Solutions Manager

• Metropolis is seeking a Manager, People Solutions to oversee the execution, coordination, and ongoing optimization of our Central People Operations function
• Reporting directly to the Director, People Operations, you will serve as the operational bridge between frontline processing and leadership by driving team performance against daily delivery objectives, automating workflows, and resolving complex transactional escalations
• In this role, you will lead and mentor a team of People Solutions Coordinators, translate operational data into strategic insights, and build strong cross-functional partnerships with Payroll, HR, Legal, Risk, and Field Leadership to fuel Metropolis’s rapid growth
• Establish, refine, and maintain operational procedures, SOPs, and daily delivery schedules to ensure high-quality service execution
• Oversee HRIS data accuracy for all employee lifecycle changes and maintain a robust audit framework to catch errors upstream
• Lead automation and AI initiatives, including LLM-assisted intake and automated triage routing, to increase turnaround times and operational efficiency
• Serve as the senior escalation point for complex employee transactional issues, utilizing data and past experience to drive resolution
• Collaborate cross-functionally with Payroll, HR, Legal, Risk, and Field Leadership to align on shared priorities and smooth operational handoffs
• Analyze field-level error patterns and partner with Field Leadership on corrective actions to improve data quality at the source
• Provide regular performance reporting and actionable operational insights to the Director, People Operations
• Manage, coach, and develop a team of People Solutions Coordinators, distributing workload across queues and managing SLA performance
• Foster an inclusive environment of transparent communication while implementing feedback systems to elevate team performance
• Lead medium-to-large scale operational projects end-to-end and establish cross-training coverage to eliminate single points of failure

• We subsidize high-quality health insurance coverage for full-time and hourly employees
• Equity options
  - We offer ownership opportunities through stock options
• Wellness benefits - A wellness program designed to support a variety of needs
• Health insurance
  - We subsidise high-quality health insurance coverage for full-time and hourly employees
• 401(k) match
  - Plan for your future with a 4% company match
• Parental leave
  - Receive support prior to, during leave, and as you transition back to work
• Time off
  - Unlimited PTO for salaried employees, and a generous PTO package for our hourly employees
• Paid holidays
  - We observe major holidays with company-wide closures, and double hourly rates for those who work
• Hybrid environment
  - Magic happens face to face, but we support a flexible working model

Proven track record of evaluating operational workflows, implementing process improvements, and integrating automation or AI tools to drive team efficiency

Creative problem-solving mindset with a passion for challenging assumptions, digging to root causes, and driving continuous innovation

Strong analytical skills with a history of leading medium-to-large operational projects end-to-end and resolving non-routine HR issues

Deep hands-on expertise with enterprise HRIS platforms such as Workday, UKG, or ADP, ensuring data accuracy across high-volume processes

Proven ability to take ownership of results, clarify expectations, anticipate blockers, and reliably deliver on commitments

Strong communication and influence skills to collaborate across functions and make sound operational recommendations5+ years of progressive experience in People Operations, HR Operations, or Shared Services, with direct experience supervising or managing a team Demonstrated experience partnering effectively with Payroll, HR, Legal, Benefits, and Field Leadership on complex transactions and escalations