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Senior Manager, Employee Services
1 month ago
Senior Manager, Employee ServicesThe Senior Manager, Employee Services leads the HR Service Center's employee support functions, driving a consistent, positive, and employee-centered experience. This role focuses on transforming how employees engage with HR services, fostering a high-performing service culture, and ensuring seamless support across the employee lifecycle.Essential Duties and ResponsibilitiesOversee Tier 0 (self-service, knowledge base, virtual agent) and Tier 1 (front-line HR support) operations within the HR Service Center.Champion a service-oriented culture focused on empathy, ownership, accountability, and continuous improvement.Lead initiatives to drive service quality standards, employee satisfaction, and positive customer experiences.Mentor and develop service teams to foster engagement, performance, and professional growth.Define, track, and report on service performance metrics (SLA compliance, first contact resolution, employee satisfaction).Collaborate with HR leadership, COEs, and Employee Data Management teams to align service delivery with enterprise goals.Implement feedback mechanisms to continuously improve service delivery and employee experience.Partner with technology teams to enhance self-service capabilities, case management tools, and knowledge resources.QualificationsA. Required QualificationsBachelor's Degree (accredited) in HR, Business Administration, or related field, or in lieu of degreeHigh School Diploma or GED (accredited) and four years or relevant experience7 years of HR operations, employee services, or shared services experience, with at least 3 years in a leadership roleProven experience managing Tier 01 service delivery teams in a Service Center or shared services environment.B. Preferred QualificationsFamiliarity with HR technology platforms (e.g., ServiceNow, Workday, Oracle HCM)Lean Six Sigma Black Belt Certification (or Green, or Master Blackbelt)Certified Customer Service Professional (CCSP)C. Knowledge, Skills and AbilitiesStrong skills in service culture transformation, team development, and change management.Excellent communication, collaboration, and stakeholder management abilities.Expertise in process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering (BPR).Strong understanding of HR operating models, shared services, and service delivery frameworks.Strong data analysis skills with the ability to interpret trends, identify root causes, and support data-driven decision-making (Excel, Power BI, or similar tools).Familiarity with HR compliance, regulatory frameworks, and data privacy practices (e.g., GDPR, HIPAA)Demonstrated ability to lead through influence and drive alignment across diverse stakeholder groupsExperience designing and delivering process training and communication strategies for enterprise audiences.Strong organizational, project management, and prioritization skills, with the ability to manage multiple concurrent initiativesPhysical RequirementsListed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.Office location: Houston, TX (Hybrid Schedule)BenefitsAt WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
