Lead HR Operations & Support

Metrea LLC•Washington, DC

28d•Hybrid

About The Position

Lead HR Operations & Support is responsible for leading the enterprise-wide employee support function, ensuring consistent, compliant, and high-quality HR service delivery. In this role, you will drive comprehensive People/HR solutions while fostering a proactive and collaborative culture. You will lead the team of People Generalists, overseeing the centralized HR ticketing system, managing employee inquiries, and driving operational excellence in HR policy execution, teammate experience, and regulatory responsiveness. Operating at the intersection of compliance, systems, and service, you will support a scalable, data-driven model aligned with federal contractor requirements and AS9100/ISO quality frameworks. This role is ideal for someone with leadership experience, as well as expert knowledge in HR practices including payroll, benefits administration, employee relations, training, performance management, onboarding/offboarding, policy implementation and compliance.

Requirements

7-10+ years of progressive HR experience, with at least 3 years in a people leadership or shared services role
Bachelor's degree in human resources management or related field
Demonstrated expertise in HR operations, employee services, or HR compliance in a high-regulation industry (e.g., aerospace, defense, federal contracting)
Experience managing HR ticketing systems (e.g., ServiceNow, Zendesk, UKG) and HR knowledge bases
Familiarity with federal contractor compliance obligations (e.g., OFCCP, ITAR, DFARS, EEO-1)
High attention to detail and operational accuracy; ability to manage confidential and sensitive information with discretion.
Knowledge of ERISA, ACA, COBRA, HIPAA
HRIS experience (ADP Workforce Now) and Microsoft Office proficiency
Excellent interpersonal and problem-solving skills
Excellent communication skills with the ability to manage conflicts effectively
Strong analytical, project management, and cross-functional collaboration skills.

Nice To Haves

PHR or SHRM-CP (preferred)
Multi-location experience is a plus

Responsibilities

Lead and evolve the HR Support function, including oversight of the People ticketing system, HR knowledge base, and service performance metrics.
Design and enforce SLAs, escalation workflows, and response standards for all teammate HR inquiries (e.g., benefits, policy, onboarding, leave, compliance).
Ensure adherence to federal and state labor regulations (e.g., FMLA, ADA, EEOC, OFCCP), including documentation, response timeframes, and audit readiness.
Oversee the HR shared services team, including onboarding support, generalist-level inquiries, HRIS updates, and compliance-related case handling.
Partner with HRIS, Compliance, and Quality to align support processes with QMS standards (AS9100), internal audit requirements, and data privacy obligations (e.g., PII/GDPR).
Drive continuous improvement in HR support delivery through data analysis, teammate feedback, and technology enhancements.
Monitor and report on service trends, ticket volumes, satisfaction scores, and workforce risks to HR and business leadership.
Support change management efforts, policy deployment, and internal HR communications related to enterprise-wide initiatives.