Manager- HR Service Center
About The Position
At Optimum, our people power the connections that keep communities, businesses, and customers moving. As Manager, HR Service Center, you’ll lead the team and technology behind our enterprise HR support experience—combining human connection with smart systems, AI, and data-driven insights. Reporting to the Director of HR Services, Leave, and Compliance, this role leads our Ask HR Service Center, HR systems, and knowledge resources to deliver a seamless, high-quality employee experience at scale. You’ll guide a team of HR Associates, oversee core HR platforms, ensure service-level excellence, and partner across HR, IT, Legal, and the business to continuously improve how employees get the support they need. This is a hands-on leadership role for someone who thrives at the intersection of people, process, and technology in a fast-paced, customer-focused environment.
Requirements
- 5+ years of experience in HR operations, HR systems, or an HR Service Center / Call Center environment
- 1–3+ years of people leadership experience, managing performance, schedules, and service delivery
- Hands-on experience with HRIS and workforce systems such as SAP, PeopleSoft, Oracle, or ADP
- A service-driven mindset with a passion for creating great employee experiences
- Strong analytical skills and comfort using data to drive decisions
- Confidence leading through change in a technology-enabled environment
- Clear, compelling communicator who builds trust and alignment
- Ability to prioritize, adapt, and lead under pressure
Nice To Haves
- Experience supporting a multi-location, multi-state workforce preferred
- Bachelor’s degree in Human Resources, Business, Communications, or a related field preferred
Responsibilities
- Lead the HR Service Experience
- Inspire, coach, and develop a team of HR Associates supporting employees across the enterprise
- Foster a culture of accountability, continuous improvement, and customer-first service
- Monitor performance, productivity, and quality using individual and team scorecards
- Provide ongoing feedback, coaching, and development to help team members grow and succeed
- Own HR Systems & Digital Enablement
- Oversee day-to-day administration, access, and optimization of key HR systems, including:
- SAP/ECSC ticket and case management
- Onward HR (Severance Tool)
- OnBase document retention
- AI-powered tools such as People Reign
- Partner with HRIT to ensure system stability, integrations, upgrades, and data integrity
- Ensure seamless connections across chat, phone, Outlook, AI, and ticketing platforms
- Drive Insight Through Data
- Deliver regular reporting on ticket, call, and chat volume, SLAs, trends, and employee feedback
- Share insights with HR COEs and leaders to improve policies, processes, and self-service tools
- Provide severance and workforce movement reporting to support benefits, compliance, and business planning
- Champion Knowledge & Self-Service
- Ensure HR knowledge content across ONE, shared resources, and AI tools is current, clear, and easy to use
- Partner with COEs to maintain FAQs, guides, and reference materials that empower employees and agents
- Support policy updates with well-designed knowledge assets optimized for digital and AI support
- Strengthen Partnerships & Governance
- Collaborate closely with HR COEs, HR Business Partners, HRIT, Legal
- Serve as primary administrator for the Onward HR Severance system, including process enhancements and new program launches
- Support compliance, audits, and legal requests related to employee records and documentation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
