Senior Manager, HR Operations

KDP is a leading consumer packaged goods company. The Senior Manager, HR Operations ensures HR shared services deliver consistent, high-quality service for ~28,000 employees across the U.S. and Canada.

This role recognizes that HR service delivery is most employees’ primary experience with HR. Every interaction either strengthens or erodes trust, so execution must be accurate, timely, and consistent.

This leader balances operational excellence with strategic partnership, supporting complex people events (e.g., acquisitions, reorganizations, annual cycles). The role leads three people leaders (2 HR Operations Managers and 1 HR Operations Supervisor) and a team of ~17 HR professionals serving salaried and hourly/frontline populations across the U.S. and Canada.

KDP | Frisco, TX | Hybrid (3 days in-office)
Reports To: Senior Director, HR Operations & Compliance

Key Responsibilities:

• SLA Ownership & Operational Health: Own HR shared services performance against SLAs through dashboards, regular operational reviews, and clear accountability. Identify trends (volume, gaps, misses) and implement corrective actions early. Shift the team from reactive support to proactive, data-informed service using case insights and analytics.
• Employee Experience as a Service Delivery Standars: Make employee experience a defined service standard: seamless, responsive access to HR across all populations. Regularly assess shared services interactions and drive improvements. Tailor service for frontline and hourly populations, who often have higher volume, time-sensitive needs, and less access to self-service tools.
• Team Leadership (Distributed Across U.S. and Canada): Lead and provide daily direction to three leaders: (1) an HR Operations Manager for a U.S.-based team (~8),and (2) an HR Operations Supervisor for a Canada-based team (4). Build a culture of accountability, collaboration, and continuous improvement.
• Manager Development & Succession: Develop the three direct-report managers through coaching, regular feedback, and targeted development plans. Reinforce the manager role as people leadership (not only operations). Maintain succession plans and build bench strength for each manager seat.
• Key Business Project Support: Lead HR Operations execution for high-priority initiatives (acquisitions, reorganizations, divestitures, and other structural changes). Manage cross-functional dependencies and tight timelines, ensuring employees are supported with clarity, speed, and care.
• ServiceNow Platform Stewardship: Serve as an operational steward of HR ServiceNow. Partner with HR Technology to monitor performance, optimize workflows, and improve adoption. Advance intelligent service delivery (self-service deflection, routing, knowledge management) and maintain clear documentation and case routing logic.
• Annual HR Cycle Execution: Plan and execute annual HR cycles (open enrollment, performance cycles, merit/comp processes, and recurring programs) in coordination with HR Operations, HR Technology, Benefits, and Payroll.
• HR Business Partner Partnership & Escalation Management: Partner with HRBPs as the primary operations escalation point for complex or sensitive cases. Define clear escalation paths to resolve issues quickly with appropriate judgment. Share service trends and insights in actionable formats for HRBPs.
• Executive Communication & Upward Influence: Communicate operational performance, risks, and opportunities in executive-ready terms focused on business impact (not just metrics). Regularly present operational health to the Senior Director and senior HR leadership with clear narratives grounded in data.
• Supplier & Vendor Management: Manage external HR vendors whose work impacts shared services (e.g., leave partners, background screening, payroll-adjacent providers). Ensure vendor SLAs align to KDP standards and that escalations are handled proactively.
• Process Improvement & Centralization: Identify opportunities to centralize, standardize, or automate HR operational processes. Bring prioritized recommendations with clear business cases and measurable outcomes. Evolve the model tow