Senior HR Operations Specialist

Job Duties and Responsibilities

• Lead end-to-end HR operational processes and employee lifecycle activities—including onboarding, offboarding, and compliance initiatives—while driving mid-sized projects such as system enhancements and program refreshes, with a focus on scalability, continuous improvement, and delivering a best-in-class employee experience.
• Respond to routine Tier 1/2 inquiries and manage Tier 3 escalations by diagnosing complex employee inquiries, collaborating cross-functionally (Legal, Payroll, IT, Finance) to resolve, and identifying root causes to prevent recurrence and propose resolutions.
• Partner with People Team Centers of Excellence (COEs) (Talent Acquisition, Compensation, HRBPs) to optimize operational handoffs and ensure seamless program execution.
• Own and evolve employee self-service capabilities (knowledge base, Tier 0 content) to empower employees and reduce manual transaction volume.
• Identify and document operational risks, ensuring internal controls, audit practices, and compliance obligations are upheld.
• Support process documentation management, maintaining clear, current SOPs and workflow documentation across the HR Shared Services Team.
• Mentor and provide informal leadership to junior team members and promote operational knowledge sharing.
• Actively contribute to the continuous improvement culture by identifying gaps, proposing solutions, and leading changes that enhance HR service delivery.
• Serve as the primary liaison with the Professional Employer Organization (PEO), managing day-to-day communications, resolving escalations, supporting audits, and collaborating on benefits renewals, plan design updates, and overall service delivery.
• Partner with the PEO to coordinate end-to-end LOA processes, including eligibility tracking, documentation, compliance with federal and state leave laws (e.g., FMLA, CFRA), employee communication, and timely return-to-work coordination.
• Maintain compliance with federal, state, and local regulations (e.g., ACA, ERISA, FMLA, ADA) by partnering with the PEO and internal stakeholders. Support audits, filings, and generate regular and ad hoc reports to meet internal and regulatory requirements.
• Conduct benefits orientation sessions, develop employee-facing resources, and respond to inquiries with clarity and care.
• Lead the annual open enrollment following internal process, including planning and execution of communication strategies, system readiness, and coordination with the PEO to ensure a seamless experience for employees.
• Continuously assess and improve benefits and LOA processes in alignment with PEO capabilities and internal operations. Recommend and implement scalable, employee-centric solutions to increase efficiency and compliance.
• Support the administration of U.S. immigration processes by coordinating with internal stakeholders and external immigration counsel to ensure accurate documentation, timely processing, and compliance with applicable regulations. Assist with employee case tracking, communications, and procedural updates related to sponsorship and mobility.
• Serve as a day-to-day system administrator for HR systems (e.g., HRIS, benefits administration, case management), managing employee data integrity, workflow configurations, and user access in partnership with IT.
• Generate and distribute regular and ad hoc HR operational reports (headcount, turnover, LOA utilization, onboarding completion rates) to support the People Team and business stakeholders.
• Analyze HR operational trends (e.g., Tier 1/2 inquiry volume, case resolution time, open enrollment participation) to identify patterns and surface insights that inform process improvements; maintain operational dashboards to track and communicate key HR metrics to stakeholders.

Skills You Must Have

• Bachelor’s degree in Human Resources, Business Administration, or related field, or equivalent experience.
• 3-5 years of progressive experience in HR operations, HR shared services, or HR support roles, preferably in a global, high-growth environment.
• Strong knowledge of HRIS systems administration (e.g., BambooHR) and reporting capabilities.
• Demonstrated ability to drive process improvements and manage operational projects from concept to execution.
• Experience supporting compliance audits and regulatory reporting (e.g., I-9, EEO, ACA, global labor requirements).
• Excellent analytical, critical thinking, and problem-solving skills.
• High attention to detail, particularly regarding data accuracy and operational compliance.
• Excellent organizational, time management, and prioritization skills to manage multiple priorities in a fast-paced, collaborative environment.
• Strong verbal and written communication skills with an ability to simplify complex information.
• Ability to balance tactical execution with strategic thinking to drive results.
• High degree of professionalism, integrity, and confidentiality.

Skills That Are Nice to Have

• Certification in HR (PHR, SHRM-CP).
• Experience with Jira Service Management or other case management systems.
• Experience supporting or implementing global HR programs.
• Project management skills or familiarity with project management methodologies.