Manager, HR Shared Services & Operations

US Fitness Holdings•McLean, VA

4d•Hybrid

About The Position

We are looking for a Manager, HR Shared Services & Operations to lead the delivery of efficient, consistent, and high-quality HR services across our growing organization. With more than 70 health clubs and new locations opening each year, this is an opportunity to help scale HR operations while creating an exceptional service experience for employees and leaders. In this role, you will lead the HR Shared Services team and oversee day-to-day HR operational services across the employee lifecycle. You will establish service standards, optimize workflows, monitor performance, and ensure HR transactions and employee inquiries are handled accurately, consistently, and efficiently. You will partner closely with HR leadership, HR Business Partners, Talent Acquisition, and Operations to strengthen service delivery, improve processes, and build scalable HR operations that support continued growth.

Requirements

5+ years of progressive experience in HR Operations, HR Shared Services, or a related HR function.
Previous people leadership or supervisory experience.
Experience managing high-volume HR transactions and employee lifecycle processes.
Strong customer service orientation and commitment to delivering an exceptional employee experience.
Strong organizational, communication, and problem-solving skills.
Ability to manage multiple priorities and lead effectively in a fast-paced, high-growth environment.
Ability to build strong partnerships across HR and Operations.
Bachelor's degree in Human Resources, Business Administration, or a related field preferred.

Nice To Haves

HR Shared Services or HR service center operations.
HRIS administration and high-volume transaction processing.
Multi-state, multi-location, or geographically dispersed workforces.
Case management, service queues, or centralized employee support.
KPI, dashboard, and service performance management.
Process improvement, automation, and workflow optimization.
Experience supporting a rapidly growing or scaling organization.

Responsibilities

Lead and develop the HR Shared Services team, fostering a culture of service excellence, accountability, and continuous improvement.
Oversee daily HR operations and employee lifecycle transactions, including new hire administration, onboarding, employee changes, terminations, HRIS transactions, payroll-related processing, benefits administration, employment verifications, and HR documentation.
Champion an exceptional HR service experience by ensuring employee and leader inquiries are resolved accurately, consistently, and with a customer-focused approach.
Manage team workload, service queues, and capacity to ensure timely and effective service delivery.
Serve as an escalation point for complex HR matters, including leave of absence and ADA accommodation administration.
Establish service standards, response-time expectations, quality assurance practices, and operational performance measures.
Develop and monitor KPIs and dashboards to evaluate service quality, productivity, transaction accuracy, response times, and customer satisfaction.
Identify recurring issues, analyze root causes, and partner with key stakeholders to implement sustainable solutions.
Drive process standardization and continuous improvement to reduce employee effort and increase operational efficiency.
Maintain strong HRIS data integrity, documentation standards, and quality controls.
Conduct quality audits of HR transactions and support internal and external audit requests.
Ensure HR operational processes align with company policies, procedures, and applicable employment requirements.
Partner cross-functionally to deliver seamless HR services that support employees, leaders, and business operations across a growing, multi-location organization.