Manager, HR Shared Services

About the Role

This is a strategic leadership role responsible for delivering high-quality HR services across a geographically dispersed workforce in North America and EMEA. You will lead a centralized HR Shared Services function focused on accuracy, compliance, efficiency, and an exceptional employee experience. The role combines people leadership with HR operations, technology enablement, process optimization, and data-driven service management.

You will work closely with Payroll, HR Technology, HR Centers of Excellence, Legal, Finance, and other stakeholders to streamline the employee lifecycle. A major focus will be strengthening HR systems, automation, self-service capabilities, and scalable operating models. You will also use analytics and operational metrics to identify service gaps, improve performance, and guide strategic decisions.

Responsibilities

• Lead the day-to-day operations of the HR Shared Services function, ensuring timely, accurate, consistent, and compliant support across business units and employee populations.
• Serve as the escalation point for complex, sensitive, or system-related HR inquiries and transactions, partnering with relevant stakeholders to achieve effective resolutions.
• Ensure HR service delivery and transactions align with applicable federal, state, local, and international employment requirements.
• Partner with HR Centers of Excellence, HR Technology, Legal, Finance, and other teams to maintain coordinated workflows and resolve operational or compliance issues.
• Develop strong working knowledge of HRIS, case management, employee self-service, and related HR technology platforms, while supporting effective adoption across the team.
• Act as a key business partner to HR Technology and IT teams during system implementations, upgrades, migrations, configuration changes, testing, and enhancements.
• Identify opportunities to introduce automation, AI-assisted tools, self-service capabilities, and emerging technologies that improve efficiency and employee experience.
• Own the design, documentation, and continuous improvement of HR Shared Services processes covering onboarding, offboarding, job changes, benefits, leave administration, employee records, and other lifecycle transactions.
• Establish and maintain SOPs, process maps, knowledge resources, service-level agreements, KPIs, and operational dashboards to drive consistency and accountability.
• Analyze case volumes, resolution times, error rates, satisfaction scores, first-contact resolution, and other operational data to identify trends, root causes, and improvement opportunities.
• Provide leadership with actionable reporting and predictive insights to support workforce planning, resource allocation, service demand forecasting, and operational priorities.
• Maintain a strong partnership with Payroll to ensure employee data changes, compensation updates, new hires, terminations, leave transactions, and other payroll-related activities are processed accurately and on time.
• Collaborate with Payroll on process maps, system integrations, data quality, workflow optimization, operational reviews, and communications relating to payroll-impacting HR changes.
• Lead, coach, and develop the HR Shared Services team, establishing clear expectations around service quality, accuracy, systems competency, and process adherence.
• Promote continuous learning, knowledge sharing, and professional development while attracting and retaining employees with strong HR and technical capabilities.
• Support organizational changes and cross-functional initiatives by assessing HR operational impacts, coordinating stakeholders, and ensuring effective change management.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, Information Systems, or a related discipline.
• 7+ years of progressive HR experience, including at least 3–4 years in HR Shared Services or HR Operations leadership.
• Experience managing HR service delivery for geographically dispersed employee populations, ideally across North America and EMEA.
• Strong knowledge of HR operations, employee lifecycle processes, HR data governance, compliance, and service delivery best practices.
• Experience with HRIS and case management platforms such as Workday, Workday Help, ServiceNow, or comparable systems.
• Demonstrated experience participating in HRIS implementations, system migrations, upgrades, or technology transformation initiatives as a business stakeholder or subject matter expert.
• Experience with payroll systems such as ADP Workforce Now, ADP Vantage, or similar platforms, including an understanding of how HRIS data flows into payroll.
• Proven ability to design and improve HR processes, eliminate inefficiencies, establish SOPs, and implement measurable service improvements.
• Strong analytical skills with experience developing HR metrics, dashboards, operational reports, and data-driven recommendations.
• Working knowledge of federal and state employment regulations, HR compliance requirements, and, ideally, EMEA employment practices and GDPR-related considerations.
• Familiarity with AI-enabled HR service delivery, automation, employee self-service, and emerging HR technologies.
• Strong project management skills and demonstrated success leading complex, cross-functional HR initiatives.
• Excellent communication, stakeholder management, problem-solving, and organizational skills, with the ability to influence senior leaders and collaborate across functions.
• Strong people leadership capabilities, including coaching, performance management, talent development, and building a customer-focused service culture.

A master’s degree in HR, Business Administration, Information Systems, or a related field is preferred.

Benefits

• Competitive compensation, with the overall package determined by experience, skills, responsibilities, and location.
• Medical, dental, and vision insurance options.
• 401(k) retirement savings plan.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Life insurance and disability benefits.
• Accident and other supplemental benefit programs.
• Paid vacation and holidays.
• Opportunities for professional growth, career development, and advancement.
• Remote work opportunity, with a preference for candidates located in the Central or Mountain Time Zones.
• Opportunity to influence HR technology, automation, process transformation, and employee experience at scale.
• Collaborative environment with opportunities to partner across HR, Payroll, Technology, Finance, and other business functions.