Human Resources Manager ; HR Service Operations Manager

Position: Human Resources Manager 2 (HR Service Operations Manager)
** What You Will Do*
* ** Why This Role Matters*
* ** HR Services is a critical connection point between employees, managers, and the broader HR organization. The HR Manager 2 provides frontline leadership for a high-volume service environment responsible for employee inquiries, workforce administration, HR transactions, and case management. This leader will help ensure employees receive timely, accurate, and consistent support while maintaining the operational discipline necessary to meet the needs of the Laboratory.*
* ** Who We're Looking For*
* ** We are looking for a hands-on, people-focused leader who thrives in a fast-paced service environment. The ideal candidate understands how to balance employee experience with operational accountability and is comfortable using data to make decisions, managing competing priorities, and coaching employees toward stronger performance. This individual will bring energy and consistency to the team while building an environment where employees understand expectations, feel supported, and are motivated to deliver high-quality service.*
* ** The Mission*
* ** As the HR Manager 2 for HR Services, you will lead day-to-day service operations and ensure the team has the direction, resources, and support necessary to meet customer and organizational needs. You will monitor service performance, manage workload and staffing coverage, resolve escalated issues, develop employees, and identify opportunities to improve efficiency and the employee experience. You will also partner across HR to maintain service continuity and support organizational and system changes.*
* + Lead Daily Operations:
Provide frontline leadership for high-volume HR service delivery, including workload distribution, queue management, staffing coverage, and transaction oversight.

+ Develop and Engage Employees:
Coach and develop employees, establish clear performance expectations, provide timely feedback, and foster an accountable and engaged team environment.

+ Manage Service Performance:
Use operational metrics and trends to identify service gaps, address backlogs, and improve responsiveness, quality, and customer satisfaction.

+ Resolve Complex Issues:
Provide leadership and sound judgment for escalated or sensitive employee and manager concerns.

+ Drive Continuous Improvement:
Identify opportunities to standardize processes, strengthen quality, improve efficiency, and enhance the customer experience.

+ Build HR Partnerships:
Collaborate with Benefits, Talent Acquisition, Payroll, HRIS, and other HR partners to resolve issues and deliver coordinated HR services.

+ Lead Through Change:
Help employees navigate changing priorities, processes, and systems while maintaining continuity of operations.

** What You Will Need*
* ** Minimum

Job Requirements:

*
* ** Applicants must meet*
* ** all*
* ** of the following requirements:*
* + Customer Service Operations Leadership:
Demonstrated leadership experience in a high-volume call center, contact center, customer service center, shared-services environment, or comparable customer-facing operation, including responsibility for daily service delivery and team performance.

+ People Leadership:
Demonstrated experience leading, coaching, and developing employees, managing performance, establishing clear expectations, and maintaining employee engagement and accountability in a fast-paced operational environment.

+ Operational Performance Management:
Demonstrated experience managing staffing and workload coverage, customer escalations, service levels, and operational performance using data and metrics to identify gaps and implement corrective actions.

*
* Education:

*
* ** Position requires a Bachelor's Degree from an accredited institution and 3 years related experience; or, an equivalent combination of education and experience directly related to the occupation.*
* ** Desired

Qualifications:

*
* + Call Center Operations:
Experience directly managing a high-volume call center or contact center, including call queues, staffing models, scheduling, call volumes, abandonment/acceptance rates, response times, and service-level performance.

+ Performance & Analytics:
Experience using operational dashboards, customer service metrics, workforce data, and performance trends to make staffing decisions, address performance gaps, and improve service delivery.

+ Custom

+ Customer Experience & Service Recovery:
Experience managing escalated customer concerns, developing service-recovery strategies, and implementing…