HR Shared Services- Associate Director, People Operations

Department:

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Ideal candidates have experience in:

• HR Leave and Onboarding
• HR Shared Services
• Presentation Skills: Ability to communicate effectively using structured frameworks such as SBAR for clear, concise updates and recommendations.
• Strategic Thinking: Demonstrated capability to anticipate challenges, develop forward-looking solutions, and align initiatives with organizational goals.
• Data-Driven Decision Making: Proficiency in leveraging analytics and metrics to guide operational improvements and optimize service delivery.
• Relationship Management: Strong interpersonal skills to build and maintain collaborative partnerships across HR teams and business stakeholders.
• Vendor Management: Experience managing external partners to ensure quality, compliance, and cost-effectiveness in service delivery.
• Team Leadership: Demonstrates proven ability to achieve positive engagement scores and support team growth through coaching and development.

Remote work states approved for hire: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY

Pay Range

$57.85 - $86.80

Major Responsibilities:

• Lead daily Tier 2 HR Service Center operations focused on resolving advanced cases across benefits, leave of absence, payroll, compensation, and employee relations. 
• Ensure accurate and timely case handling that aligns with service level agreements (SLAs), compliance requirements, and teammate expectations. 
• Partner with COEs, Legal, and Compliance for escalated or policy-sensitive matters, ensuring alignment and accuracy of information shared with teammates. 
• Monitor performance metrics, case trends, and workload distribution to maintain balanced service levels and operational efficiency. 
• Support seamless handoffs and collaboration across Tier 1, Tier 2, and COEs to ensure continuity and reduce rework. 
• Promote a culture of empathy, accountability, and ownership in every teammate interaction. 
• Use feedback and analytics to identify process bottlenecks and recommend solutions that improve turnaround time and service quality. 
• Participate in process improvement initiatives, contributing to standardization, simplification, and automation opportunities. 
• Collaborate with HR Technology and Analytics teams to enhance case management tools and reporting capabilities. 
• Ensure all case documentation, resolutions, and communications adhere to internal policies and external regulations (e.g., HIPAA, FMLA, ADA). 
• Maintain data integrity and confidentiality standards across all Tier 2 processes. 
• Support audit activities and compliance reviews by providing accurate records and process documentation. 
• Partner closely with COEs and HR Business Partners to ensure alignment on policy interpretation, case handling, and teammate communications. 
• Collaborate with Tier 1 and Tier 2 leaders to maintain consistent standards of service and communication protocols. 
• Support knowledge management and content updates to keep reference materials current and accessible. 
• Lead, coach, and develop Tier 2 HR representatives and specialists to build expertise, engagement, and accountability. 
• Provide ongoing feedback, coaching, and professional development to strengthen functional depth and customer service excellence. 
• Foster collaboration between Tier 1 and Tier 2 teams to create a seamless service delivery model. 
• Model inclusive, compassionate leadership that reflects the organization’s values and commitment to teammate experience.

Licensure, Registration, and/or Certification Required:

• None

Education Required:

• Bachelor's Degree in Business, Human Resources, Compliance, Shared Services, or Technology related field or equivalent knowledge. 

Experience Required:

• Typically at least 5 years of progressive experience in HR operations, shared services, or COE environments, with at least 2 years in a leadership role overseeing complex or specialized HR service delivery. 
• Experience leading cross-functional teams and partnering with HR Centers of Excellence to resolve complex cases or policy-driven inquiries.