Human Resources Operations Manager

Rosendin•Office CA REI Orchard Parkway, CA

3d•$128,000 - $167,900

About The Position

The Human Resources Operations Manager leads the HR Operations team within a shared-services model, overseeing accurate and timely execution of core employee-lifecycle processes, including onboarding, leave administration, employee records, and HR Operations case management. The manager leads through HR Operations Leads, shaping team structure, capacity, and staffing to meet changing work volume and complexity, and elevating process improvements for broader adoption. The role also owns policies governing the shared-services model and serves as an escalation point for employee-relations matters and process issues outside established procedures. The manager partners with the Senior Manager of HR Operations and peer leaders in Program Management, HR Technology, and People Analytics to align pod-level execution with broader HR Operations strategy. Responsibilities include managing HR Operations Leads, monitoring service metrics, developing and maintaining the company handbook, ensuring compliance with employment laws, overseeing HRIS data integrity, and reporting trends, risks, and capacity needs. Travel may be required up to 25% as needed.

Requirements

Thorough understanding of HR best practices, employment law, and regulations.
Proven people-management experience, including managing leads or managers rather than only individual contributors.
Experience with workforce or capacity planning, including forecasting demand and adjusting staffing and structure.
Familiarity with shared-services operating models and the requirements for scaling them, including adapting policy and process as volume grows.
Strong communication skills, including the ability to de-escalate difficult or emotional situations fairly, professionally, and sensitively.
Strong analytical and problem-solving skills, including using HR Operations metrics such as SLA adherence, ticket volume, and case quality to drive decisions.
Detail-oriented, well-organized, and capable of managing multiple teams and competing priorities.
Proficiency with HRIS systems and Microsoft Office Suite.
Bachelor’s degree in Human Resources, Business Administration, or a related field.
10 or more years of HR Operations experience, including demonstrated experience managing leads or managers.
Demonstrated experience developing and implementing HR policies and procedures.
Experience designing or scaling a team structure to match changing work volume.
Track record of building consistency and service quality across multiple teams.

Nice To Haves

Workday experience is preferred.

Responsibilities

Assess HR Operations workload volume and complexity and forecast staffing needs.
Design and adjust pod structures and staffing levels as business needs change.
Partner with the Senior Manager, HR Operations on headcount planning and resourcing recommendations using workload and capacity data.
Model capacity scenarios to inform hiring, cross-training, and workload distribution across pods.
Manage HR Operations Leads for Pod A and Pod B, including performance reviews, coaching, pay decisions, and career development.
Set pod-level goals and deliverables, assess performance, and evaluate readiness for career progression based on business needs.
Provide indirect oversight and escalation support for HR Operations Specialists and Admins through the Leads, maintaining consistent standards across pods.
Balance workload and staffing across pods to maintain service levels during peak periods or coverage gaps.
Ensure pods execute onboarding, leave administration, employee-records management, and case management accurately and on time.
Monitor service-level metrics, including ticket volume, SLA adherence, and case quality, and proactively address gaps.
Identify process improvements from pod-level work and elevate them for broader HR Operations adoption.
Partner with Program Management and HR Technology to standardize improvements proven at the pod level.
Capture and prioritize process issues systematically.
Escalate and resolve employee-relations matters and complex situations beyond pod-level resolution.
Guide HR Operations Leads, Specialists, and people managers on HR-related issues.
De-escalate difficult or emotional situations fairly, professionally, and sensitively while adhering to policy, regulation, and precedent.
Own and evolve policies governing the shared-services model to ensure consistent, scalable application.
Build and maintain the company handbook.
Represent operational feasibility when new HR policies are proposed, ensuring they can be delivered at scale.
Ensure HR Operations processes comply with federal, state, and local employment laws and regulations.
Partner with Legal and Compliance on policy updates and process changes.
Oversee the accuracy and integrity of HRIS data across both pods.
Analyze HR Operations metrics and regularly report trends, risks, and capacity signals to the Senior Manager, HR Operations.
Partner with the Senior Manager, HR Operations and peer leaders in Program Management, HR Technology, and People Analytics to align execution with broader initiatives.