• Lead HR Service Center operations, serving as the primary escalation point for HR inquiries, ensuring timely resolution, disciplined case governance, and effective judgment in managing complex or sensitive situations.

• Oversee core HR operations including onboarding, offboarding, job changes, data management, verifications, and employee support through case‑management platforms.

• Lead complex case‑management strategy, partnering with Legal, ER, IT, HRIS, Security, and vendors to manage escalations, evaluate nuanced accommodation cases, and develop decision‑making frameworks for high‑risk scenarios.

• Own governance frameworks for terminations, offboarding controls, benefits and leave programs, identity and access management, and data‑quality standards across all worker types.

• Ensure compliance and audit readiness by maintaining documentation standards, supporting internal/external audits, strengthening global stock‑audit processes, and implementing robust operational controls.

• Optimize HR technology and systems, including Workday workflows, data validation, reporting, and cross‑functional downstream impacts; collaborate with HRIS on enhancements and new system capabilities.

• Drive operational excellence through process redesign, workflow optimization, case routing improvements, and development of Tier‑0/self‑service resources and SOPs.

• Analyze HR operational trends and metrics to identify risks, inform preventive solutions, improve cycle times, and enhance overall employee and manager experience.

• Serve as a strategic HR operations advisor, providing guidance to leaders and HR partners to ensure consistency, compliance, and scalable best practices across regions.

Required Skills & Qualifications

• Bachelor's degree in human resources, Business Administration, Finance, or related field.

• 7+ years of HR operations, HR shared services, or employee support experience.

• Strong understanding of HR processes, including onboarding, offboarding, accommodations, and employee documentation.

• Experience managing sensitive employee information with discretion and confidentiality.

• Strong organizational skills with the ability to balance multiple workflows and deadlines.

• Excellent written and verbal communication skills with a customer‑centric approach.

• Proficiency with HR systems and case‑management tools (e.g., Workday, ServiceNow).

• Exercise discretion and independent judgement in the performance of duties and maintains an advanced degree of confidentiality.

• Ability to interpret and apply HR policies accurately in day‑to‑day work.

• High attention to detail and commitment to operational accuracy and compliance.

Preferred Skills & Qualifications

• Experience supporting accommodation processes (leaves, return‑to‑work, or similar programs).

• Familiarity with stock programs or audit‑related documentation.

• Understanding of U.S. and/or Canadian employment practices and regulations.

• Experience with tuition reimbursement, childcare benefits, or leave‑of‑absence administration.

• Strong problem‑solving skills with the ability to navigate moderately complex HR issues.

• Ability to collaborate effectively with cross‑functional HR teams.