Responsibilities:

HR Operations:

• Lead the HR service delivery model, ensuring associates and managers receive timely, accurate, and consistent HR support.
• Establish and monitor service level agreements (SLAs) across HR service categories.
• Oversee HR case management processes, escalation protocols, and resolution standards.
• Drive continuous improvement in service quality, response times, and associate satisfaction.
• Maintain and enhance associate self-service resources, knowledge bases, and HR support tools.
• Lead, coach, and develop the HR Shared Services team to deliver exceptional service.

HR Systems:

• Serve as the business owner for the HRIS and related HR technology platforms.
• Partner with IT to establish governance, change management, and system enhancement processes.
• Define business requirements, oversee user acceptance testing, and support system implementations.
• Evaluate and recommend HR technology solutions that improve operational effectiveness.
• Manage vendor relationships and maximize technology adoption across the organization.
• Ensure HR systems are configured to support business objectives and associate needs.

Data & Reporting:

• Establish and maintain HR data governance standards, controls, and processes.
• Ensure the accuracy, consistency, and integrity of workforce data.
• Oversee HR reporting, executive dashboards, scorecards, and workforce analytics.
• Partner with Finance to align headcount reporting and workforce planning metrics.
• Develop reporting capabilities that support strategic workforce decisions.
• Conduct regular audits and implement improvements to data quality and reporting accuracy.

Process Improvement:

• Design, document, standardize, and optimize core HR processes across the associate lifecycle.
• Identify opportunities to automate manual tasks and streamline workflows.
• Maintain process documentation, standard operating procedures, and operational guidelines.
• Partner with HR Business Partners and Centers of Excellence to ensure effective process execution.
• Drive operational excellence initiatives that improve efficiency, consistency, and scalability.

Projects & Initiatives:

• Provide oversight for major HR initiatives, system implementations, and organizational projects.
• Coordinate cross-functional efforts involving HR, IT, Finance, Legal, and external partners.
• Incorporate effective change management and communication strategies into HR initiatives.
• Monitor project milestones, risks, resource allocation, and overall program performance.
• Maintain visibility into the HR project portfolio and proactively address potential obstacles.

Compliance

• Ensure compliance with federal, state, and local employment regulations.
• Oversee regulatory reporting requirements, including EEO-1, ACA, VETS-4212, and related filings.
• Maintain compliance calendars and monitor filing deadlines and training requirements.
• Partner with Legal to assess regulatory changes and implement necessary operational updates.
• Maintain audit-ready HR documentation and records.
• Monitor multi-state employment and leave law developments and ensure organizational compliance.

Leadership:

• Build, lead, coach, and develop a high-performing HR Operations team.
• Establish clear performance expectations, accountability measures, and development plans.
• Foster a culture of service excellence, continuous improvement, and operational discipline.
• Develop succession plans and strengthen organizational bench strength.
• Partner with senior HR leadership on organizational design and future team growth strategies.

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, Information Systems, or a related field required.
• Master’s degree or MBA preferred.
• SHRM-SCP, SPHR, or equivalent senior-level HR certification preferred.
• 8–10 years of progressive Human Resources experience.
• Minimum of 4 years of leadership experience in HR Operations, Shared Services, HR Technology, or a related function.
• Demonstrated experience serving as a business owner for enterprise HRIS platforms such as Workday, UKG, SAP SuccessFactors, ADP Workforce Now, Dayforce, or similar systems.
• Experience managing HR service delivery models, shared services, case management systems, and SLAs.
• Experience overseeing HR compliance programs and regulatory reporting requirements.
• Strong understanding of HR technology, data governance, reporting, and analytics.
• Proven project management and process improvement experience.
• Ability to build strong partnerships with executive leaders and cross-functional stakeholders, including IT, Finance, Legal, and Operations.
• Excellent communication, presentation, and relationship management skills.
• Strong business acumen and strategic thinking capabilities.
• Demonstrated ability to lead change and drive organizational adoption.
• Highly organized with strong analytical, problem-solving, decision-making, and leadership skills.
• Proficiency with Microsoft Office and HR technology platforms.