Senior Manager, HR Operations

Keurig Dr Pepper•Frisco, TX

66d•$130,700 - $185,000•Hybrid

About The Position

KDP is a leading consumer packaged goods company. The Senior Manager, HR Operations ensures HR shared services deliver consistent, high-quality service for approximately 28,000 employees across the U.S. and Canada. This role recognizes that HR service delivery is most employees’ primary experience with HR. Every interaction either strengthens or erodes trust, so execution must be accurate, timely, and consistent. This leader balances operational excellence with strategic partnership, supporting complex people events (e.g., acquisitions, reorganizations, annual cycles). The role leads three people leaders (2 HR Operations Managers and 1 HR Operations Supervisor) and a team of approximately 17 HR professionals serving salaried and hourly/frontline populations across the U.S. and Canada.

Requirements

Bachelor's degree in Human Resources, Business Administration, or equivalent experience
5+ years of progressive HR operations or shared services experience, including 2+ years managing managers or leading a multi-function team of 10 or more
Demonstrated experience as a manager of managers — with a track record of actively coaching, developing, and holding accountable direct report leaders
Demonstrated ownership of SLA performance and operational metrics in a shared services or HR operations environment
Active, hands-on experience with ServiceNow in an HR context (case management, workflow, reporting)
Proficiency with Workday (HCM) for data integrity, transaction processing, and reporting
Demonstrated experience supporting major business transitions — acquisitions, reorganizations, or divestitures — from an HR operations perspective
Experience supporting both salaried and hourly/frontline employee populations within a shared services model
Strong ability to interpret and communicate operational data through dashboards and executive-ready reporting
Experience supporting annual HR cycle programs (open enrollment, performance, compensation planning)
Proven ability to manage cross-functional partnerships with HRBPs, HR Technology, Payroll, Benefits, and Legal

Nice To Haves

Consumer packaged goods (CPG) or manufacturing industry experience
Experience supporting large, distributed employee populations (20,000+)
Familiarity with AI-assisted HR service delivery tools, including intelligent case routing, self-service deflection, or chatbot/virtual agent platforms within an HR context
Experience managing or coordinating with external HR vendors and suppliers
Familiarity with HR process improvement methodologies (Lean, Six Sigma, or equivalent)

Responsibilities

Own HR shared services performance against SLAs through dashboards, regular operational reviews, and clear accountability. Identify trends (volume, gaps, misses) and implement corrective actions early. Shift the team from reactive support to proactive, data-informed service using case insights and analytics.
Make employee experience a defined service standard: seamless, responsive access to HR across all populations. Regularly assess shared services interactions and drive improvements. Tailor service for frontline and hourly populations, who often have higher volume, time-sensitive needs, and less access to self-service tools.
Lead and provide daily direction to three leaders: (1) an HR Operations Manager for a U.S.-based team (~8), and (2) an HR Operations Supervisor for a Canada-based team (4). Build a culture of accountability, collaboration, and continuous improvement.
Develop the three direct-report managers through coaching, regular feedback, and targeted development plans. Reinforce the manager role as people leadership (not only operations). Maintain succession plans and build bench strength for each manager seat.
Lead HR Operations execution for high-priority initiatives (acquisitions, reorganizations, divestitures, and other structural changes). Manage cross-functional dependencies and tight timelines, ensuring employees are supported with clarity, speed, and care.
Serve as an operational steward of HR ServiceNow. Partner with HR Technology to monitor performance, optimize workflows, and improve adoption. Advance intelligent service delivery (self-service deflection, routing, knowledge management) and maintain clear documentation and case routing logic.
Plan and execute annual HR cycles (open enrollment, performance cycles, merit/comp processes, and recurring programs) in coordination with HR Operations, HR Technology, Benefits, and Payroll.
Partner with HRBPs as the primary operations escalation point for complex or sensitive cases. Define clear escalation paths to resolve issues quickly with appropriate judgment. Share service trends and insights in actionable formats for HRBPs.
Communicate operational performance, risks, and opportunities in executive-ready terms focused on business impact (not just metrics). Regularly present operational health to the Senior Director and senior HR leadership with clear narratives grounded in data.
Manage external HR vendors whose work impacts shared services (e.g., leave partners, background screening, payroll-adjacent providers). Ensure vendor SLAs align to KDP standards and that escalations are handled proactively.
Identify opportunities to centralize, standardize, or automate HR operational processes. Bring prioritized recommendations with clear business cases and measurable outcomes. Evolve the model toward predictive, intelligence-led service that reduces case creation.
Own operational reporting (SLA performance, volumes, capacity, process health). Turn metrics into actionable insights and executive narratives that inform decisions and build confidence.