Lead and manage the daily operations of the People Service Center, including ticket intake, case management, and resolution across all support channels (e.g., ticketing system, email, chat)
Assist in the implementation of a centralized shared services support platform, including supporting design, testing, and rollout to ensure effective adoption and minimal disruption to service delivery
Establish and manage service levels (SLAs), ensuring timely and accurate resolution of employee inquiries and requests
Monitor and analyze service center performance (volume, response times, resolution times, trends) and take action to improve outcomes
Lead, coach, and develop a team of service center specialists; set clear expectations and build capability in service delivery and issue resolution
Identify trends and recurring issues to drive process improvements, reduce ticket volume, and improve the employee experience
Partner with People Team, IT, and other stakeholders to improve workflows, system usage, and end-to-end service delivery
Drive adoption of self-service and knowledge management solutions to enable Tier 0 support and reduce dependency on manual intervention
Ensure knowledge content is accurate, up to date, and aligned with policies and processes
Support the implementation and optimization of service center tools (e.g., ticketing systems, knowledge platforms)
Ensure compliance with policies, procedures, and data privacy requirements; appropriately manage escalations and risks
Foster a team environment focused on accountability, collaboration, and continuous improvement

Requirements

Bachelor’s degree or equivalent experience
6–10+ years of experience in HR operations, shared services, or service center environments
2–4+ years of people leadership experience
Strong understanding of HR processes and employee lifecycle support (e.g., onboarding, benefits, payroll, employee relations support)
Hands-on experience using HRIS or HCM platforms (e.g., Oracle, Workday, SAP SuccessFactors or similar)
Experience working with ticketing systems and service management tools (e.g., Zoho, ServiceNow, FreshService or similar)
Demonstrated ability to manage high-volume work, prioritize effectively, and improve service delivery performance
Strong problem-solving and decision-making skills
Analytical mindset with the ability to interpret data and drive insights
Strong communication and stakeholder management skills; ability to work cross-functionally
Focus on delivering a high-quality employee experience.

Benefits

Health insurance
401(k) matching
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HR operationsshared servicesservice center managementHR processesemployee lifecycle supportticketing systemsservice management toolsdata analysisproblem-solvingdecision-making

Soft Skills

leadershipcoachingteam developmentcommunicationstakeholder managementcollaborationaccountabilitycontinuous improvementprioritizationanalytical mindset