Manager, Employee Services Center

About the role

Leads the People & Workplace Culture Employee Services Team to provide responses to inquiries from the college community and outside the college utilizing a centralized intake system with Tier 1 level support, and routing function for People & Workplace Culture (PWC). Responsible for ensuring consistent service delivery and timely replies, defining Tier 1 vs. Tier 2 work, developing FAQs with functional leaders, and managing intake workflows, data tracking, and staff performance.

Responsibilities

• Service Center Operations & Intake Management: Provides leadership and oversight for the daily operations of the Employee Services Center, ensuring a consistent, responsive, and customer-focused experience for employees. Oversees all intake functions and service channels, including walk-in, phone, email, web forms, and ticketing systems, to ensure inquiries and requests are accurately captured, categorized, prioritized, assigned, and tracked through resolution.
• Tier 1 Service Delivery & Knowledge Management: Partners with PWC functional leaders to develop and maintain knowledge resources that support efficient, consistent, and employee-centered service delivery. Ensures frontline staff have the tools, information, and authority necessary to resolve routine inquiries without unnecessary escalation.
• Tier 1 and Tier 2 Service Boundaries: Defines, communicates, and maintains clear service delivery boundaries to ensure requests are resolved at the appropriate level while preserving consistency, compliance, and customer satisfaction.
• Tier 1 – Transactional & Information-Based Support: Responsible for handling routine, repeatable, and policy-based inquiries that can be resolved using established procedures, knowledge articles, or standard responses.
• Tier 2 – Consultation & Specialized Support: Responsible for handling complex, sensitive, interpretive, or strategic matters requiring professional judgment, policy interpretation, consultation, investigation, or decision-making authority.
• Routing & Workflow Design: Develops, implements, and continuously improves service delivery workflows, routing protocols, and escalation processes that support operational efficiency and accountability.
• Staff Supervision & Development: Provides direct supervision and leadership for Employee Services Center staff while fostering a culture of customer service, continuous improvement, and professional development.
• Data, Reporting & Continuous Improvement: Leverages operational data to monitor performance, identify opportunities, and drive continuous improvement initiatives.
• College Partnership Coordination & Communication: Serves as the primary point of coordination between all college partners and PWC functional units to ensure aligned service delivery and effective communication.

Requirements

• Bachelor’s degree in HR, Business, or related field or 3–6 years of HR, operations, or service delivery experience

Preferred Qualifications

• Supervisory experience preferred

Applicants must be authorized to work in the United States. All employees are expected to maintain a permanent residence within the State of Utah as a condition of employment. New employees must provide a valid Utah residential address within 30 days of their start date.