Teammate Support Specialist

About the role

The Teammate Support Lead is responsible for leading the enterprise-wide employee support function, ensuring consistent, compliant, and high-quality HR service delivery. This role will drive comprehensive People/HR solutions while fostering a proactive, collaborative culture.

Responsibilities

• Lead and evolve the HR Support function, including oversight of the People ticketing system, HR knowledge base, and service performance metrics
• Design and enforce SLAs, escalation workflows, and response standards for all teammate HR inquiries (e.g., benefits, policy, onboarding, leave, compliance)
• Ensure adherence to federal and state labor regulations (e.g., FMLA, ADA, EEOC, OFCCP), including documentation, response timeframes, and audit readiness
• Oversee the HR shared services team, including onboarding support, generalist-level inquiries, HRIS updates, and compliance-related case handling
• Partner with HRIS, Compliance, and Quality to align support processed with QMS standards (AS9100), internal audit requirements, and data privacy obligations (e.g., PII/GDPR)
• Drive continuous improvement in HR support delivery through data analysis, teammate feedback, and technology enhancements
• Monitor and report on service trends, ticket volumes, satisfaction scores, and workforce risks to HR and business leadership
• Support change management efforts, policy development, and internal HR communications related to enterprise-wide initiatives

Requirements

• 7–10+ years of progressive HR experience, with at least 3 years in a people leadership or shared services role
• Bachelor’s degree in human resources management or related field
• PHR or SHRM-CP (preferred)
• Demonstrated expertise in HR operations, employee services, or HR compliance in a high-regulation industry (e.g., aerospace, defense, federal contracting)
• Experience managing HR ticketing systems (e.g., ServiceNow, Zendesk, UKG) and HR knowledge bases
• Familiarity with federal contractor compliance obligations (e.g., OFCCP, ITAR, DFARS, EEO-1)
• High attention to detail and operational accuracy; ability to manage confidential and sensitive information with discretion
• Knowledge of ERISA, ACA, COBRA, HIPAA
• HRIS experience (ADP Workforce Now) and Microsoft Office proficiency
• Excellent interpersonal and problem-solving skills
• Multi-location experience is a plus
• Excellent communication skills with the ability to manage conflicts effectively

Qualifications

• Employee must be a US citizen

Skills

• Leadership
• People management
• HR operations
• Employee services
• HR compliance
• HR ticketing systems
• HRIS experience
• Microsoft Office proficiency

Benefits

• Medical insurance options
• Dental and vision insurance
• Retirement plan eligibility

Pay

TBD

Schedule

Full-time non-exempt position with typical working hours Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours and work shifts may change in accordance with department and business needs. Exempt Employees must have the ability to be on-call and available, as business needs require.