The Sr. Manager, HR Shared Services & Support leads the day-to-day operations of the company’s HR Shared Services (HRSS) function, ensuring timely, accurate, and high-quality delivery of HR services to a diverse global workforce of retail, warehouse, and professional employees. This role oversees a team of HR Coordinators and Associates, manages HR processes and technology platforms, and partners closely with HR Centers of Excellence (COEs), HR Business Partners (HRBPs), Payroll, and HR tech to streamline workflows, improve employee experience, and ensure compliance with all relevant policies and regulations.

The ideal candidate is a process-focused, solutions-oriented HR leader who thrives in a high-volume, fast-paced environment and has demonstrated success managing scalable HR operations across multiple employee populations and geographies.

Key Responsibilities

Operational Leadership

• Lead the HR Shared Services team responsible for HR transactions, employee data management, onboarding/offboarding, employee inquiries, and HR systems support.
• Develop, manage, and continuously refine service-level agreements (SLAs), standard operating procedures (SOPs), and performance metrics to ensure operational excellence.
• Monitor and optimize daily workflow distribution to meet volume demands from retail stores, distribution centers, and corporate offices.

HR Service Delivery

• Oversee support through HR ticketing/case-management platforms.
• Ensure timely and compliant processing of employee lifecycle events, including new hires, job changes, promotions, leaves of absence, separations, and global mobility transactions.
• Partner with Payroll to validate data integrity and resolve discrepancies.
• Support global and domestic HR programs (e.g., annual performance/comp cycles, benefits enrollment, policy rollouts).

Process Improvement & Technology

• Identify opportunities to enhance service delivery through process optimization, automation, self-service tools, and improved knowledge base content.
• Serve as a key stakeholder for HR technology (HRIS) enhancements, system testing, configuration updates, and integrations.
• Ensure strong data governance and support audit, compliance, and reporting needs.

Team Leadership & Development

• Manage, coach, and develop a global HRSS team, building capabilities in customer service, process excellence, and systems expertise.
• Foster a culture of accountability, continuous improvement, and service-minded collaboration.
• Coordinate workload, staffing needs, and development plans for both domestic and international support teams.

Cross-Functional Collaboration

• Partner with HRBPs, COEs (Talent Acquisition, Compensation, Benefits, Learning & Development), Legal, and HR Tech to ensure alignment of shared services with broader HR strategy.
• Work closely with global leaders to adapt processes to local regulations, labor practices, and cultural considerations.
• Act as a primary point of escalation for complex or sensitive HR ticket issues.

Qualifications

Education & Experience

• Bachelor’s degree in Human Resources, Business Administration, or related field; Master’s degree preferred.
• 5+ years of HR operations/shared services experience, including at least 3 years in a managerial or leadership role.
• Experience supporting diverse employee groups (retail, warehouse/distribution, and corporate/professional).
• Global HR operations experience strongly preferred.

Skills & Competencies

• Strong understanding of HR processes, data management, and employee lifecycle.
• Expertise with HRIS, ticketing/case management tools, and report generation.
• Demonstrated ability to streamline processes and lead operational improvements.
• Excellent communication, customer service, and stakeholder-management skills.
• Strong analytical, organizational, and problem-solving capabilities.
• Ability to thrive in a fast-paced, high-volume environment with competing priorities.
• Knowledge of employment laws and compliance requirements in both domestic and global contexts.

Key Performance Indicators (KPIs)

• SLA adherence and case resolution times
• Accuracy and compliance of HR transactions
• Employee and manager satisfaction scores
• HR data quality and audit results
• Process improvement ROI (efficiency, error reduction)
• Team engagement and development outcomes