HR Operations Manager

POSITION SUMMARY

At McCarthy, we believe strong HR support plays an important role in creating a positive employee experience and enabling our teams to do their best work. We are looking for an HR Service Center Manager to lead our centralized HR support team and help shape the future of HR service delivery across the organization.

In this role, you will oversee the day-to-day operations of the HR Service Center, ensuring employees and managers receive timely, accurate, and consistent support for their HR-related questions and needs. You will lead and develop a team focused on delivering exceptional service while identifying opportunities to simplify processes, improve efficiency, and expand self-service capabilities.

This is an opportunity for a hands-on, people-focused leader who enjoys balancing daily operations with continuous improvement. You will partner with HR teams across the organization to create a more connected, consistent, and scalable HR service delivery model.

RESPONSIBILITIES

Lead HR Service Center Operations

• Oversee daily operations, ensuring HR inquiries and service requests are addressed accurately, efficiently, and within established service expectations.
• Manage inquiry workflows, workload distribution, escalations, and service delivery standards to ensure consistent support across the organization.
• Establish and maintain standard operating procedures, training materials, and knowledge resources that promote accuracy and consistency.
• Monitor service trends and resolve operational challenges to improve the quality and efficiency of HR support.

Develop and Lead a High-Performing Team

• Lead, coach, and develop HR Service Center team members, establishing clear expectations for performance, accountability, and customer service.
• Build team capabilities through ongoing training, cross-training, knowledge sharing, and professional development.
• Foster a collaborative, customer-focused environment where team members take ownership of issues and look for ways to improve how work gets done.

Enhance the Employee Experience

• Ensure employees and managers receive responsive, helpful, and consistent HR support.
• Monitor customer feedback and service quality to identify opportunities to improve the employee experience.
• Partner with HR subject matter experts to resolve escalated inquiries and ensure employees are connected with the right resources.
• Promote the use of HR knowledge resources and self-service tools to help employees find answers quickly and independently.

Drive Continuous Improvement

• Analyze service metrics and inquiry trends to identify recurring issues, process gaps, and opportunities for improvement.
• Establish and monitor key performance indicators, including response and resolution times, service quality, customer satisfaction, and inquiry volume.
• Partner with key stakeholders to streamline workflows, improve technology utilization, and reduce manual work.
• Support the implementation of automation, knowledge management, and self-service solutions that improve service delivery and scalability.
• Provide regular updates on operational performance, service trends, improvement initiatives, and resource needs.
• Ensure service delivery practices align with company policies, confidentiality requirements, and applicable regulatory standards.

QUALIFICATIONS

• Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent relevant experience.
• Minimum 5 years of experience leading an HR Service Center or comparable employee-support operation.
• Demonstrated experience managing service delivery operations, improving processes, and establishing standard operating procedures.
• Experience using HR systems, case management tools, reporting platforms, or employee self-service technology.
• Strong analytical skills and the ability to use data to identify trends, measure performance, and drive improvements.
• Excellent communication, problem-solving, and relationship-building skills.
• A customer-focused mindset with a commitment to delivering accurate, timely, and consistent service.
• The ability to balance day-to-day operational priorities with longer-term process improvement initiatives.
• Strong judgment and discretion when handling confidential employee information.
• Bilingual Spanish-English required.

McCarthy is proud to be an equal opportunity employer, including disability and protected veteran status.

NOTICE TO EXTERNAL SEARCH FIRMS: McCarthy's Talent Acquisition Team is the only authorized representative permitted to engage with external search firms, staffing agencies, or other third-party recruiting partners. McCarthy maintains an Approved Agency List for recruiting partners, which is reviewed and updated annually.

McCarthy will only consider submissions from agencies with a signed fee agreement in place for the current year. McCarthy does not accept unsolicited resumes, candidate submissions, or referrals from agencies that do not meet these requirements.

If a candidate is submitted without an active agreement, McCarthy will have no obligation to pay any fees and reserves the right to contact, engage, interview, or hire such candidate(s) without any financial or other responsibility to the submitting agency. Unsolicited resumes, including those sent directly to hiring managers or other employees, will be considered the property of McCarthy.