HR Service Center Manager - US & Canada

Job Summary: The HR Service Center Manager serves as a primary HR support resource, providing advanced expertise to resolve complex issues and escalated cases. Acting as an ambassador for HR processes and policies, this role handles initial and escalated inquiries from team members, managers, retirees, and HR partners across all stages of the employee lifecycle, including onboarding, policy inquiries, compliance, benefits, employee relations, HRIS support, payroll, and offboarding. This role requires strong HR knowledge, a customer-focused mindset, and effective communication skills to deliver timely, accurate, and positive support. The position also collaborates with HR Specialists, HR Business Partners, and Centers of Excellence to ensure consistent and effective 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. Preferred locations include California, Chicago, Detroit, and Atlanta, though remote candidates may be considered if they can work Pacific Time hours and travel periodically to one of these areas. 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, team efficiency suggestions, and best practices during team huddles and training sessions. Continuously develop knowledge of HR best practices through ongoing education and engagement 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 7+ years of experience in a fast-paced environment, including Human Resources, contact center operations, training, generalist, or management roles. Experience with HRIS systems, specifically Workday and Dayforce Prior experience supporting employees in both the U.S. and Canada. Minimum associate’s degree in human resources, business administration, or related field (or equivalent experience). Strong customer service experience in a fast-paced environment. Technical aptitude and experience with multiple HR related systems. Excellent analytical skills and strong interpersonal communication skills. Strong, clear English communication skills (verbal and written) are required. Strong organizational, priority-setting, and independent critical thinking skills. 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 – 9:00 AM–5:00 PM PST Work Environment and Culture Ability to lift and carry up to 15-20 pounds Ability to sit, stand, and walk for prolonged periods 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 Equal Opportunity Employer ContinuServe is an Equal Opportunity Employer committed to a culturally diverse workforce. We are committed to providing an inclusive environment based on mutual respect for all candidates and team members. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, height, weight, marital status, gender identity expression, disability status, protected veteran, or other legally protected status by state or federal law. #J-18808-Ljbffr