Manager of HR Service Center

Mortenson • Robbinsdale, MN

5d • $103,200 - $154,800 • Hybrid

About The Position

Mortenson is seeking an experienced Manager of HR Service Center to lead the day-to-day delivery, performance, and scaling of its established HR Service Center. The role ensures that the operating model, standardized processes, service levels, knowledge resources, and enabling technologies perform reliably as the business grows. The manager translates business priorities and workforce growth into service capacity, execution plans, and measurable outcomes while maintaining a high-quality, consistent, team member-focused HR experience.

As the operational leader for HR service delivery, this manager partners with HR Centers of Excellence, HR Business Partners, HRIS, Payroll, Benefits, Talent Acquisition, and business leaders. The role drives disciplined execution, expands proven capabilities, strengthens accountability, and applies data, technology, automation, and AI to increase service capacity and deliver business outcomes. The position is located in Minneapolis, Minnesota.

Requirements

• Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or a related field, or equivalent relevant experience.
• At least 5 years of progressive experience in HR operations, shared services, an HR service center, or HR customer support.
• At least 3 years of people leadership experience.
• Demonstrated experience leading an established service delivery operation through business growth, increased demand, or organizational change.
• Proven record of delivering and driving measurable business outcomes through operational execution, cross-functional partnership, and performance management.
• Experience translating business priorities and growth plans into service capacity, resource, and execution plans.
• Experience managing service delivery through metrics, SLAs, quality standards, controls, and operating reviews.
• Demonstrated ability to influence across functions, resolve ambiguity, make sound tradeoffs, and hold stakeholders accountable for outcomes.
• Strong analytical, problem-solving, communication, and change leadership skills.
• Experience with HR technology platforms, case management systems, workflow tools, knowledge management, self-service, or automation.

Nice To Haves

• Experience scaling a mature HR shared services or service center operation in a growing, complex, or distributed business.
• Experience with Oracle HCM, ServiceNow, Workday, or similar enterprise platforms.
• Experience realizing measurable business value from automation, AI, digital employee experience, or service management capabilities.
• Experience with capacity planning, service governance, operational risk, and cross-functional transformation.

Responsibilities

• Lead, coach, and develop HR Service Center professionals, setting clear expectations for ownership, service, quality, and results.
• Oversee daily service center operations, including case management, inquiry resolution, escalations, workload balancing, and delivery performance.
• Operate and scale established service levels, procedures, controls, and quality standards to meet changing business demand.
• Translate business growth, workforce plans, and service trends into capacity, staffing, prioritization, and execution plans.
• Ensure reliable delivery during peak periods, organizational change, acquisitions, market expansion, and other periods of increased demand.
• Maintain effective escalation, issue-resolution, and business-continuity practices.
• Connect HR Service Center priorities and performance to enterprise goals, growth plans, workforce needs, and measurable business outcomes.
• Partner with HR and business leaders to clarify service ownership, anticipate demand, resolve delivery risks, and enable successful execution.
• Establish shared commitments, decision rights, handoffs, and accountability for end-to-end service delivery across functions.
• Provide operational insights and recommendations to improve business readiness, team member experience, manager effectiveness, and HR capacity.
• Lead or support enterprise initiatives that require scalable, consistent, and timely HR service delivery.
• Deliver consistent, responsive, and practical support for team members and managers; ensure inquiries are resolved accurately, promptly, and at the appropriate point of service.
• Expand adoption of self-service and knowledge resources, and use service feedback and demand patterns to improve clarity, usability, and resolution effectiveness.
• Own the performance and continued evolution of the HR Service Center operating model as business needs and volumes grow.
• Maintain and scale the HR service catalog, standardized workflows, forms, knowledge articles, procedures, and service controls.
• Use root-cause analysis and continuous improvement to address recurring issues, strengthen quality, and protect compliance.
• Prioritize process changes according to business value, service risk, customer impact, and capacity gained; establish governance routines that reinforce consistent execution, clear ownership, and timely decisions.
• Partner with HRIS and HR technology teams to scale service delivery capabilities and improve adoption.
• Expand effective use of case management, workflow automation, employee self-service, knowledge management, and AI-enabled solutions.
• Ensure technology investments produce measurable improvements in capacity, service quality, cycle time, user experience, or cost effectiveness.
• Support responsible implementation and sustained use of new capabilities, including process readiness, change adoption, controls, and performance measurement.
• Establish performance targets and operating rhythms using case volume, response and resolution times, SLA performance, satisfaction, escalation trends, knowledge use, quality, and automation adoption.
• Use data to forecast demand, manage capacity, identify delivery risks, and prioritize actions that improve business outcomes.
• Prepare clear, decision-oriented insights and recommendations for HR and business leadership.
• Hold the team and service partners accountable for commitments, corrective actions, and sustained results.
• Ensure HR services comply with company policies, applicable regulations, data privacy requirements, and established controls.
• Monitor service risks, control effectiveness, quality trends, and exceptions; escalate and resolve issues promptly.
• Maintain documentation and operational readiness for audits, compliance reviews, and business continuity.

Benefits

• Medical and prescription drug plans, including vision coverage at no additional cost (for eligible Non-Craft and Non-Union Craft employees working 25 or more hours per week).
• Dental plan.
• 401(k) retirement plan with a Mortenson match.
• Paid time off, holidays, and other paid leaves.
• Employer-paid life, AD&D, and disability insurance.
• No-cost mental health tool and concierge with extensive work-life resources.
• Tuition reimbursement.
• Adoption assistance.
• Gym membership discount program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager