Senior Manager of ESC

As the Senior Manager of ESC, you are a collaborative and results-driven leader with a passion for delivering exceptional service experiences. You excel at leading high-performing teams, driving service excellence, and resolving complex client and employee inquiries. You are skilled at leveraging data and performance metrics to coach teams, improve operational efficiency, and foster a culture of continuous improvement and accountability.

What You Will Do

You will lead and oversee the daily operations of the Employee Solutions Center (ESC), ensuring timely, accurate, and high-quality employee support. You will also lead, coach, and develop ESC leaders and HR professionals; establish clear accountabilities, performance expectations, succession plans, and development opportunities.

Why It Might Be a Fit

You will use interaction, case, quality, and customer feedback data to identify trends, recurring demand, failure points, training needs, policy opportunities, and technology improvements; present clear recommendations and outcomes to senior leadership. You will also ensure compliance with federal, state, and local employment laws, company policies, privacy expectations, and applicable controls across ESC processes and interactions.

Requirements

• Bachelor's degree in Human Resources, Business Administration, Operations, or a related field
• 7+ years of progressive experience in HR operations, employee relations, shared services, customer service, or contact center operations
• 3+ years of experience leading and developing high-performing service teams
• Demonstrated knowledge of contact center operating disciplines
• Hands-on experience improving or implementing contact center technology
• Proven ability to lead process improvement from diagnosis through implementation, adoption, measurement, and sustainment
• Strong knowledge of federal, state, and local employment laws and HR best practices
• Demonstrated ability to manage complex and sensitive employee matters with professionalism, discretion, sound judgment, and appropriate escalation
• Experience partnering with IT, HR Centers of Excellence, vendors, and business leaders to translate operational needs into technology and process solutions
• Strong change leadership, communication, relationship-building, and executive stakeholder-management skills
• Ability to balance customer experience, risk, quality, productivity, cost, and employee engagement when making decisions
• Proficiency with Microsoft Office applications and advanced proficiency with HRIS, case management, reporting, and contact center tools

Benefits

• Competitive compensation
• Progressive Paid-Time Off Program
• Group Medical, Dental, Vision and Life insurance
• Student Loan Assistance Program
• Pretax Spending Accounts
• Extensive professional development programs
• Discounts in retail and entertainment
• A social and community outreach committee
• Complimentary coffee and snacks