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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in HR operations and service delivery, with a focus on capacity planning, performance management, and operational execution. Proven ability to lead teams, drive measurable business outcomes, and implement scalable HR service solutions.
Highest-signal resume keywords
HR Operations ManagementPeople LeadershipService Delivery MetricsHR Technology PlatformsChange Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementCapacity PlanningOperational Risk ManagementPerformance ManagementService Level AgreementsQuality StandardsWorkflow AutomationData AnalysisRoot-Cause AnalysisCompliance Management
Soft Skills
Analytical SkillsProblem-SolvingCommunication SkillsInfluencing SkillsCross-Functional Collaboration
Tools & Technologies
Oracle HCMServiceNowWorkdayHRISKnowledge Management SystemsSelf-Service PlatformsAI-Enabled Solutions
Industry Keywords
HR Service CenterShared ServicesBusiness ContinuityOrganizational ChangeEmployee Experience
Tech Stack
Tools & technologiesOracleServiceNow
About the role
Key responsibilities & impact- Lead, coach, and develop a team of HR Service Center professionals
- Oversee daily service center operations, including case management, inquiry resolution, escalations, workload balancing, and delivery performance
- Operate and scale service levels, procedures, controls, and quality standards
- Translate business growth, workforce plans, and service trends into capacity, staffing, prioritization, and execution plans
- Ensure reliable delivery during peak periods, organizational change, acquisitions, market expansion, and increased demand
- Maintain escalation, issue resolution, and business continuity practices
- Connect HR Service Center priorities and performance to enterprise goals and measurable business outcomes
- Partner with HR and business leaders to clarify service ownership, anticipate demand, resolve delivery risks, and enable execution
- Drive shared commitments, decision rights, handoffs, and accountability for end-to-end service delivery
- Provide operational insights and recommendations to improve business readiness, team member experience, manager effectiveness, and HR capacity
- Lead or support enterprise initiatives requiring scalable, consistent, and timely HR service delivery
- Deliver a consistent, responsive support experience for team members and managers
- Expand adoption of self-service and knowledge resources
- Own the performance and evolution of the HR Service Center operating model
- Maintain and scale the HR service catalog, standardized workflows, forms, knowledge articles, procedures, and service controls
- Apply root-cause analysis and continuous improvement to address recurring issues, strengthen quality, and protect compliance
- Establish governance routines reinforcing consistent execution, clear ownership, and timely decisions
- Partner with HRIS and HR technology teams to scale service delivery capabilities
- Expand use of case management, workflow automation, employee self-service, knowledge management, and AI-enabled solutions
- Ensure technology investments produce measurable improvements in capacity, quality, cycle time, user experience, or cost effectiveness
- Establish performance targets using case volume, response time, resolution time, SLA performance, satisfaction, escalation trends, knowledge use, quality, and automation adoption
- Use data to forecast demand, manage capacity, identify delivery risks, and prioritize improvements
- Prepare decision-oriented insights and recommendations for HR and business leadership
- Hold the team and service partners accountable for commitments, corrective actions, and sustained results
- Ensure HR services comply with company policies, regulations, data privacy requirements, and established controls
- Monitor service risks, control effectiveness, quality trends, and exceptions; maintain documentation and readiness for audits, compliance reviews, and business continuity
Requirements
What you’ll need- Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or a related field, or equivalent relevant experience
- 5+ years of progressive experience in HR operations, shared services, an HR service center, or HR customer support
- 3+ years of people leadership experience
- Demonstrated experience leading an established service delivery operation through business growth, increased demand, or organizational change
- Proven record of delivering and driving measurable business outcomes through operational execution, cross-functional partnership, and performance management
- Experience translating business priorities and growth plans into service capacity, resource, and execution plans
- Experience managing service delivery through metrics, SLAs, quality standards, controls, and operating reviews
- Demonstrated ability to influence across functions, resolve ambiguity, make sound tradeoffs, and hold stakeholders accountable for outcomes
- Strong analytical, problem-solving, communication, and change leadership skills
- Experience with HR technology platforms, case management systems, workflow tools, knowledge management, self-service, or automation
- Experience scaling a mature HR shared services or service center operation in a growing, complex, or distributed business
- Experience with Oracle HCM, ServiceNow, Workday, or similar enterprise platforms
- Experience realizing measurable business value from automation, AI, digital employee experience, or service management capabilities
- Experience with capacity planning, service governance, operational risk, and cross-functional transformation
- Visa sponsorship is not offered; must be currently legally authorized to work in the U.S. without sponsorship
Benefits
Comp & perks- Medical and prescription drug plans that includes no additional cost vision coverage
- Dental plan
- 401k retirement plan with a generous Mortenson match
- Paid time off, holidays, and other paid leaves
- Employer paid Life, AD&D, and disability insurance
- No-Cost mental health tool and concierge with extensive work-life resources
- Tuition reimbursement
- Adoption Assistance
- Gym Membership Discount Program