Manager- HR Service Center

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
At Optimum, our people power the connections that keep communities, businesses, and customers moving. As Manager, HR Service Center, you'll lead the team and technology behind our enterprise HR support experience-combining human connection with smart systems, AI, and data-driven insights.
Reporting to the Director of HR Services, Leave, and Compliance, this role leads our Ask HR Service Center, HR systems, and knowledge resources to deliver a seamless, high-quality employee experience at scale. You'll guide a team of HR Associates, oversee core HR platforms, ensure service-level excellence, and partner across HR, IT, Legal, and the business to continuously improve how employees get the support they need.
This is a hands-on leadership role for someone who thrives at the intersection of people, process, and technology in a fast-paced, customer-focused environment.
Responsibilities
Lead the HR Service Experience
• Inspire, coach, and develop a team of HR Associates supporting employees across the enterprise
• Foster a culture of accountability, continuous improvement, and customer-first service
• Monitor performance, productivity, and quality using individual and team scorecards
• Provide ongoing feedback, coaching, and development to help team members grow and succeed
Own HR Systems & Digital Enablement
• Oversee day-to-day administration, access, and optimization of key HR systems, including:
o SAP/ECSC ticket and case management
o Onward HR (Severance Tool)
o OnBase document retention
o AI-powered tools such as People Reign
• Partner with HRIT to ensure system stability, integrations, upgrades, and data integrity
• Ensure seamless connections across chat, phone, Outlook, AI, and ticketing platforms
Drive Insight Through Data
• Deliver regular reporting on ticket, call, and chat volume, SLAs, trends, and employee feedback
• Share insights with HR COEs and leaders to improve policies, processes, and self-service tools
• Provide severance and workforce movement reporting to support benefits, compliance, and business planning
Champion Knowledge & Self-Service
• Ensure HR knowledge content across ONE, shared resources, and AI tools is current, clear, and easy to use
• Partner with COEs to maintain FAQs, guides, and reference materials that empower employees and agents
• Support policy updates with well-designed knowledge assets optimized for digital and AI support
Strengthen Partnerships & Governance
• Collaborate closely with HR COEs, HR Business Partners, HRIT, Legal
• Serve as primary administrator for the Onward HR Severance system, including process enhancements and new program launches
• Support compliance, audits, and legal requests related to employee records and documentation
#LI-GW1
Qualifications
• 5+ years of experience in HR operations, HR systems, or an HR Service Center / Call Center environment
• 1-3+ years of people leadership experience, managing performance, schedules, and service delivery
• Hands-on experience with HRIS and workforce systems such as SAP, PeopleSoft, Oracle, or ADP
• Experience supporting a multi-location, multi-state workforce preferred
• A service-driven mindset with a passion for creating great employee experiences
• Strong analytical skills and comfort using data to drive decisions
• Confidence leading through change in a technology-enabled environment
• Clear, compelling communicator who builds trust and alignment
• Ability to prioritize, adapt, and lead under pressure
• Bachelor's degree in Human Resources, Business, Communications, or a related field preferred
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Nearest Major Market: Plano
Nearest Secondary Market: Dallas