HR Service Center Manager - US & Canada

Job Summary / Purpose:

As an HR Service Center Manager will serve as a primary HR support resource, providing higher-level expertise to resolve complex issues and escalated cases. Acting as an ambassador for all HR processes and policies, will handle initial and escalated contacts from team members, managers, retirees, and HR partners across all stages of the employee life cycle, including onboarding, policy inquiries, compliance, benefits, employee relations, HRIS support, payroll, and offboarding. This role requires thorough HR knowledge, strong customer service focus, and effective communication skills to deliver timely, accurate, and positive support. This position will also collaborate with HR Specialists, HR Business Partners, and other HR Centers of Excellence to drive effective and consistent resolution of complex issues

The successful candidate will bring demonstrated HR experience in both the U.S. and Canada, with a strong background in managing and resolving HR matters. This is a remote position based in California, Chicago, Detroit, or Atlanta, operating on Pacific Time, with the expectation of being within travel distance of the one of these locations.

Essential Duties and Responsibilities:

 

• Manage and resolve escalated HR inquiries, including complex cases across benefits, onboarding, payroll, compliance, and policy interpretation.
• Conduct thorough research and analysis to ensure issues are resolved in alignment with company standards and legal requirements.
• Ensure data accuracy and compliance by auditing records, overseeing onboarding and offboarding processes, and maintaining regulatory documentation.
• Support compliance initiatives, including ADA accommodations, E-Verify processes, and labor law requirements across all locations.
• Assist in onboarding activities, providing guidance on HRIS, benefits enrollment, and managing escalated HR cases to ensure seamless employee experiences.
• Support compliance in pre-hire onboarding tasks for corporate and field employees, including managing background checks, license verification, state-required paperwork, and adjudication processes .
• Ensure compliance with local hiring standards
• Provide advanced assistance with HRIS inquiries, system updates, and troubleshooting, ensuring data integrity and user support.
• Collaborate with HR partners on complex case resolutions, offering insights and recommending process improvements to enhance service quality.
• Identify trends and recurring issues, suggesting policy or procedural adjustments for improved efficiency and service.
• Assist in training and mentoring Tier 1 Specialists, sharing best practices and providing guidance on complex inquiries.
• Meet or exceed service level standards, achieving departmental metrics in support of HR administrative functions.
• Contribute to various reports, special projects, and other assigned tasks as needed.

Departmental Support:

• Participate in and share process improvements, building team efficiencies suggestions, and best practices during team huddles and training sessions.
• Continuously develop knowledge of HR best practices through continuous education and outreach with the HR community and local organizations.
• May assist with facilitating new team member orientation sessions and orientation administration processes.

Metrics and Goals:

• Performance in this role will be measured in the categories of Customer Service, Quality of work, Issue Resolution, and Operations goals.

Required Skills, Education and Certification:

• Strong clear English (verbal and written) is required
• Minimum associate’s degree in human resources, business administration, or related field (or equivalent experience).
• 7-9 years fast-paced, Human Resources, contact center, training, generalist, and manager
• Customer service experience
• Technical aptitude and experience with multiple systems
• Excellent analytical and strong interpersonal communication.
• Organization, priority-setting, and independent critical thinking
• Experience with HRIS systems; specifically Workday and Dayforce
• Prior experience supporting employees in both the U.S. and Canada.

Preferred Skills, Education , and Certifications:

• SHRM certification preferred; experience with advanced reporting tools.

Compensation:
Salary Range: $80,000-$100,000 annually, commensurate with experience.

Benefits: Comprehensive benefits package including paid time off, paid holidays, 401(k), and health insurance coverage, including medical, dental, vision, and life insurance.

Schedule: Monday – Friday - 9am–5pm PST

Work Environment and Culture

• Ability to lift and carry up to 15-20 pounds
• Ability to sit, stand, and walk for prolonged period of time throughout the workday
• Work performed primarily in a home-based office environment, consisting of light to moderate physical activity, including the use of a computer, telephone, and/or other office equipment.
• Work must be performed within the expected work hours and schedule including required meetings and on-time attendance.
• Travel - Little to None