HR Operations Manager

OU Health•Fredericksburg, VA

About The Position

The Manager of Human Resources Operations provides strategic and operational leadership for HR Operations, overseeing the design, optimization, and delivery of high‑quality HR services that support the full employee lifecycle. This role leads a centralized team responsible for Workday transactions and employee inquiry management, ensuring efficient, high‑quality service delivery. The role ensures that HR processes, policies, and systems are efficient, compliant, and aligned with organizational goals while cultivating a culture of service excellence, data integrity, and continuous improvement. This position drives operational strategy through effective transaction management, policy governance, compliance readiness, and workforce education, all with a strong focus on creating a positive, consistent, and reliable employee experience.

Requirements

Bachelor's degree required.
At least 5 years of experience in Human Resources or a related field
3 to 5 years of progressive leadership experience required.
SHRM-CP, SHRM-SCP or SPHR certification at the time of hire or attainment within 12 months of hire.
Experience designing or leading HR shared services, service delivery models, or centralized HR operations.
Exceptional interpersonal and communication skills, including strong writing and presentation abilities.
In‑depth knowledge of federal, state, and local employment laws and regulations (ADA, FMLA, ADEA, FLSA, EEO).
Experience conducting fact‑finding investigations and applying legal/policy frameworks to complex situations.
Demonstrated commitment to equity, inclusion, and supporting diverse employee populations.
Ability to navigate sensitive or stressful situations with professionalism and discretion.
Strong analytical skills with the ability to interpret data, identify patterns, and make informed recommendations.
Advanced understanding of HRIS systems, HR reporting, workflows, auditing, and system design (Workday experience strongly preferred).
Highly adaptable and creative in evaluating and redesigning HR processes.
Strategic thinker with strong problem‑solving, project management, and organizational skills.
Proven ability to build collaborative relationships and influence stakeholders across the organization.
Demonstrated success in leading, developing, and managing HR operations teams.
Deep commitment to delivering an exceptional and inclusive employee experience.
Ability to develop talent pipelines and coach employees toward advanced HR roles.

Nice To Haves

Experience developing HR operations dashboards and reporting (e.g., service metrics, volume, cycle time, trends) using tools such as Workday, Power BI, or similar platforms preferred.
Experience with Workday Help, case management tools, or similar HR service delivery platforms preferred.

Responsibilities

Leads day-to-day operations of HR Operations, including Workday transaction processing, employee inquiry management (shared inbox and call support), and service delivery standards.
Defines and monitors service level expectations, intake processes, and escalation pathways to ensure a consistent and efficient employee and leader experience.
Develops and implements structured learning pathways to build HR Generalist capabilities
Elevates team capabilities by integrating HR best practices, emerging trends, and operational excellence into daily work.
Develops and leads a high‑performing HR Operations team by setting clear expectations, providing regular coaching and recognition, and creating individualized development plans.
Builds and maintains a best‑in‑class HR Operations model that delivers an exceptional experience.
Oversees the evaluation, improvement, and execution of HR operational services to ensure accuracy, efficiency, consistency, and scalability.
Collaborates with cross‑functional HR partners and organizational stakeholders to design, implement, and continuously improve HR services, workflows, and support models.
Ensures HR processes meet organizational standards for quality, timeliness, transparency, and customer service.
Maintains expert knowledge of federal, state, local, and industry‑specific employment laws and regulations; monitors changes, assesses impact, and recommends policy or practice revisions as needed.
Partners with Legal, HR Business Partners, and leadership to develop and govern scalable, compliant HR policies and procedures that support the employee lifecycle and mitigate organizational risk.
Responds to inquiries and information requests related to claims or charges filed with government agencies and advises on appropriate actions.
Ensures compliance with EEO, ADA, FMLA, ADEA, FLSA, Affirmative Action, and all other relevant employment regulations.
Leverages HR data and service metrics to monitor team performance, identify trends, and recommend process or policy improvements, and demonstrate the value of HR Operations.
Ensures data accuracy and integrity across HR systems and collaborates with HRIS to optimize workflow design, reporting functionality, and auditing practices.
Champions continuous improvement, operational innovation, and the standardization of HR processes to enhance efficiency and the overall employee experience.
Partners closely with the HR Compliance Program Manager to support audit readiness, documentation standards, and internal/external audit activities; ensures operational processes meet compliance and regulatory requirements.