HR Operations Manager

About the Role

At McCarthy, we believe strong HR support plays an important role in creating a positive employee experience and enabling our teams to do their best work. We are looking for an HR Service Center Manager to lead our centralized HR support team and help shape the future of HR service delivery across the organization.

Responsibilities

• Oversee daily operations, ensuring HR inquiries and service requests are addressed accurately, efficiently, and within established service expectations.
• Manage inquiry workflows, workload distribution, escalations, and service delivery standards to ensure consistent support across the organization.
li>Establish and maintain standard operating procedures, training materials, and knowledge resources that promote accuracy and consistency.
• Monitor service trends and resolve operational challenges to improve the quality and efficiency of HR support.
• Lead, coach, and develop HR Service Center team members, establishing clear expectations for performance, accountability, and customer service.
• Build team capabilities through ongoing training, cross-training, knowledge sharing, and professional development.
• Foster a collaborative, customer-focused environment where team members take ownership of issues and look for ways to improve how work gets done.
• Ensure employees and managers receive responsive, helpful, and consistent HR support.
• Monitor customer feedback and service quality to identify opportunities to improve the employee experience.
• Partner with HR subject matter experts to resolve escalated inquiries and ensure employees are connected with the right resources.
• Promote the use of HR knowledge resources and self-service tools to help employees find answers quickly and independently.
• Analyze service metrics and inquiry trends to identify recurring issues, process gaps, and opportunities for improvement.
• Establish and monitor key performance indicators, including response and resolution times, service quality, customer satisfaction, and inquiry volume.
• Partner with key stakeholders to streamline workflows, improve technology utilization, and reduce manual work.
• Support the implementation of automation, knowledge management, and self-service solutions that improve service delivery and scalability.
• Provide regular updates on operational performance, service trends, improvement initiatives, and resource needs.
• Ensure service delivery practices align with company policies, confidentiality requirements, and applicable regulatory standards.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent relevant experience.
• Minimum 5 years of experience leading an HR Service Center or comparable employee-support operation.
• Demonstrated experience managing service delivery operations, improving processes, and establishing standard operating procedures.
• Experience using HR systems, case management tools, reporting platforms, or employee self-service technology.
• Strong analytical skills and the ability to use data to identify trends, measure performance, and drive improvements.
• Excellent communication, problem-solving, and relationship-building skills.
• A customer-focused mindset with a commitment to delivering accurate, timely, and consistent service.
• The ability to balance day-to-day operational priorities with longer-term process improvement initiatives.
• Strong judgment and discretion when handling confidential employee information.
• Bilingual Spanish-English required.

McCarthy is a 100 percent employee-owned company, committed to sustaining a culture that delivers great experiences for everyone. We are repeatedly honored as a great place to work and healthiest employer.