Lead and manage outsourced Tier 1 and Tier 2 HR service delivery (Alight/Strada), including customer service, Workday/SNOW optimization, benefits, payroll, leaves, workforce administration, and unemployment.
Oversee Tier 3 escalations to ensure timely, accurate resolution and a positive employee experience.
Ensure operational readiness and flawless execution of cyclical HR events such as Open Enrollment, Annual Compensation Planning, Year-End processes, and Voluntary Retirement Programs.
Strengthen integration across HR systems and services, including payroll, benefits, HR portal content, and employee/manager self-service tools.
Partner with internal stakeholders on cross-functional initiatives and identify targeted service delivery solutions.
Monitor service trends, proactively identifying opportunities to improve quality, productivity, and efficiency.
Serve as a key stakeholder for enterprise-wide initiatives such as mergers, acquisitions, divestitures, and new program launches.
Champion operational excellence and lead continuous improvement efforts that enhance global HR service delivery.
Support change management strategies that enable HR service delivery transformation.
Manage vendor relationships, including Employment Verification and Unemployment Services (Equifax).
Ensure compliance with HR policies, processes, and regulatory requirements across supported functions.
Provide mentorship, coaching, and strategic direction to direct reports and matrixed team members.

5+ years of experience in HR service delivery, operations management, or related HR functions.
Deep understanding of HR operations best practices and shared services environments.
Experience across Workforce Administration, Payroll, and Benefits in partnership with COEs and external vendors.
Strong strategic thinking with the ability to convert vision into practical execution.
Proven results-driven, collaborative, and customer-focused approach.
Ability to influence across a matrixed organization and build effective internal and external partnerships.
Strong decision-making and problem-solving skills with the ability to manage multiple priorities.
Project management expertise with strong organizational skills.
Excellent communication skills, including facilitation and presentation abilities.

Senior HR Operations Manager

Key skills