About this role
The Sr. HR Operations Representative serves as a centralized resource for all employee inquiries and HR operational tasks. This role supports Tier 1 functions, responding to requests via phone, chat, and email, while processing HR transactions in the HCM and managing documentation. The representative also performs key compliance and administrative duties, including employment verifications, payroll exception review, and data reporting to internal stakeholders.
Key Responsibilities
Frontline Support & Intake
Respond to incoming HR questions via phone, email, chat, and ticketing systems (e.g., ServiceNow)Triage non-HR Operations requests to appropriate teams (HRBPs, Payroll, Benefits, Talent, LOA, Employee Relations, Compensation or Leave of Absence teams)Educate employees on HR processes, policy interpretations, and available resourcesAnswer general questions about company policies, HR procedures, and compliance expectationsSort and distribute incoming HR mail to the appropriate functional areasGuide employees through self-service tools for time, benefits, payroll, and profile managementComplete Password resets and phone transfersTransactional Processing & Case Resolution
Complete employment transactions (hires, promotions, transfers, terminations, manager changes, pay rate adjustments)Review and resolve payroll exceptions, coordinating with Payroll and HR business partnersRespond to and fulfill employment verifications and support letter requestsProcess and mail medical support notices and ensure compliance with state requirementsResolve complex HR cases involving benefits, leave, job changes, or multi-team dependenciesMaintain detailed documentation in the case management system and ensure timely case closureComplete I-9s for remote and office team membersMaintain company compliance processes to include, but not be limited to, reviewing and completing I-9’s, MVRs, background checks, physicals, and drug testsData Integrity, Reporting & Compliance
Conduct audits and reconcile employee data across systems to ensure accuracyMaintain compliance dashboard, support audits, and track completion of required HR documentationSend out recurring dashboards and compliance-related reports to operations leaders, HRBPs, and other business unitsSupport ad-hoc data requests for HR compliance, regulatory filings, or internal trackingAssist in updating SOPs, process guides, and the HR knowledge baseCross-Functional HR Support
Serve as the central intake and coordination point for HR inquiries across all departmentsEscalate high-risk or sensitive issues appropriately while owning Tier 1 resolution pathsParticipate in open enrollment, year-end processing, and HR systems enhancementsSupport internal HR projects related to process improvement, automation, and employee experience High school diploma or GED required; associate or bachelor’s degree in HR or Business preferred1+ year in HR shared services, operations, or customer service environmentExperience with HCM (PeopleSoft or another system) and case management systems (ServiceNow or another system) preferredStrong interpersonal skills, written and verbal communication, and a service mindset requiredAbility to multitask in a fast-paced, deadline-driven environment with confidentiality and accuracyProficient in Microsoft Excel, Outlook, and WordPreferred Skills
Experience processing job data changes and HR compliance documentsFamiliarity with payroll systems, leave administration, and benefit coordinationAbility to interpret HR policies and procedures to assist with Tier 1 resolutionExperience drafting or maintaining SOPs and HR process documentationStrong analytical mindset with an interest in improving HR operations through technology or process refinement Benefits:
• Paid Holidays and Vacation
• Medical, Dental & Vision benefits that start on the first day of employment
• No-cost mental health support for employee and dependents
• Childcare tuition discounts
• No-cost fitness, nutrition, and wellness programs
• Fertility benefits
• Adoption assistance
• 401k matching contributions
• 15% off the purchase price of stock
• Company bonus