People Operations Lead

The People Operations Lead will oversee the day-to-day operations of the People Operations team within the HRIS and Strategy function, with a focus on accurate, timely handling of high-volume HR transactions. This role serves as a primary escalation point for transaction processing concerns and supports operational excellence through standardization, documentation, training, and continuous improvement. Location Charlotte, NC (onsite) Compensation USD 50,000 - 78,000 per year (based on locale and experience). In addition to the competitive salary, bonuses are awarded in accordance with company policies and applicable criteria. Education A Bachelor’s degree in Human Resources, Business Administration, or another related field is required. Key Responsibilities Lead, coach, develop, and manage a team of People Operations Specialists. Set performance expectations and monitor productivity, quality, and service level agreements. Partner with the HRIS manager to provide ongoing coaching, feedback, career development opportunities, and corrective actions when necessary. Support workload balancing, resource planning, and prioritization of team activities to meet operational demands and business needs. Oversee execution of Human Capital Management (HCM) transactions, including hires, job changes, organizational assignments, compensation changes, leave transactions, worker data updates, terminations, and other lifecycle activities. Ensure transactions are completed accurately and timely in alignment with established service level agreements, policies, and procedures. Monitor daily work queues; review, investigate, and resolve escalated transaction issues, data discrepancies, and operational challenges, and support workload prioritization based on business needs. Ensure compliance with internal controls, policies, and audit requirements. Develop, document, maintain, and govern standard operating procedures, policies, work instructions, and operational processes to support clear ownership, consistency, and adherence. Identify efficiency opportunities by eliminating manual effort and standardizing processes. Lead operational process improvement initiatives and support implementation of new processes. Partner with HRIS on system enhancements, testing, and deployment readiness. Analyze operational, quality, and workload trends and recommend solutions to improve service delivery. Collaborate with HRIS and Functional SMEs to resolve operational issues. Serve as a subject matter expert on operational workflows, transaction execution, and People Operations processes. Monitor operational metrics, service levels, workload trends, and performance against established goals and service commitments. Conduct quality reviews and audits to confirm transaction accuracy and compliance within the HCM system of record. Prepare and distribute operational reports, dashboards, audit results, and performance outcomes. Drive corrective actions and process improvements based on audit findings and operational trends. Required Qualifications Strong knowledge of HR operations, employee lifecycle processes, and transaction management. Demonstrated experience building, documenting, and improving operational processes and policy. Ability to manage competing priorities in a high-volume environment. Strong analytical, organizational, and problem‑solving skills. Excellent verbal and written communication skills. Ability to build partnerships across multiple functional teams. Experience managing service levels, quality standards, and operational metrics. Strong attention to detail and commitment to data accuracy. Ability to handle confidential information with discretion. Supervisory or leadership experience within HR Operations, Shared Services, HRIS, or Payroll. Experience with Workday HCM. Experience managing employee lifecycle transactions in a centralized service model. Experience with process improvement methodologies and operational excellence practices. Advanced Microsoft Excel and reporting skills. Experience with case management, knowledge management, or ticketing systems. Ability to work in a standard office environment, using computers and other office equipment. Occasional lifting up to 25 lbs. Technology Human Capital Management (HCM) HRIS Workday HCM Microsoft Excel Benefits Paid training Holiday pay 401(k) Vacation Family travel on the American Airlines network Medical and dental available Employment Contingencies Employment is contingent upon a clear driving record, a 10-year Criminal History Records Check, and a drug screen as required. Proof of high school or GED completion is required. Minimum 18 years of age. Application Deadline August 12, 2026 . Job postings expire at 11:59 PM Eastern Standard Time on the day before the deadline. #J-18808-Ljbffr Piedmont Airlines, Inc.