SummaryLead the future of HR service delivery at Perdue. As the Senior Manager of Human Resources Operations, you will build and lead our newly created HR Operations function, overseeing the Onesupport-HR ticketing system and driving the daily processes that keep our HRIS (SuccessFactors) running smoothly. You will guide a high-performing service team, shape service strategy, streamline workflows, and partner across HR, IT, Payroll, and Finance to deliver fast, accurate, and customer-focused support. This role is ideal for a strategic, systems-savvy leader who thrives in fast-paced environments and is excited to design and scale a modern HR service center.
The salary range for this position is $128,000 - $192,000 per year, based on experience and qualifications with annual bonus available (variable depending on performance).
In addition to the base salary, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1 year, critical illness, accident insurance, dental, vision, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off.
This position is remote. The position requires travel up to 10-20% of the time, which may include visits to our Corporate Salisbury office, company facilities, customer or vendor locations, training sessions, meetings and industry events.
Principal Essential Duties & Responsibilities- Create and implement service center processes for current and future state.
- Create and communicate goals, service standards, and operational priorities for the HR Operations function aligned with organizational goals.
- Develop and maintain ticketing system standards, workflows, and escalation paths within Onesupport-HR, partner with IT on system enhancements.
- Lead implementation of enhanced services, including centralized HR support such as data entry, leave of absence administration, and benefits administration (all TBD).
- Lead and develop the HR Services team, including HR knowledge, technical skills, and key role competencies.
- Oversee daily workflow, ticket volume, service levels, and team performance to ensure effective triage and ticket resolution.
- Lead coordination of high-impact and high-visibility system issues, ensuring minimal disruption and timely communication to stakeholders.
- Collaborate on communications for key system disruptions or outages that impact large user groups.
- Monitor volume, aging, SLA performance, and root-cause trends, present insights and recommendations to the HR Operations team and leadership regularly.
- Proactively address performance metrics and trends, taking corrective actions as needed.
- Ensure knowledge articles, how-to guides, and training materials are accurate, current, and aligned with processes and policies.
- Identify inefficiencies, recurring issues, and automation opportunities; partner with the HR Technology team and other stakeholders to review and implement improvements that enhance employee experience and reduce errors.
- Ensure consistent application of HR policies, workflows, and documentation across the team.
- Collaborate with HR Business Partners, Payroll, Benefits, Talent, and IT to identify additional support opportunities and streamline end-to-end processes.
- Support rollouts of new systems, programs, and policies.
- Uphold data privacy, legal requirements, and internal controls.
Minimum Education and Experience- Bachelor's Degree in Human Resources, Business, or a related field.
- 7-10 years of HR experience, including at least two years leading an HR Shared Services model, with demonstrated experience standing up a new HR Operations function within a new service delivery model.
- 3 years of management experience, preferably in a call center or service environment.
- Demonstrated experience with a remote, centralized HR support services model.
- Strong knowledge of HRIS platforms (SuccessFactors preferred).
- Demonstrated ability to lead remote teams in fast-paced, high-volume environments, preferably in large manufacturing.
- Experience managing and administering ticketing systems (Halo or similar).
- Strong communication, coaching, and stakeholder-management skills, including written and verbal presentations.
- Analytical mindset with experience sharing and using metrics to drive decisions.
Preferred Education and Experience- Background in process improvement methodologies (Lean, Six Sigma, etc.).
- Experience leading system or process transformation initiatives.
Physical Requirements and Environmental Factors- Office-based role with standard business hours.
- Occasional movement between buildings or departments.
- Ability to travel commercially to various sites, including flying and driving.
- Ability to handle confidential and sensitive information.
