Shared Services Support Manager (remote eligible)

Shared Services Support Manager
The Shared Services Support Manager will lead our Store, Distribution Centers (DCs), and Store Support Centers in providing Tier 1 and Tier 2 support for HR inquiries and transactions. This position is responsible for managing escalated issues, ensuring efficient troubleshooting, and collaborating across teams to maintain system stability. The ideal candidate will leverage Workday or similar HCM expertise to drive resolutions, enhance processes, and provide a seamless user experience.

Responsibilities:
• Team Leadership and Performance Management:
o Lead and develop a team of Tier 1 and Tier 2 Shared Services Specialists to provide high-quality customer service.
o Establish performance metrics and monitor team effectiveness in resolving inquiries and transactions.
o Provide coaching, training, and development opportunities to enhance team capabilities.
• Escalation Management and Issue Resolution:
o Serve as the primary escalation point for complex HR system and policy-related issues that cannot be resolved at Tier 1 or Tier 2 levels.
o Identify root causes of recurring issues and implement corrective actions to improve service delivery.
o Partner with COE, IT, and HR Business Partners to resolve system and process-related challenges.
• Process Optimization and Service Delivery:
o Drive continuous improvement initiatives to streamline HR support processes and enhance efficiency.
o Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure timely resolution of inquiries.
o Collaborate with People Technology, Payroll, and IT teams to enhance system usability and reduce manual transactions.
• Workday/ People Technology Expertise:
o Utilize Workday HCM knowledge to guide issue resolution and process improvements.
o Oversee system troubleshooting, testing, and validation efforts for updates and enhancements.
o Provide input on system configuration changes to improve functionality and user experience.
• Collaboration and Stakeholder Engagement:
o Act as a liaison between HR, Payroll, IT, and other business units to align shared services operations with organizational goals.
o Communicate updates and process changes to relevant stakeholders, ensuring clarity and alignment.
o Support cross-functional initiatives, such as policy updates, compliance reporting, and system implementations.

Minimum Requirements
• Bachelor’s degree in Business Administration, Human Resources, Information Systems, or a related field—or equivalent work experience.
• Minimum of 3+ years of progressive experience in HR systems support, shared services, or a similar leadership role.
• Demonstrated expertise with Workday HCM
• Strong troubleshooting skills with experience in system testing, validation, and configuration enhancements.
• Proven experience managing Tier 1 and Tier 2 support teams in a dynamic, high-volume environment.
• Ability to set clear performance metrics, provide coaching, and drive team development to ensure high-quality customer service.
• Expertise in escalation management with a track record of resolving complex HR system and policy issues.
• Experience in identifying root causes of recurring problems and implementing continuous improvement initiatives to enhance operational efficiency.
• A proactive mindset with a focus on continuous learning and staying current with industry best practices.

Start Rate = $110k-$143.5k base salary based on experience + bonus + equity
The company offers Health, Dental, & Vision, a flexible spending account, life and disability insurance benefits, a 401k plan, PTO & paid holidays annually, and an employee stock purchase plan.