Manager- HR Service Center

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast‑paced world of connectivity, and we’re on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn’t just a luxury anymore — it’s a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you’ll be enabling progress and enhancing lives by providing reliable, high‑speed connectivity solutions that keep the world connected.

We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team‑oriented and passionate about delivering consistent excellence, Optimum is the company for you!

We are Optimum!

At Optimum, our people power the connections that keep communities, businesses, and customers moving. As Manager, HR Service Center, you’ll lead the team and technology behind our enterprise HR support experience — combining human connection with smart systems, AI, and data‑driven insights.

Reporting to the Director of HR Services, Leave, and Compliance, this role leads our Ask HR Service Center, HR systems, and knowledge resources to deliver a seamless, high‑quality employee experience ’ll guide a team of HR Associates, oversee core HR platforms, ensure service‑level excellence, and partner across HR, IT, Legal, and the business to continuously improve how employees get the support they need.

This is a hands‑on leadership role for someone who thrives at the intersection of people, process, and technology in a fast‑paced, customer‑focused environment.

• Inspire, coach, and develop a team of HR Associates supporting employees across the enterprise
• Foster a culture of accountability, continuous improvement, and customer‑first service
• Monitor performance, productivity, and quality using individual and team scorecards
• Provide ongoing feedback, coaching, and development to help team members grow and succeed

• Oversee day‑to‑day administration, access, and optimization of key HR systems, including SAP/ECSC ticket and case management
• Onward HR (Severance Tool)
• OnBase document retention
• AI‑powered tools such as People Reign

• Partner with HRIT to ensure system stability, integrations, upgrades, and data integrity
• Ensure seamless connections across chat, phone, Outlook, AI, and ticketing platforms

• Deliver regular reporting on ticket, call, and chat volume, SLAs, trends, and employee feedback
• Share insights with HR COEs and leaders to improve policies, processes, and self‑service tools
• Provide severance and workforce movement reporting to support benefits, compliance, and business planning

• Ensure HR knowledge content across ONE, shared resources, and AI tools is current, clear, and easy to use
• Partner with COEs to maintain FAQs, guides, and reference materials that empower employees and agents
• Support policy updates with well‑designed knowledge assets optimized for digital and AI support

• Collaborate closely with HR COEs, HR Business Partners, HRIT, Legal
• Serve as primary administrator for the Onward HR Severance system, including process enhancements and new program launches
• Support compliance, audits, and legal requests related to employee records and documentation

#LI-GW1

• 5+ years of experience in HR operations, HR systems, or an HR Service Center / Call Center environment
• 1‑3+ years of people leadership experience, managing performance, schedules, and service delivery
• Hands‑on experience with HRIS and workforce systems such as SAP, People Soft, Oracle, or ADP
• Experience supporting a multi‑location, multi‑state workforce preferred
• A service‑driven mindset with a passion for creating great employee experiences
• Strong analytical skills and comfort using data to drive decisions
• Confidence leading through change in a technology‑enabled environment
• Clear, compelling communicator who builds trust and alignment
• Ability to prioritize, adapt, and lead under…