Shared Services Operations Manager

Shared Services Operations Manager

The Shared Services Operations Manager is responsible for leading the team responsible for driving operational excellence across the HR service center. This role is responsible for establishing the knowledge content management framework and leading the design, maintenance, and optimization of technology-enabled HR workflows, ensuring seamless integration across systems and alignment with business needs. In addition, the Operations Manager plays a critical role in fostering a high-performing, employee-enabling culture. They are accountable for support and development of a team of direct reports, driving team engagement, and ensuring an inclusive environment within the service center. The ideal candidate brings deep expertise in HR service delivery, agility with various HR tech stacks, systems thinking, and extensive knowledge of service center key performance indicators (KPIs). The Operations Manager drives HR projects and change initiatives, ensuring alignment between HR, IT, and cross-functional stakeholders and supporting employee adoption.

Key Responsibilities:

• Lead, coach and inspire a team of functional analysts responsible for driving operational excellence across the HR service center. Drive team development and engagement.
• Own and optimize the creation and maintenance of HR transaction processing and employee lifecycle workflows; ensure integration across systems, alignment with business rules, and timely, accurate execution.
• Own the case and knowledge management framework; define and lead initiatives to improve efficiency, reduce resolution times and escalations, and enhance the employee experience.
• Serve as a systems expert across the HR Tech Stack (e.g., Core HCM and other HRIS modules, case/knowledge management solutions). Partner with HRIT to optimize end-to-end HR tech stack efficiency. Prepares team to support system updates and testing for HR tech stack enhancements.
• Own supplier relationship w/ third party service providers (e.g., Background Check, Employment Authorization and Verification platforms, Unemployment systems, etc.).
• Own and manage service center KPIs and reporting framework; monitor service performance, conduct data and customer feedback analysis and provide actionable insights to inform operational excellence across HR and the business.
• Own continuous improvement program and automation initiatives across the service center; evaluate current processes, identify inefficiencies, and implement scalable solutions using systems and tools.
• Oversee documentation governance, data quality standards and compliance; ensure SOPs are standardized, accurate, and aligned with legal, audit, and enterprise standards.
• Own and oversee training and quality assurance programs for service center.
• Manage service center operational planning and resource allocation in partnership with service delivery leader; implement tools and practices to enhance team productivity and organization.
• Lead cross-functional collaboration for strategic initiatives; build strong partnerships across HR, IT, and business units to drive operational excellence.
• Lead communication and change management efforts that support HR-wide adoption of new processes and systems.
• Lead cross-functional projects. Develop project plans, manage risks, ensure resource accountability and support execution through change management phases.
• Support team development through training and knowledge sharing; lead team training to improve service quality and efficiency.
• Role model safe behavior and actively seek out ways to support and promote an injury-free environment.
• Role model Weyerhaeuser's People Principles by demonstrating an ability and willingness to appreciate, respect, listen to, communicate with and value employees, leaders, and customers/vendors.

Qualifications:

• 5 years of progressive experience in HR operations, shared services, or HR systems roles, with a strong understanding of HR practices, compliance requirements and extensive exposure to complex HR workflows.
• 3 years of supervisory experience.
• 4 years of experience with data analysis, including creating and maintaining dashboards, defining and optimizing KPIs, and interpreting data to derive insights that inform performance improvements.
• Expert-level proficiency using HR systems and tools, including Core HCM and other modules (Benefits Admin, Applicant Tracking Systems, Talent Management, Workforce Management, etc.). UKG or Workday preferred. Familiarity with supplier systems (Background Check, Employment Verification, Unemployment systems) preferred.
• Strong proficiency with case and knowledge management systems, and hands-on experience in HR lifecycle workflow configuration and management.
• Demonstrated experience evaluating HR systems and processes, identifying inefficiencies, and implementing scalable solutions using HR tech stack and related tools.
• Excellent organizational, communication, and stakeholder engagement skills, with the ability to manage multiple priorities and adapt to changing business needs.
• Proven ability to lead process improvement, system optimization, and cross-functional initiatives that enhance service delivery and operational efficiency. Process Mapping tool (Visio, LucidCharts, etc.) experience.
• Experiencing defining quality assurance and training programs.
• Experience in project management and change leadership, including supporting system implementations and guiding teams through change.
• Bachelor's degree in Human Resources or a related field; or equivalent related experience.

Location: The successful candidate must reside in the local area. We offer a hybrid work schedule with employees working in the Seattle office at least 3 days per week (Tues.-Thurs.) and the option to work remotely the other 2 days.

What We Offer:

• Compensation: This role is eligible for our annual merit-increase program, and we are targeting a salary range of $106,900 to $160,400 based on your level of skills, qualifications and experience. You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 15% of base pay. Potential plan funding may range from zero to two times that target.
• Benefits: When you join our team, you and your dependents will be offered coverage under our comprehensive employee benefits plan, which includes medical, dental, vision, short and long-term disability, and life insurance. We offer a pre-tax Health Savings Account option which includes a company contribution. Other benefit options are also available such as voluntary Long-Term Care and Employee Assistance Programs. We also support personal volunteerism, sponsor a host of diversity networks, promote mentoring, and provide training and development opportunities to help you chart your path to a fulfilling career.
• Retirement: Employees are able to enroll in our company's 401k plan, which includes a paid company match in addition to our annual contribution equal to 5% of your base salary.
• Paid Time Off or Vacation: We provide eligible employees who are scheduled to work 25 hours or more per week with 3-weeks of paid vacation to use during your first year of employment. In addition, after being employed for six months, eligible employees begin to accrue vacation for future use. We also recognize eleven paid holidays per year, providing a total of 88 holiday hours and paid parental leave for all full-time employees.