People Support Center Supervisor

Din Tai Fung North America•Arcadia, CA

1d•$107,500 - $134,000•Hybrid

About The Position

The People Support Center Supervisor leads and develops the team responsible for providing a seamless, thoughtful, and reliable People experience for Team Members. The role oversees benefits, leaves and accommodations, People transactions, and day-to-day support, ensuring care, consistency, and attention across the employee experience. This hands-on leadership position partners closely with the People Operations Leader and teams across the organization to strengthen processes and build People infrastructure that can scale with Din Tai Fung’s growth. The supervisor oversees service delivery and team performance, benefits and leave administration, compliance and audit practices, and continuous improvement. The role is based at Din Tai Fung’s Restaurant Support Center in Pasadena, California, with a hybrid work arrangement.

Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent experience.
5+ years of progressive HR experience in People Operations, shared services, benefits, leave administration, or a related area.
2–3 years of experience leading, supervising, or developing a team.
Experience with benefits administration, including reconciliations, eligibility, data accuracy, and vendor partnerships.
Working knowledge of leave and accommodation administration, including FMLA, CFRA, and the ADA interactive process.
Strong experience working with HRIS and case-management systems.
Experience overseeing People transactions and service-delivery workflows.
Strong understanding of employment laws and compliance practices.
Service mindset, strong attention to detail and follow-through, and ability to navigate competing priorities.
Ability to sit or stand for extended periods and use a computer, keyboard, and telephone throughout the workday.
Ability to communicate effectively verbally and in writing with team members at all levels and external vendors.
Ability to maintain confidentiality of sensitive information, including medical and leave records.
Proficiency with HRIS (core HR and payroll), case-management and tracking systems, Google Workspace, and Microsoft tools.
Ability to adapt to unplanned changes, reprioritize quickly, and meet deadlines.
Must be at least 18 years old and able to provide documentation to work legally in the United States.

Nice To Haves

Experience supporting People Operations through periods of growth or transformation.
Multi-state leave and benefits experience.
Experience managing carrier, broker, and third-party administrator relationships.
Experience implementing or improving an HR shared-services model.
Experience supporting new restaurant or location openings.
CEBS, PHR/SHRM-CP, CLMS, or a related certification.

Responsibilities

Lead, coach, and develop the People Support Center Representative, Benefits Administrator, and Leave Administrator II.
Set expectations, provide ongoing feedback, support development, cross-train the team, balance workloads and coverage, and foster service, accountability, collaboration, and care.
Oversee daily People Support Center service delivery, including case intake, response times, and resolution.
Ensure hires, job changes, and terminations are processed accurately and on time, and maintain high standards for professionalism, communication, follow-through, and service.
Oversee benefits administration and monthly carrier reconciliations across medical, dental, vision, life, disability, and other programs.
Maintain accurate benefits eligibility and data across HR systems and carrier partners; manage relationships with carriers, brokers, and third-party administrators and resolve service or performance issues.
Support escalated benefits questions and programs including open enrollment, new-hire enrollment, COBRA, and ACA administration.
Oversee leave and accommodation cases, including documentation, extensions, certifications, return-to-work requirements, and a consistent accommodations process.
Partner with Payroll, People Leaders, and external partners on leave programs, pay and benefits continuation, and return-to-work coordination; ensure multi-state leave requirements are administered appropriately.
Maintain quality-control and audit practices, ensure programs and transactions align with company policies and applicable laws, identify risks, resolve complex matters with appropriate teams, and support audits.
Oversee exchanges with legal partners to present lawsuits and fulfill records requests, including wage-and-hour reports.
Use service, benefits, and leave data to assess performance and identify improvements.
Simplify processes, eliminate unnecessary work, and improve the Team Member experience using technology tools, including AI.
Develop and maintain standard operating procedures, resources, and knowledge-base content, and build scalable People processes.

Benefits

Employer contribution for individuals’ and eligible dependents’ medical insurance.
Dental, vision, and life insurance.
Health Savings Account (HSA).
Commuter spending accounts.
401(k) plan with company match.
Employee Assistance Program.
Discounts through BenefitHub.
Employee meal discounts.
Paid Time Off (PTO), accrued based on length of service.
Paid Sick Leave (PSL).
Quarterly Wellness Days.
Bonus eligibility.
Opportunities for growth and promotion within the company.
Competitive pay and benefits.