What are the responsibilities and job description for the North American HR Service Center Manager position at Superior Plus Propane Talent Acquisition?
We’re looking for a dynamic North American HR Service Center Manager to elevate how employees experience HR. In this role, you’ll lead and inspire a high‑performing HR Support team while shaping the future of our centralized HR Service Center. You’ll drive a consistent, efficient, and employee‑centric service experience by balancing strategic vision with hands‑on leadership to deliver meaningful impact across the organization.
This role will oversee the day‑to‑day operations of the North American HR Service Center while accelerating the evolution of our HR Shared Services model. From optimizing workflows and managing case volume to building scalable service capabilities, you’ll champion continuous improvement and innovation. You’ll collaborate closely with HRBPs, COEs, and IT to streamline processes, enhance technology solutions, and enrich every touchpoint of the employee journey.
What we will offer you:
Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.
What you’ll do:
• Lead & Inspire: Guide the daily operations of the HR Service Center, ensuring timely, accurate, and people‑first support for employees and managers.
• Drive Operational Excellence: Manage case volume, workload distribution, and SLA performance to maintain high service quality.
• Optimize & Standardize: Enhance HRSS processes, workflows, and procedures to improve consistency and efficiency.
• Manage Vendor Partnerships: Oversee relationships with external HR service providers, ensuring high‑quality delivery, alignment with SLAs, and seamless integration of vendor solutions into the HR Service Center’s operating model.
• Expand Capabilities: Advance self‑service tools, automation, and knowledge content to create scalable, user‑friendly HR solutions.
• Collaborate Strategically: Partner with COEs, HRBPs, and IT to deliver seamless, integrated HR services across the organization.
• Strengthen Governance: Contribute to the development of SLAs, service catalogs, and HRSS governance frameworks.
• Develop Talent: Coach and support HR Coordinators to excel in high‑volume, high‑impact service delivery.
• Leverage Technology: Use HRIS, case‑management platforms, and AI tools to enhance accuracy, speed, and service experience.
• Analyze & Improve: Use service data and dashboards to identify trends, guide decisions, and drive continuous improvement.
• Champion Change: Support communications, training, and change‑management efforts tied to HRSS initiatives.
• Ensure Compliance: Uphold HR protocols, privacy standards, and legislative requirements across all service activities.
What you bring:
- Bachelor’s Degree in Human Resources, Business Administration, or related field
- 8 years of progressive HR experience with 3 years in leadership roles within HR operations, shared services, or service delivery environments.
- Strong knowledge of HR service delivery models, ticketing systems, automation, AI, and HRIS/HCM technologies.
- Experience implementing or operating within HR Shared Services, including tiered service structures and SLAs.
- Exceptional analytical skills with the ability to interpret service trends, metrics, and workforce data.
- Demonstrated experience leading teams in high-volume environments with strong coaching and development capabilities.
- Ability to drive change, simplify complex processes, and build enterprise-wide collaboration.
- Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.
Work Location: Preference is for candidates to be within a commutable distance to our office location in the greater Philadelphia, PA area. However, we recognize that the right talent can thrive from anywhere—fully remote candidates will be considered for the right fit.
Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.