Key Responsibilities

HR Service Delivery & Operations

• Lead end-to-end HR service delivery across store, ship center, corporate, and international populations, including onboarding, offboarding, job changes, and employee data management
• Support high-volume hiring cycles (seasonal, part-time, hourly workforce) across multiple geographies with efficient and compliant processes
• Ensure accurate and timely processing of HR transactions (new hires, transfers, promotions, terminations)
• Manage day-to-day HR Operations, including employee lifecycle administration, HR systems support, and manager/crew member inquiries
• Establish and monitor SLAs and KPIs to ensure high-quality, responsive service delivery across regions
• Serve as escalation point for complex or time-sensitive HR operational issues

HR Compliance & Regulatory Management

• Ensure compliance with all applicable federal, state, local, and international employment laws and regulations
• Oversee I-9 completion, verification, retention, audit readiness, and remediation efforts (U.S.)
• Ensure appropriate right-to-work verification and employment eligibility processes for international locations
• Manage E-Verify processes, including case management and resolution (U.S.)
• Oversee background check programs, including vendor management, adjudication guidelines, and compliance with FCRA and global data privacy regulations where applicable
• Ensure completion of jurisdiction-specific new hire requirements (e.g., wage notices, paid leave laws, scheduling regulations)
• Maintain and audit employee records for accuracy, completeness, and compliance across regions
• Lead internal HR audits and coordinate external audits as needed
• Partner with Legal and regional HR teams to interpret regulatory changes and update policies, procedures, and documentation
• Manage a team of HR compliance professionals and ensure strong governance practices

Unemployment Claims Management (U.S.)

• Lead end-to-end unemployment claims processing, including documentation, tracking, and responses to state agencies
• Partner with Legal, Payroll, HR Business Partners, and external vendors to ensure timely and compliant handling
• Analyze claim trends and implement strategies to reduce costs and improve documentation practices

Process Design & Continuous Improvement

• Own the design, standardization, and optimization of end-to-end HR processes across the employee lifecycle (hire to retire) for U.S. and international populations
• Apply structured continuous improvement methodologies (e.g., Lean, Six Sigma) to eliminate waste, reduce cycle times, improve quality, and enhance scalability
• Map current-state and future-state workflows; identify bottlenecks, control gaps, and automation opportunities
• Lead cross-functional process improvement initiatives, including intake, prioritization, business case development, and change implementation
• Establish and track process performance metrics (e.g., cycle time, error rates, throughput, SLA attainment) and drive data-informed decision making
• Partner with HR Systems to automate manual processes, improve integrations, and enhance user experience across HRIS and service platforms
• Build and maintain standardized operating procedures (SOPs), knowledge base content, and process documentation to ensure consistency and audit readiness
• Drive a culture of continuous improvement within the HR Operations team through training, coaching, and adoption of best practices
• Leverage data, reporting, and analytics to proactively identify trends, risks, and opportunities across regions

Vendor Management

• Own end-to-end vendor strategy and governance for HR Operations and Compliance, including background check providers, unemployment claims administrators, case management platforms, and other HR service vendors (U.S. and global)
• Establish clear vendor performance expectations, SLAs, and KPIs (e.g., turnaround time, accuracy, compliance adherence, customer satisfaction), and ensure vendor outcomes are directly aligned to internal HR service delivery metrics
• Monitor vendor performance through regular reviews, scorecards, and operational metrics; identify gaps and drive corrective actions and continuous improvement plans
• Lead recurring business reviews (e.g., QBRs) with vendors to assess performance, mitigate risks, and align on service enhancements and roadmap priorities
• Ensure vendor compliance with all applicable legal, regulatory, and data privacy requirements (e.g., FCRA, GDPR, data security standards) in partnership with Legal, IT, and Procurement
• Manage issue escalation and resolution with vendors, ensuring timely mitigation of service disruptions, compliance risks, and employee impact
• Evaluate and recommend new vendors or technologies based on evolving business needs, scalability, and service quality
• Oversee vendor onboarding and offboarding, including implementation, integration with HR systems, and change management
• Maintain documentation of vendor processes, controls, and performance standards to support audit readiness and operational consistency

Team Leadership & Development

• Lead, coach, and develop a team of HR operations and compliance professionals, potentially across multiple regions
• Build a high-performing, customer-focused service culture aligned to business and field needs
• Establish clear performance expectations and provide ongoing feedback and development
• Ensure appropriate staffing and resource planning to support peak retail seasons and global operations

Stakeholder Collaboration

• Partner cross-functionally with Talent Acquisition, HR Business Partners, Payroll, Total Rewards, Legal, Finance, and Operations across regions
• Provide guidance to field and international leaders on HR processes, compliance requirements, and documentation standards
• Support enterprise initiatives such as M&A, global expansions, policy rollouts, and HR technology implementations
• Deliver reporting and insights on HR operations, compliance metrics, and service performance to leadership

Qualifications

Education & Experience

• Bachelor’s degree in Human Resources, Business Administration, or related field (or equivalent experience)
• 10+ years of progressive HR experience, with strong focus on HR operations, shared services, or compliance
• 5+ years of people leadership experience
• Experience supporting multi-state, high-volume hourly workforce environments
• Experience supporting a global organization, including exposure to international HR practices and compliance requirements

Skills & Competencies

• Strong knowledge of U.S. employment laws and familiarity with international labor regulations and data privacy considerations (e.g., GDPR)
• Expertise in I-9 compliance, background checks, and employee records management
• Demonstrated experience leading process design and continuous improvement initiatives with measurable outcomes
• Strong analytical mindset with ability to translate data into actionable insights and process enhancements
• Experience managing unemployment claims and HR vendors, including global vendors
• Proficiency with HRIS and service platforms (e.g., Workday, Legion, Zendesk, Equifax)
• Excellent communication and stakeholder management skills across diverse, global teams
• Ability to manage competing priorities in a fast-paced, deadline-driven environment

Preferred Qualifications

• HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR)
• Lean, Six Sigma, or other process improvement certification (e.g., Green Belt, Black Belt)
• Experience with E-Verify and complex, multi-jurisdictional compliance environments
• Experience supporting international markets in retail or other high-volume workforce industries

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