Senior Manager, Employee Services
Share
Job Location:
Houston, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
I. Job Summary
The Senior Manager Employee Services leads the HR Service Centers employee support functions driving a consistent positive and employee-centered experience. This role focuses on transforming how employees engage with HR services fostering a high-performing service culture and ensuring seamless support across the employee lifecycle.
II. Essential Duties and Responsibilities
- Oversee Tier 0 (self-service knowledge base virtual agent) and Tier 1 (front-line HR support) operations within the HR Service Center.
- Champion a service-oriented culture focused on empathy ownership accountability and continuous improvement.
- Lead initiatives to drive service quality standards employee satisfaction and positive customer experiences.
- Mentor and develop service teams to foster engagement performance and professional growth.
- Define track and report on service performance metrics (SLA compliance first contact resolution employee satisfaction).
- Collaborate with HR leadership COEs and Employee Data Management teams to align service delivery with enterprise goals.
- Implement feedback mechanisms to continuously improve service delivery and employee experience
- Partner with technology teams to enhance self-service capabilities case management tools and knowledge resources.
III. Qualifications
A. Required Qualifications
- Bachelors Degree (accredited) in HR Business Administration or related field or in lieu of degree
- High School Diploma or GED (accredited) and four years or relevant experience
- 7 years of HR operations employee services or shared services experience with at least 3 years in a leadership role
- Proven experience managing Tier 01 service delivery teams in a Service Center or shared services environment.
B. Preferred Qualifications
- Familiarity with HR technology platforms (e.g. ServiceNow Workday Oracle HCM)
- Lean Six Sigma Black Belt Certification (or Green or Master Blackbelt)
- Certified Customer Service Professional (CCSP)
C. Knowledge Skills and Abilities
- Strong skills in service culture transformation team development and change management.
- Excellent communication collaboration and stakeholder management abilities.
- Expertise in process improvement methodologies such as Lean Six Sigma or Business Process Reengineering (BPR).
- Strong understanding of HR operating models shared services and service delivery frameworks.
- Strong data analysis skills with the ability to interpret trends identify root causes and support data-driven decision-making (Excel Power BI or similar tools).
- Familiarity with HR compliance regulatory frameworks and data privacy practices (e.g. GDPR HIPAA
- Demonstrated ability to lead through influence and drive alignment across diverse stakeholder groups
- Experience designing and delivering process training and communication strategies for enterprise audiences.
- Strong organizational project management and prioritization skills with the ability to manage multiple concurrent initiatives
IV. Physical Requirements
Listed below are key points regarding physical demands physical and occupational risks and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers phones copy machines etc.
Office location: Houston TX (Hybrid Schedule)
V. Benefits
At WM each eligible employee receives a competitive total compensation package including Medical Dental Vision Life Insurance and Short Term Disability. As well as a Stock Purchase Plan Company match on 401K and more! Our employees also receive Paid Vacation Holidays and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for please click Apply.
Required Experience:
Senior Manager
Key Skills
- Employee Relations
- Fmla
- Human Resources Management
- Mediation Experience
- Conflict Management
- HRIS
- Performance Management
- Employment & Labor Law
- Qualitative Analysis
- Alternative dispute resolution
- Human Resources
- Mentoring
About Company
ABOUT WM WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through ... View more
