People Operations Lead

Piedmont Airlines • Charlotte, MD

1d • Onsite

About The Position

Join a team that works hard, cares for each other and offers plenty of opportunities to grow. At Piedmont Airlines, our strength is the delivery of industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable leader to join our team as a People Operations Lead on the Human Resources Information System (HRIS) and Strategy team. This position is responsible for leading the daily operations of the People Operations team, ensuring the accurate and timely processing of high-volume HR transactions across the team member lifecycle. This role oversees operational service delivery; develops and maintains standardized processes and policy; monitors performance and quality metrics; and provides coaching and development to team members. The successful candidate will partner closely with HRIS and Functional subject matter experts (SMEs) (compensation, payroll, benefits, etc.) to ensure transactions are processed accurately, service levels are met, and operation processes are continuously improved. This role serves as the primary escalation point for transaction processing issues and drives operational excellence through standardization, documentation, training, and continuous improvement initiatives.

Requirements

• Strong knowledge of HR operations, employee lifecycle processes, and transaction management
• Demonstrated experience building, documenting, and improving operational processes and policy
• Ability to manage competing priorities in a high-volume environment
• Strong analytical, organizational, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to build partnerships across multiple functional teams
• Experience managing service levels, quality standards, and operational metrics
• Strong attention to detail and commitment to data accuracy
• Ability to handle confidential information with discretion
• Proof of high school or GED completion
• Minimum 18 years of age

Nice To Haves

• Bachelor's degree in Human Resources, Business Administration, or another related field
• Supervisory or leadership experience within HR Operations, Shared Services, HRIS, or Payroll
• Experience with Workday HCM
• Experience managing employee lifecycle transactions in a centralized service model
• Experience with process improvement methodologies and operational excellence practices
• Advanced Microsoft Excel and reporting skills
• Experience with case management, knowledge management, or ticketing systems

Responsibilities

• Lead, coach, develop, and manage a team of People Operations Specialists
• Establish performance expectations and monitor productivity, quality and service level agreements
• Provide ongoing coaching, feedback and career development opportunities, as well as corrective actions when necessary
• Support workload balancing, resource planning, and prioritization of team activities to meet operational demands and business needs
• Oversee the execution of Human Capital Management (HCM) transactions, including hires, job changes, organizational assignments, compensation changes, leave transactions, worker data updates, terminations, and other team member lifecycle activities
• Ensure transactions are processed accurately, timely, and in accordance with established service level agreements, policies, and procedures
• Monitor daily work queues; review, investigate, and resolve escalated transaction issues, data discrepancies, and operational challenges; support prioritization of workload based on business needs
• Ensure compliance with internal controls, policies and audit requirements
• Develop, document, maintain, and govern standard operating procedures, policies, work instructions, and operational processes to ensure clear ownership, consistency, and adherence across the organization
• Identify opportunities to improve efficiency, eliminate manual effort, and standardize processes
• Lead operational process improvement initiatives and support implementation of new processes
• Partner with HRIS on system enhancements, testing, and deployment readiness
• Analyze operational, quality, and workload trends and recommend solutions to improve service delivery
• Collaborate with HRIS and Functional SMEs to resolve operations issues
• Ensure clear ownership and adherence to defined operational processes
• Support organizational change management activities related to new systems, processes, procedures, and operational initiatives
• Serve as a subject matter expert on operational workflows, transaction execution, and People Operations processes
• Monitor operational metrics, service levels, workload trends, and performance against established goals and service commitments
• Conduct quality reviews and audits to ensure transaction accuracy and compliance within the HCM system of record
• Prepare and distribute operational reports, dashboards, audit results, and performance outcomes
• Drive corrective actions and process improvements based on audit findings and operational trends

Benefits

• paid training
• holiday pay
• 401(k)
• vacation
• family travel on the American Airlines network
• Medical
• dental

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED