Senior Manager HR Service Automation

Senior Manager Of Hr Service Automation

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Senior Manager of HR Service Automation oversees automation solutions for Lumen's HR function, focusing on service automation. Reporting to the Sr. Director, this role works with HR process owners to execute automation strategies. The manager leads a team to deliver automated tools and workflows that enhance efficiency, accuracy, and employee experience, balancing project management, technical expertise, and stakeholder collaboration.

This is a remote opportunity open to candidates located anywhere in the U.S.

The Main Responsibilities

HR Process Automation Delivery:

• Identify HR processes and tasks that are good candidates for automation – such as onboarding/offboarding, employee and labor relations inquiries, learning and training support, employee data changes, FAQ responses, and other routine transactions.
• Work with HR subject matter experts to map current workflows, pain points, and requirements. Design and implement automation solutions leveraging appropriate technologies (RPA scripts, macros, workflow tools, chatbots, AI-based services). Document and optimize these automated workflows to ensure they are robust and scalable.

Project Management & Execution:

• Oversee HR automation projects from start to finish, including planning, scheduling, and resource allocation. Coordinate IT, HRIS, and vendors for timely delivery. Proactively resolve issues, ensure thorough UAT before launch, and maintain service continuity.
• Define project success metrics (hours saved, reduced handling time, improved response) and track results after implementation.

AI and Chatbot Development:

• In line with Lumen's push into AI, incorporate intelligent solutions where suitable. For example, oversee the development of an HR chatbot/virtual assistant to handle common employee inquiries or guide employees through processes. Use machine learning or AI services to implement features like document classification, data validation, or personalized content delivery in HR processes.

Collaboration:

• Collaborate with HR teams to connect technical solutions with HR needs. Regularly meet with stakeholders to understand requirements, gather automation ideas, and update on ongoing projects. Involve end-users in design feedback to ensure solutions are effective and user-friendly.
• Post-implementation, partner with HR teams to ensure adoption of new tools – including helping create training, documentation, and change management communications so that employees trust and use the new automated processes.
• Monitor automated solutions after deployment by tracking metrics like transaction volume, error rates, resolution time, and user satisfaction. Collect feedback from HR and users, then refine automations and seek opportunities for further improvements.

Compliance:

• Ensure all HR service automations comply with Lumen's data security and privacy standards. Handle sensitive employee data with care. Maintain proper documentation for all automations (process maps, technical specs, change logs) to support compliance and business continuity.

Leadership:

• Lead by example in living Lumen's cultural behaviors. Encourage the team to be curious, to voice new ideas and concerns, show courage to innovate and speak up, and to treat each other and our customers with respect.

What We Look For In A Candidate

Education: Bachelor's degree in Business, Human Resources, or a related field is required.

HR Operations Knowledge: 5-7+ years of experience in HR operations or HR technology roles. Strong understanding of various HR processes such as onboarding, employee and labor relations, employee data management, helpdesk/ticketing etc – experience in an HR Shared Services or HRIS role is ideal.

Process Automation Experience: At least 3 years leading or supporting workflow automation or RPA projects. Proficient in bot creation, workflow design, and system configuration. Familiarity with ServiceNow HR Service Delivery, SuccessFactors automation, or similar HR platforms is preferred.

Technical Skills: Strong technical skills and comfort with technology are required. Ability to grasp system architectures and data integration methods (APIs, file feeds), and proficiency in Excel and basic data analysis are essential. Familiarity with AI or machine learning in HR is a plus. Must be able to quickly learn new tech tools and maintain ongoing skill development.

Team Leadership: Has experience overseeing a small team and developing technical staff. Sets clear goals, encourages collaboration and innovation, and demonstrates a strong work ethic focused on automation. Balances hands-on support with effective delegation to maximize the team's strengths.

Compensation: This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges $129,639 - $172,852 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$136,121 - $181,494 in these states: CO HI MI MN NC NH NV OR RI

$142,603 - $190,137 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA