vision coverage
  • Paid Time Off including parental leave and vacation
  • 401k with company match
  • Tuition Reimbursement
  • Mileage Reimbursement
  • Annual bonus based on performance
Full Job Description
Job Overview:

The Senior Manager, HR Operations ensures HR shared services deliver consistent, high-quality service for ~28,000 employees across the U.S. and Canada.

This role recognizes that HR service delivery is most employees' primary experience with HR. Every interaction either strengthens or erodes trust, so execution must be accurate, timely, and consistent.

This leader balances operational excellence with strategic partnership, supporting complex people events (e.g., acquisitions, reorganizations, annual cycles). The role leads three people leaders (2 HR Operations Managers and 1 HR Operations Supervisor) and a team of ~17 HR professionals serving salaried and hourly/frontline populations across the U.S. and Canada.

KDP | Frisco, TX | Hybrid (3 days in-office)
Reports To: Senior Director, HR Operations & Compliance

Key Responsibilities:

  • SLA Ownership & Operational Health: Own HR shared services performance against SLAs through dashboards, regular operational reviews, and clear accountability. Identify trends (volume, gaps, misses) and implement corrective actions early. Shift the team from reactive support to proactive, data-informed service using case insights and analytics.
  • Employee Experience as a Service Delivery Standars: Make employee experience a defined service standard: seamless, responsive access to HR across all populations. Regularly assess shared services interactions and drive improvements. Tailor service for frontline and hourly populations, who often have higher volume, time-sensitive needs, and less access to self-service tools.
  • Team Leadership (Distributed Across U.S. and Canada): Lead and provide daily direction to three leaders: (1) an HR Operations Manager for a U.S.-based team (~8),and (2) an HR Operations Supervisor for a Canada-based team (4). Build a culture of accountability, collaboration, and continuous improvement.
  • Manager Development & Succession: Develop the three direct-report managers through coaching, regular feedback, and targeted development plans. Reinforce the manager role as people leadership (not only operations). Maintain succession plans and build bench strength for each manager seat.
  • Key Business Project Support: Lead HR Operations execution for high-priority initiatives (acquisitions, reorganizations, divestitures, and other structural changes). Manage cross-functional dependencies and tight timelines, ensuring employees are supported with clarity, speed, and care.
  • ServiceNow Platform Stewardship: Serve as an operational steward of HR ServiceNow. Partner with HR Technology to monitor performance, optimize workflows, and improve adoption. Advance intelligent service delivery (self-service deflection, routing, knowledge management) and maintain clear documentation and case routing logic.
  • Annual HR Cycle Execution: Plan and execute annual HR cycles (open enrollment, performance cycles, merit/comp processes, and recurring programs) in coordination with HR Operations, HR Technology, Benefits, and Payroll.
  • HR Business Partner Partnership & Escalation Management: Partner with HRBPs as the primary operations escalation point for complex or sensitive cases. Define clear escalation paths to resolve issues quickly with appropriate judgment. Share service trends and insights in actionable formats for HRBPs.
  • Executive Communication & Upward Influence: Communicate operational performance, risks, and opportunities in executive-ready terms focused on business impact (not just metrics). Regularly present operational health to the Senior Director and senior HR leadership with clear narratives grounded in data.
  • Supplier & Vendor Management: Manage external HR vendors whose work impacts shared services (e.g., leave partners, background screening, payroll-adjacent providers). Ensure vendor SLAs align to KDP standards and that escalations are handled proactively.
  • Process Improvement & Centralization: Identify opportunities to centralize, standardize, or automate HR operational processes. Bring prioritized recommendations with clear business cases and measurable outcomes. Evolve the model toward predictive, intelligence-led service that reduces case creation.
  • Data & Reporting: Own operational reporting (SLA performance, volumes, capacity, process health). Turn metrics into actionable insights and executive narratives that inform decisions and build confidence.

Total Rewards:
  • Salary range $130,700 - $185,000
  • Actual placement within the compensation range may vary depending on experience, skills, and other factors
  • Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
  • Annual bonus based on performance and eligibility

Requirements:
  • Bachelor's degree in Human Resources, Business Administration, or equivalent experience
  • 5+ years of progressive HR operations or shared services experience, including 2+ years managing managers or leading a multi-function team of 10 or more
  • Demonstrated experience as a manager of managers - with a track record of actively coaching, developing, and holding accountable direct report leaders
  • Demonstrated ownership of SLA performance and operational metrics in a shared services or HR operations environment
  • Active, hands-on experience with ServiceNow in an HR context (case management, workflow, reporting)
  • Proficiency with Workday (HCM) for data integrity, transaction processing, and reporting
  • Demonstrated experience supporting major business transitions - acquisitions, reorganizations, or divestitures - from an HR operations perspective
  • Experience supporting both salaried and hourly/frontline employee populations within a shared services model
  • Strong ability to interpret and communicate operational data through dashboards and executive-ready reporting
  • Experience supporting annual HR cycle programs (open enrollment, performance, compensation planning)
  • Proven ability to manage cross-functional partnerships with HRBPs, HR Technology, Payroll, Benefits, and Legal

Preferred:
  • Consumer packaged goods (CPG) or manufacturing industry experience
  • Experience supporting large, distributed employee populations (20,000+)
  • Familiarity with AI-assisted HR service delivery tools, including intelligent case routing, self-service deflection, or chatbot/virtual agent platforms within an HR context The shift toward intelligent employee services - replacing traditional call center models with AI-assisted agents - is accelerating, and an awareness of this landscape is increasingly valuable in shared services leadership.
  • Experience managing or coordinating with external HR vendors and suppliers
  • Familiarity with HR process improvement methodologies (Lean, Six Sigma, or equivalent)

About Keurig Dr Pepper

Keurig is a beverage company that offers a variety of K-Cup pods and single-serve coffee makers. The company provides iced coffee brewers, cappuccino, and latte makers.

Keurig Dr Pepper Careers

Join the vibrant team at Keurig Dr Pepper, a leading beverage company in North America, where innovation, leadership, and diversity thrive. As a powerhouse in the beverage sector, Keurig Dr Pepper offers a plethora of job opportunities that cater to a variety of skills and career aspirations.

Work You’ll Do

At Keurig Dr Pepper, every position contributes to the company's success, from brewing innovation to market leadership. Our team is committed to fostering a culture of growth and professional development, making our company a perfect place for those who are driven to excel in their careers.

Explore Career Paths

Whether you're looking for an internship, full-time employment, or a leadership role, Keurig Dr Pepper provides a dynamic environment where your career can flourish. We are dedicated to hiring talented professionals who are eager to drive our mission of delivering high-quality beverages to consumers globally.

Innovate and Lead

Join a team where innovation is at the core of everything we do. Keurig Dr Pepper is home to a diverse group of forward-thinking professionals who are not only experts in their fields but are also leaders who inspire change and growth within the industry.

Diversity and Inclusion

At Keurig Dr Pepper, we believe diversity fuels innovation. Our commitment to diversity training ensures that all team members have the opportunity to thrive and contribute their unique perspectives. We strive to create an inclusive workplace where everyone feels valued and empowered.

Benefits and Culture

Our employees enjoy a range of benefits that support both their professional and personal lives. At Keurig Dr Pepper, you will find a supportive culture that values networking, leadership development, and a work-life balance. We invest in our employees through comprehensive benefits packages and continuous professional development opportunities.

Join Our Team

Search for open positions that match your skills and interests. Keurig Dr Pepper is always on the lookout for passionate, curious, and innovative team players. Explore the exciting employment and internship opportunities available and find out how you can contribute to our community of dedicated professionals.

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Apply Now

Ready to take the next step in your career? Submit your resume, prepare for your interview, and join a company that’s as committed to your career growth as you are. At Keurig Dr Pepper, we’re not just filling positions—we’re building leaders.

Keurig Dr Pepper Jobs

With a commitment to innovation, leadership, and diversity, Keurig Dr Pepper is more than just a beverage company—it's a place where you can make a difference. Join us in our journey to refresh the world and make a lasting impact.
Learn more about Keurig Dr Pepper
Size
27,500 employees
Market Cap
$51 billion
Industry
Food & Beverages
Net Income
$1.3 billion
Founded
1990
5 Year Trend
+14.5%
Revenue
$11.6 billion
NASDAQ
KDP
* Ladders Estimates

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