Senior Manager, HR Global Services – Transformation

Role Overview

• Own the performance, reliability, and quality of the HR service delivery model, ensuring core services are executed accurately, consistently, and at scale across a globally integrated team
• Lead the stabilization of the service model post-transition, closing operational gaps, improving execution quality, and building the discipline required to deliver at the standard the business expects
• Champion the manager and employee service experience as a top priority
• measuring it rigorously, acting on what the data shows, and treating every friction point as a problem worth solving
• Move beyond speed and volume metrics to understand whether people actually feel well-served
• Drive the transformation of how HR work gets done
• identifying manual, high-volume, and repeatable processes and redesigning them through automation, AI-enabled workflows, and digital self-service solutions that reduce ticket volume, eliminate rework, and improve the experience
• Act as the primary process engineer for HR, auditing end-to-end workflows to eliminate waste, duplication, and unnecessary complexity, and enforcing scalable, standardized ways of working across the organization
• Shape the performance framework for HR services
• moving beyond SLA compliance to measure what actually matters: experience quality, automation adoption, first-contact resolution, error severity, efficiency, and business impact
• Lead, develop, and set high standards for a team of HR service professionals, while providing dotted-line direction and performance oversight to a broader globally distributed service team
• Drive the performance and continuous improvement of the external service delivery partnership, setting clear expectations, building accountability, and pushing the model toward greater quality, efficiency, and innovation
• Act as the gatekeeper for new work entering the service model, ensuring new processes and requests are designed for scale, operationally sound, and ready to execute before launch
• Provide the HR Leadership Team with a clear, data-driven view of service capacity, operational risk, and execution readiness to support sound prioritization and decision-making.

Requirements

• Bachelor's degree in Human Resources, Business Administration, Operations, Industrial Engineering, or a related field, or equivalent years of experience
• Minimum 8 years of progressive experience in HR operations, shared services, service delivery transformation, or large-scale operations leadership required
• Minimum 5 years of people leadership experience required, including direct management of a team of HR professionals within a complex, matrixed, or globally distributed environment
• Proven experience operating in a large-scale environment (10,000+ headcount) with a decentralized frontline workforce strongly preferred
• Demonstrated track record of improving the employee or manager service experience through measurable, sustained change
• not just process compliance
• Demonstrated success leading automation, AI adoption, or digital self-service transformation in an HR or operations environment strongly preferred
• Proven ability to stabilize and improve a service delivery model post-transition, including closing operational gaps and raising performance standards
• Experience managing external service delivery partnerships or outsourced operations is strongly preferred
• Experience with Lean, Six Sigma, process engineering, or continuous improvement methodologies is strongly preferred
• Experience in a top-tier consulting firm focused on operations or implementation, or comparable in-house transformation experience, is highly desirable.

Benefits

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
• 401(k) retirement plan with company-matching contributions
• Vacation days & sick days
• Company-paid holidays & floating holidays
• Professional and Personal Growth
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)