Operations Manager

RELOCATION ASSISTANCE:
No relocation assistance available

CLEARANCE REQUIRED FOR START:
No

CLEARANCE TYPE:
None

TRAVEL:
No

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon.

We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

Operations Manager 2 is accountable for leading and developing high-performing HRSC teams that deliver exceptional service quality, compliance, and operational excellence. This leader combines operational rigor with a culture of engagement, accountability, and continuous improvement, partnering across HR functions and stakeholders to ensure a consistent and positive employee experience.

This position is located in Irving, TX.

This position leads a front-line help desk team of 15–20 service agents who deliver day-to-day HR assistance — payroll, time-keeping, onboarding, employee data changes, and similar requests — to internal customers. The role blends hands-on contact center leadership with workforce management: building weekly and monthly staffing plans from volume forecasts and real-time analytics, managing shift coverage, time-off, and on-call rotations to sustain service continuity, and holding SLA adherence at or above target.

It owns end-to-end resolution of Tier 1 cases, monitors queue health and reallocates resources in real time, and serves as the primary escalation point for complex or high-impact incidents in coordination with HR Centers of Excellence, IT, and senior HR leadership. Performance is managed by data — AHT, FCR, SLA, and CSAT — with current knowledge base and desktop procedures and automation opportunities such as chatbots and RPA driving first-contact resolution.

• Own end-to-end service delivery for assigned HR service lines, ensuring service levels, quality, and compliance standards are consistently met or exceeded.
• Monitor team workload and capacity, adjusting staffing and work assignments to sustain performance through volume fluctuations.
• Establish and enforce standard operating procedures, quality assurance routines, and documentation discipline; lead resolution of complex or high-risk escalations before they become service failures.

• Lead, coach, and develop multiple HRSC teams — setting clear performance expectations and conducting regular one-on-one coaching, quality reviews, and career development planning.
• Foster a positive, accountable, and engaged culture that sustains high-volume operational demands; recognize strong contributions and address underperformance fairly and directly in partnership with HR partners.
• Lead workforce planning — hiring, onboarding, cross-training, and surge staffing — building bench strength that eliminates single points of failure.

• Partner with HR Centers of Excellence, Payroll, Legal, IT, Knowledge Management, and vendors to align operational execution with broader organizational goals and maintain current process documentation.
• Comm…