HR Operations Tier 2 Manager

Western Digital•San Jose, CA

19h

About The Position

The HR Tier 2 Manager leads a team of HR specialists responsible for resolving complex employee and manager inquiries, providing advanced case management support, and delivering high‑quality HR services across multiple functional areas. This role ensures consistent service delivery, drives process improvements, and partners with HR Centers of Excellence (COEs), HR Business Partners (HRBPs), and Tier 3 subject‑matter experts to support seamless end‑to-end HR operations.

Requirements

5–8 years of experience in HR operations, shared services, employee relations, or related HR functional roles.
Strong understanding of HR policies, processes, and regional employment practices.
Skilled in case management systems, HRIS platforms, and workflow technologies.
Ability to interpret policies, analyze trends, and provide detailed, practical guidance.
Strong communication, problem‑solving, and conflict‑resolution skills.
Ability to manage high-volume workloads and prioritize effectively in a dynamic environment.
Demonstrated commitment to confidentiality, accuracy, and high‑quality service delivery.
Experience with digitization and automation of processes and workflows

Nice To Haves

Experience managing or coaching an HR service delivery team preferred.
Workday and ServiceNow experience a plus.

Responsibilities

Oversee the day‑to-day operations of the Tier 2 HR support team, ensuring timely and accurate resolution of complex HR inquiries and cases.
Monitor service levels, case quality, and response times to meet established SLAs and deliver a positive employee experience.
Serve as an escalation point for high‑complexity or sensitive issues, ensuring appropriate guidance and resolution in partnership with HRBPs, Legal, and COEs.
Ensure all documentation complies with internal controls, regulatory requirements, and audit standards.
Lead, coach, and develop a high‑performing Tier 2 HR team, fostering a culture of accountability, service excellence, and continuous learning.
Provide regular feedback, performance assessments, and development opportunities to support skill progression and career growth.
Build team capability in case-handling, policy interpretation, systems knowledge, and customer service.
Identify trends, root causes, and recurring issues to recommend process enhancements and knowledge-base updates.
Partner with Tier 1, Tier 3, and cross‑functional stakeholders to streamline workflows, reduce handoffs, and improve overall service efficiency.
Lead or support projects related to HR service center optimization, automation, and continuous improvement.
Collaborate with HRBPs and COEs (Talent, Compensation, Benefits, ER, etc.) to ensure accurate interpretation of policies and consistent application across teams.
Support the implementation of new HR programs, policies, and system changes by preparing the Tier 2 team with training, guidance, and communication.
Provide insights and reporting to HR leadership on case trends, risks, and employee experience opportunities.
Ensure case data, employee records, and transactions meet accuracy standards and audit requirements.
Support compliance activities, including documentation management, record retention, and adherence to regional employment regulations.
Partner with Legal and Compliance teams as needed on sensitive matters

Benefits

We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program; employee stock purchase plan; and the WD Savings 401(k) Plan.

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