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Role Description

As an HR Service Center Manager, you will serve as a primary HR support resource, providing higher-level expertise to resolve complex issues and escalated cases. Acting as an ambassador for all HR processes and policies, you will handle initial and escalated contacts from team members, managers, retirees, and HR partners across all stages of the employee life cycle, including:

• Onboarding
• Policy inquiries
• Compliance
• Benefits
• Employee relations
• HRIS support
• Payroll
• Offboarding

This role requires thorough HR knowledge, strong customer service focus, and effective communication skills to deliver timely, accurate, and positive support. You will collaborate with HR Specialists, HR Business Partners, and other HR Centers of Excellence to drive effective and consistent resolution of complex issues.

This is a remote position based in California, Chicago, Detroit, or Atlanta, operating on Pacific Time, with the expectation of being within travel distance of one of these locations.

Qualifications

• Demonstrated HR experience in both the U.S. and Canada
• Strong background in managing and resolving HR matters
• Strong clear English (verbal and written) is required
• Minimum associate’s degree in human resources, business administration, or related field (or equivalent experience)
• 7-9 years fast-paced experience in Human Resources, contact center, training, generalist, and manager roles
• Customer service experience
• Technical aptitude and experience with multiple systems
• Excellent analytical and strong interpersonal communication skills
• Organization, priority-setting, and independent critical thinking
• Experience with HRIS systems; specifically Workday and Dayforce
• Prior experience supporting employees in both the U.S. and Canada

Requirements

• Manage and resolve escalated HR inquiries, including complex cases across benefits, onboarding, payroll, compliance, and policy interpretation
• Conduct thorough research and analysis to ensure issues are resolved in alignment with company standards and legal requirements
• Ensure data accuracy and compliance by auditing records, overseeing onboarding and offboarding processes, and maintaining regulatory documentation
• Support compliance initiatives, including ADA accommodations, E-Verify processes, and labor law requirements across all locations
• Assist in onboarding activities, providing guidance on HRIS, benefits enrollment, and managing escalated HR cases to ensure seamless employee experiences
• Support compliance in pre-hire onboarding tasks for corporate and field employees, including managing background checks, license verification, state-required paperwork, and adjudication processes
• Ensure compliance with local hiring standards
• Provide advanced assistance with HRIS inquiries, system updates, and troubleshooting, ensuring data integrity and user support
• Collaborate with HR partners on complex case resolutions, offering insights and recommending process improvements to enhance service quality
• Identify trends and recurring issues, suggesting policy or procedural adjustments for improved efficiency and service
• Assist in training and mentoring Tier 1 Specialists, sharing best practices and providing guidance on complex inquiries
• Meet or exceed service level standards, achieving departmental metrics in support of HR administrative functions
• Contribute to various reports, special projects, and other assigned tasks as needed

Benefits

• Comprehensive benefits package including paid time off, paid holidays, 401(k), and health insurance coverage, including medical, dental, vision, and life insurance

Company Description

This position requires the ability to lift and carry up to 15-20 pounds and to sit, stand, and walk for prolonged periods throughout the workday. Work is performed primarily in a home-based office environment, consisting of light to moderate physical activity, including the use of a computer, telephone, and/or other office equipment. Work must be performed within the expected work hours and schedule, including required meetings and on-time attendance. Travel is little to none.