Senior Manager, Human Resources Service Center

Why choose between doing meaningful work and having a fulfilling life? At MITRE, you can have both. That's because MITRE people are committed to tackling our nation's toughest challenges—and we're committed to the long-term well-being of our employees. MITRE is different from most technology companies. We are a not-for-profit corporation chartered to work for the public interest, with no commercial conflicts to influence what we do. The R&D centers we operate for the government create lasting impact in fields as diverse as cybersecurity, healthcare, aviation, defense, and enterprise transformation. We're making a difference every day—working for a safer, healthier, and more secure nation and world. Our workplace reflects our values. We offer competitive benefits, exceptional professional development opportunities, and a culture of innovation that embraces diversity, inclusion, flexibility, collaboration, and career growth. If this sounds like the choice you want to make, then choose MITRE—and make a difference with us.

The Sr. Manager of MITRE’s Human Resources Service Center (“HRSC”) is a member of the Senior Leadership Team of the Total Rewards, HR Technology and Employee Services Division within the People, Learning, and Growth Sector at MITRE. The position is responsible for providing strategic leadership and management of MITRE’s Human Resources Service Center department, which is the central organizational hub supporting employee services at MITRE.  

MITRE is seeking a motivated innovator and strategic leader who is looking to empower and enable our high performing team – ensuring the best possible employee, manager, and HR stakeholder experience. This Sr. Manager is responsible for the continued transformation and modernization of MITRE’s Human Resources Service Center and must be an empathic leader balancing organizational, employee experience, and team needs to create an environment that ensures high quality work. While evolving and designing processes that are effective and efficient, the HRSC Sr. Manager will be expected to implement and/or recommend best practices and improvements across Human Resources.  

The ideal candidate for this position must have a mindset for people-centric processes that contribute to better business operations and outcomes while elevating employee experience. This position will also be responsible for evolving and developing the HRSC, its technology, and our team capabilities, as both a functional responsibility and as a critical stakeholder in our People Services Operating Model FY strategic priority. 

Reporting to the Director, this job is responsible for the direct management of three Group Leaders who focus on employee benefit administration and employee inquiries, Workday transaction and onboarding support, and HR operations and auditing. 

Roles & Responsibilities: 

The primary responsibilities of the Sr. Manager of Human Resources Service Center are: 

• Lead, coach, manage and develop Human Resources Service Center Team  

• Manage a high performing Human Resources Service Center Team working with group leaders to handle highest level of escalated HR issues, liaison with HR leaders as needed to resolve conflicts or questions and serve as the HR Operational subject matter expert for MITRE. 

• Demonstrate ability to drive ongoing improvements through standardizing and consolidating processes in support of HR strategic goals. Identify problem areas in service delivery processes, troubleshoot issues and recommend solutions. Work across HRSC leadership team and People, Learning, and Growth Sector leadership team to plan and execute changes or improvements. 

• Collaborate with HRIT (Workday-based), Centers of Excellence (COEs), and HR Business Partners to provide optimized and consistent HR experiences, processes, and outcomes for MITRE employees. 

• Drive operational performance and service excellence within the Human Resources Service Center team and achieve objectives that you will create in partnership with Director. 

• Ensure that there are suitable human resources governance practices in place to protect the business, including legal and regulatory compliance, through the HR Operational team. Stay abreast of current issues and upcoming trends in Human Resources, providing recommendations for consideration to Director. 

• Accountable for human resources data privacy and security, rapid response to privacy issues, and handling of sensitive cases for MITRE stakeholders (legal, HRBPs, and employee relations). 

• Accountable for HR service center process documentation and desk procedures for assisted support, build appropriate use cases for enhancement of technology and/or artificial intelligence in HRSC and HR Operations at large. 

• Support re-design of HR websites to support better delivery of information. 

Basic Qualifications: 

• Requires a minimum of years of related experience with a bachelor’s degree; or years and a master’s degree; or equivalent combination of related education and work experience. 

• At least 3 or more years of management experience in the human resources field 

• Experience operating shared services in Workday. 

• Experience in a government contracting, professional services, or high-tech organization. 

• End-to-end process understanding, ability to develop and maintain processes, and HR service center procedures. 

Preferred Qualifications:  

• Demonstrated experience solving complex shared service issues. 

• Exceptional written and verbal communication skills and sound influential skills 

• Ability to effectively manage several objectives simultaneously while prioritizing and driving strategic plans. 

• Process improvement oriented and the ability to make recommendations and decisions. 

• Strong analytical skills with the ability to work through processes, identify and implement process improvements and resolve complex situations. 

• Flexible and proactive problem solver 

• Demonstrated success in a dynamic, frequently changing, and fast paced environment. 

Our culture is a tangible asset that endures through our people and leaders. At MITRE, our leaders must also demonstrate and continually develop a consistent set of shared Leadership Competencies:

• Lead with a Strategic Mindset: Drives alignment across MITRE to achieve our mission by engaging across and beyond the enterprise, making and executing decisions, and activating the Good Growth Strategy.

• Create Value: Takes a broad approach to solving complex problems using a national and global lens. Unleashes the full capabilities of our people in a relentless pursuit of innovative solutions that are scalable, equitable, transferable, and sustainable.

• Cultivate Inclusion: Creates an environment and opportunities, built on trust, where people can be their whole authentic self, feeling welcomed, supported, engaged, and respected for who they are and what they contribute to the organization. Embraces and engages all dimensions of diversity to exponentially expand MITRE’s impact in solving problems for a safer world.

• Communicate for Impact: Conveys powerful messages tailored to the unique needs of stakeholders—and desired outcomes—in a style that engages and inspires action. Exemplifies active listening to foster collaboration, understanding, and alignment.

• Commit to Action and Outcomes: Holds self and others accountable for acting on and achieving established objectives. Exemplifies cultural attributes while executing and delivering impactful outcomes.

This requisition requires the candidate to have a minimum of the following clearance(s):

This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s):

Work Location Type:

MITRE is proud to be an equal opportunity employer. MITRE recruits, employs, trains, compensates, and promotes regardless of age; ancestry; color; family medical or genetic information; gender identity and expression; marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics. For further information please visit the Equal Employment Opportunity Commission website