Employee Support Center Manager

Enjoy the flexibility of a hybrid work environment while leading transformational HR initiatives for a large, established organization. Drive process improvements, elevate the employee experience, and shape the future of HR service delivery in a highly visible leadership role. This is an outstanding opportunity to influence enterprise-wide HR operations, manage a talented team, and modernize critical HR programs., Primary Services is actively recruiting for an Employee Support Center Manager for a prestigious client. This leadership role is a great fit for an experienced HR professional who builds scalable employee service models, optimizes HR operations, and leads organizational change. The Employee Support Center Manager will oversee employee services, HR systems administration, process improvement initiatives, and service delivery strategies that support a large and complex workforce. This role partners closely with HR leadership, business partners, and centers of excellence to deliver consistent, compliant, and efficient HR services across the organization., * Design, implement, and continuously improve HR shared services and employee service delivery models.

• Establish clear processes, responsibilities, and service handoffs between HR Shared Services, HR Business Partners, and Centers of Excellence.
• Lead change management initiatives related to HR processes, systems, and service delivery enhancements.
• Develop and manage a tiered HR support structure to improve responsiveness and service quality.
• Define, track, and analyze employee service metrics, including response times and first-contact resolution.
• Create and maintain HR knowledge resources, FAQs, process documentation, and training materials.
• Partner with HR systems teams to expand employee and manager self-service capabilities.
• Drive process automation and reduce reliance on manual support activities.
• Manage vendor relationships, service performance, and contract administration activities.
• Oversee HRIS administration, data integrity, reporting, and system optimization efforts.
• Develop workforce and recruitment analytics reports that support executive decision-making.
• Ensure compliance with employment laws, regulations, and internal HR policies.
• Advise managers and stakeholders on HR processes, programs, and operational best practices.
• Monitor HR trends, legislative developments, and emerging industry practices.
• Lead, coach, and develop HR team members while driving continuous improvement initiatives.

• Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent combination of education and experience.
• 10+ years of human resources experience in HR operations, shared services, or employee services environments.
• 2+ years of direct people leadership experience.
• Experience managing employee lifecycle processes and HR service delivery operations.
• Knowledge of employment laws, HR compliance requirements, and regulatory guidelines.
• Experience developing, implementing, measuring, and improving HR programs and processes.
• Experience administering HRIS platforms and generating workforce analytics and reporting.
• Working knowledge of applicant tracking systems and recruiting technologies.
• Experience managing vendor relationships and service-level performance.
• Proficiency with Microsoft Office applications.
• Ability to travel domestically and internationally up to 10%.
• Experience supporting global HR operations preferred.
• HR certification such as SPHR, SHRM-SCP, PHR, SHRM-CP, or GPHR preferred.
• Experience supporting geographically diverse workforces preferred.