Operations Manager 2

Northrop Grumman•Irving, TX

3d•$105,100 - $157,700•Onsite

About The Position

The Operations Manager 2 is accountable for leading and developing high-performing HRSC teams that deliver exceptional service quality, compliance, and operational excellence. This leader combines operational rigor with a culture of engagement, accountability, and continuous improvement, partnering across HR functions and stakeholders to ensure a consistent and positive employee experience. This position is located in Irving, TX. Area of Focus — Tier 1 HR Shared Services Help Desk This position leads a front-line help desk team of 15–20 service agents who deliver day-to-day HR assistance — payroll, time-keeping, onboarding, employee data changes, and similar requests — to internal customers. The role blends hands-on contact center leadership with workforce management: building weekly and monthly staffing plans from volume forecasts and real-time analytics, managing shift coverage, time-off, and on-call rotations to sustain service continuity, and holding SLA adherence at or above target. It owns end-to-end resolution of Tier 1 cases, monitors queue health and reallocates resources in real time, and serves as the primary escalation point for complex or high-impact incidents in coordination with HR Centers of Excellence, IT, and senior HR leadership. Performance is managed by data — AHT, FCR, SLA, and CSAT — with current knowledge base and desktop procedures and automation opportunities such as chatbots and RPA driving first-contact resolution.

Requirements

Bachelor’s degree and 8 years of experience OR Master's degree and 6 years of experience.
Experience in HR operations, shared services, or contact center management.
People management experience, including coaching, performance management, and team development in a high-volume, customer-centric environment.
Demonstrated success managing service levels, quality, and compliance in transactional or shared services settings.
Strong analytical skills using HRIS, case management, or similar platforms, with familiarity across employee lifecycle processes such as leave administration, workforce transitions, payroll, and benefits.
Proven discretion handling confidential employee information, with excellent communication skills and experience collaborating with senior HR leaders and cross-functional partners.
U.S. Citizenship is required for all positions with a government clearance and certain other restricted positions.

Nice To Haves

Span of control of 10 or more in a shared services or contact center environment.
Proficiency with enterprise HR technologies such as Workday, SAP, ServiceNow, or UKG for case and workforce management.
HR certification (PHR, SPHR, SHRM-CP, or SHRM-SCP) or process improvement certification (Lean, Six Sigma, or equivalent).
Track record driving process improvement, automation, and cross-functional programs; experience managing vendor relationships and SLAs in outsourced shared service environments.

Responsibilities

Own end-to-end service delivery for assigned HR service lines, ensuring service levels, quality, and compliance standards are consistently met or exceeded.
Monitor team workload and capacity, adjusting staffing and work assignments to sustain performance through volume fluctuations.
Establish and enforce standard operating procedures, quality assurance routines, and documentation discipline; lead resolution of complex or high-risk escalations before they become service failures.
Lead, coach, and develop multiple HRSC teams — setting clear performance expectations and conducting regular one-on-one coaching, quality reviews, and career development planning.
Foster a positive, accountable, and engaged culture that sustains high-volume operational demands; recognize strong contributions and address underperformance fairly and directly in partnership with HR partners.
Lead workforce planning — hiring, onboarding, cross-training, and surge staffing — building bench strength that eliminates single points of failure.
Partner with HR Centers of Excellence, Payroll, Legal, IT, Knowledge Management, and vendors to align operational execution with broader organizational goals and maintain current process documentation.
Communicate team performance, risks, and strategic updates to senior HR leaders; represent the service center in governance forums, translating corporate policy into operational process.
Influence stakeholders and teams without direct authority to drive shared outcomes and continuous improvement.
Champion compliance with federal and state regulations and internal policies, ensuring audit readiness and maintaining strict confidentiality standards.
Own process control frameworks, root cause analyses, and corrective actions; lead response to audit findings and proactively identify regulatory risk.
Challenge existing processes and deliver automation and workflow simplification that reduce errors and cycle times.
Use data-driven insight to prioritize initiatives that optimize service delivery without defaulting to increased headcount.
Lead the team through changes in volume, policy, systems, and organizational priorities, driving adoption of technology enhancements that increase operational effectiveness.