Senior HR Operations Leader SLA & ServiceNow

Job Overview KDP is a leading consumer packaged goods company. The Senior Manager, HR Operations ensures HR shared services deliver consistent, high‑quality service for approximately 28,000 employees across the U.S. and Canada. Location & Format KDP | Frisco, TX | Hybrid (3 days in‑office) Reports To Senior Director, HR Operations & Compliance Key Responsibilities SLA Ownership & Operational Health: Own HR shared services performance against SLAs through dashboards, regular operational reviews, and clear accountability. Identify trends (volume, gaps, misses) and implement corrective actions early. Shift the team from reactive support to proactive, data‑informed service using case insights and analytics. Employee Experience as a Service Delivery Standard: Make employee experience a defined service standard: seamless, responsive access to HR across all populations. Regularly assess shared services interactions and drive improvements. Tailor service for frontline and hourly populations, who often have higher volume, time‑sensitive needs, and less access to self‑service tools. Team Leadership (Distributed Across U.S. and Canada): Lead and provide daily direction to three leaders: an HR Operations Manager for a U.S.‑based team (~8) and an HR Operations Supervisor for a Canada‑based team (4). Build a culture of accountability, collaboration, and continuous improvement. Manager Development & Succession: Develop the three direct‑report managers through coaching, regular feedback, and targeted development plans. Reinforce the manager role as people leadership (not only operations). Maintain succession plans and build bench strength for each manager seat. Key Business Project Support: Lead HR Operations execution for high‑priority initiatives (acquisitions, reorganizations, divestitures, and other structural changes). Manage cross‑functional dependencies and tight timelines, ensuring employees are supported with clarity, speed, and care. ServiceNow Platform Stewardship: Serve as an operational steward of HR ServiceNow. Partner with HR Technology to monitor performance, optimize workflows, and improve adoption. Advance intelligent service delivery (self‑service deflection, routing, knowledge management) and maintain clear documentation and case routing logic. Annual HR Cycle Execution: Plan and execute annual HR cycles (open enrollment, performance cycles, merit/compensation processes, and recurring programs) in coordination with HR Operations, HR Technology, Benefits, and Payroll. HR Business Partner Partnership & Escalation Management: Partner with HRBPs as the primary operations escalation point for complex or sensitive cases. Define clear escalation paths to resolve issues quickly with appropriate judgment. Share service trends and insights in actionable formats for HRBPs. Executive Communication & Upward Influence: Communicate operational performance, risks, and opportunities in executive‑ready terms focused on business impact (not just metrics). Regularly present operational health to the Senior Director and senior HR leadership with clear narratives grounded in data. Supplier & Vendor Management: Manage external HR vendors whose work impacts shared services (e.g., leave partners, background screening, payroll‑adjacent providers). Ensure vendor SLAs align to KDP standards and that escalations are handled proactively. Process Improvement & Centralization: Identify opportunities to centralize, standardize, or automate HR operational processes. Bring prioritized recommendations with clear business cases and measurable outcomes. Evolve the model toward predictive, intelligence‑led service that reduces case creation. Data & Reporting: Own operational reporting (SLA performance, volumes, capacity, process health). Turn metrics into actionable insights and executive narratives that inform decisions and build confidence. Total Rewards Salary range: $130,700 – $185,000 (actual placement may vary based on experience, skills, and other factors) Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401(k) with company match, Tuition Reimbursement, and Mileage Reimbursement Annual bonus based on performance and eligibility Requirements Bachelor's degree in Human Resources, Business Administration, or equivalent experience 5+ years of progressive HR operations or shared services experience, including 2+ years managing managers or leading a multi‑function team of 10 or more Demonstrated experience as a manager of managers – with a track record of actively coaching, developing, and holding accountable direct‑report leaders Demonstrated ownership of SLA performance and operational metrics in a shared services or HR operations environment Active, hands‑on experience with ServiceNow in an HR context (case management, workflow, reporting) Proficiency with Workday (HCM) for data integrity, transaction processing, and reporting Demonstrated experience supporting major business transitions – acquisitions, reorganizations, or divestitures – from an HR operations perspective Experience supporting both salaried and hourly/frontline employee populations within a shared services model Strong ability to interpret and communicate operational data through dashboards and executive‑ready reporting Experience supporting annual HR cycle programs (open enrollment, performance, compensation planning) Proven ability to manage cross‑functional partnerships with HRBPs, HR Technology, Payroll, Benefits, and Legal Preferred Consumer packaged goods (CPG) or manufacturing industry experience Experience supporting large, distributed employee populations (20,000+) Familiarity with AI‑assisted HR service delivery tools, including intelligent case routing, self‑service deflection, or chatbot/virtual‑agent platforms within an HR context. Awareness of the shift toward intelligent employee services is increasingly valuable in shared services leadership. Experience managing or coordinating with external HR vendors and suppliers Familiarity with HR process improvement methodologies (Lean, Six Sigma, or equivalent) Company Overview Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American refreshment beverage business holds leadership positions across carbonated soft drinks, water, juice and mixers with a portfolio of iconic brands such as Dr Pepper®, Canada Dry®, Mott’s®, A&W®, Peñafiel®, GHOST®, 7UP®, Snapple®, Clamato® and Core Hydration®. Our global coffee business spans more than 100 markets and includes the leading Keurig® single‑serve brewing system in the U.S. and Canada, along with powerhouse brands such as Peet’s, L’OR and Jacobs, and other regional coffee leaders. Our more than 50,000 employees aim to enhance the experience of every beverage and coffee occasion while making a positive impact for people, communities and the planet. We strive to be an employer of choice, providing a culture and opportunities that empower our team to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well‑being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work. Equal Opportunity Employer Keurig Dr Pepper is an equal opportunity employer and recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. A.I. Disclosure KDP uses artificial intelligence to assist with initial resume screening and candidate matching. This technology helps us efficiently identify candidates whose qualifications align with our open roles. AI does not make hiring decisions; all decisions throughout the hiring process are made by talent acquisition team members. 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