Job Summary

The AskHR Tier 2 Operations Manager is responsible for leading the operational delivery of Tier 2 HR Shared Services (AskHR) support. This role oversees a team responsible for resolving complex HR inquiries, executing critical employee lifecycle transactions, managing Workday inbox activities, supporting system testing initiatives, and ensuring data accuracy across HR systems. This leader will drive operational excellence, continuous improvement, and service delivery effectiveness while partnering closely with HR Technology and HR Centers of Excellence to deliver a seamless associate experience.

What you'll do

- You will have an exciting opportunity to shape how 20,000+ associates experience HR Support
- Provide strategic leadership and day-to-day management of AskHR Tier 2 team, ensuring timely, accurate, and associate-focused HR service delivery across all HR systems
- Establish and maintain operational best practices that drive accuracy, consistency, compliance, and an exceptional associate experience
- Serve as the escalation point for complex or high-impact issues
- Oversee capacity planning, case distribution, workload prioritization, and service delivery performance
- Drive continuous improvement initiatives that enhance the effectiveness and efficiency of HR systems and processes
- Ensure alignment with evolving business needs and HR strategies by identifying opportunities to streamline workflows, enhance system capabilities, and improve the associate experience
- Monitor SLA performance, volume trends, and exception handling; provide actionable insights and recommendations to leadership




- Build trust-based partnerships with COEs, HRAs, and HR Technology to ensure support of defined programs; act as liaison for AskHR Tier 2 to other areas of the business
- Develop and implement change management strategies to support the successful adoption of new processes, system enhancements, and functionality
- Effectively communicate and operationalize major changes to ensure seamless integration into daily operations and long-term value realization
- Coach, develop, and empower team members to achieve performance goals and grow professionally

What you'll need

- 3-5 years of experience in Workday HCM, with demonstrated knowledge of Workday core concepts and business processes, including basic configuration and functional workflows across key HR modules
- 5-7 years of experience leading HR operations or production support teams, managing performance and developing talent
- Robust process optimization skills, aligning systems and operations to business strategies
- Capacity planning and workload prioritization skills
- Project management and change management skills
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
- Strong communication and stakeholder engagement abilities

Don't meet every single requirement. We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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