HR Shared Services Operations Lead

Job ID: 274296
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Human Resources
Remote Eligible:Hybrid Schedule

 

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

 

The Opportunity:

Position: Shared Services HR Ops Lead

Location: Field Support Center (FSC) - San Francisco, CA

 

About HR at Sephora:

The HRIS, Analytics, & Shared Services team are on an exciting journey of transformation, leveraging data and optimizing processes to strengthen our core operations. We need an HR Ops Lead to drive continuous improvement and ensure our operational foundation is robust. This role is key to both our team's success and the support of our entire HR ecosystem.

 

Your role at Sephora:
The Shared Services HR Ops Lead is a critical, hands-on role responsible for ensuring the efficient, accurate, and timely delivery of core HR operational services. This role serves as a second-tier support function, handling complex inquiries and escalations, while also actively contributing to process improvement and project initiatives to enhance the overall employee experience.

This role would act as the primary liaison and trusted partner for HR Business Partners. The lead would drive operational alignment by understanding HRBP needs and translating them into efficient processes, ensuring the HR Ops function is a strong, responsive foundation for the entire HR ecosystem.   

• Advanced Ticket Management and Resolution
  • Serve as a subject matter expert, analyzing and providing expert guidance for complex or escalated tickets that are beyond the scope of Tier 1 support.
  • Take ownership of high-priority and complex tickets from initial escalation through to final resolution, ensuring all issues are handled with accuracy and a sense of urgency.
  • Proactively monitor ticket queues, emails, and other communication channels to identify and address potential operational challenges before they impact service delivery. Act as a conduit between Kohl’s and Sephora partners across the organization
• HR Operational Workflow Management
  • Manage and support HR operational workflows within HR System, including onboarding, position management, transfers, promotions, offboarding etc.
  • Collaborate with HR Business Partners (HRBPs) and other functional teams to resolve intricate issues and ensure a seamless, coordinated approach to HR service delivery.
  • Establish and enforce best practices and standard operating procedures (SOPs) for ticket resolution and operational workflows.
  • Serve as the primary point of contact for all escalations from the Tier 1 teams, and ensure they receive the necessary training to handle common issues and improve their skills.
• Process Improvement and Root Cause Analysis
  • Investigate the root causes of recurring issues and operational challenges to identify systemic problems rather than just treating the symptoms.
  • Identify and document gaps in existing processes, workflows, and systems. Proactively provide detailed feedback and recommendations to the systems and leadership teams for improvement.
  • Actively participate in HR Ops projects, contributing insights and expertise to help design and implement new processes, tools, or systems.

 

We’re excited about you if you have:

• 5+ years of experience in HR Shared Services, HR Operations, or a similar HR role.
• Expertise with HR systems (HRIS platforms like SAP SuccessFactors; case/ticketing systems such as ServiceNow or Jira).
• Strong analytical skills with advanced Excel (pivot tables, VLOOKUP) and