Human Resources Service Center Manager

HR Service Center ManagerTier 1 Support LeadershipContract Opportunity| San Mateo, CA |OnsiteENGAGEMENT OVERVIEWJob TitleHR Service Center Manager (Tier 1)DurationLate June 2026 through October 2026 (extension possible)LocationBay Area — San Mateo / Redwood City, CAWork ModelFully Onsite — 5 days per week (no remote or hybrid)Team SizeApproximately 13 to 19 associatesFunctionHR Service Center — Tier 1 Support LeadershipPOSITION SUMMARYWe are seeking an experienced HR Service Center Manager to lead the Tier 1 HR support function for a large, complex organization in the Bay Area. This is a hands-on leadership role requiring a strong operational mindset, deep HR domain knowledge, and the ability to inspire and manage a team of 13 to 19 associates. The ideal candidate will own day-to-day service delivery, drive SLA performance, and serve as the escalation point for complex employee inquiries.SCOPE OF WORKManage daily operations of the HR Service Center Tier 1 team of 13 to 19 associatesOwn case resolution workflows, SLA adherence, and operational performance metricsHandle escalated HR inquiries and address complex employee needs with professionalism and urgencyFacilitate regular team meetings, coach associates, and drive continuous performance improvementOversee I-9 processing and ensure full compliance with applicable regulationsPartner with HR leadership to identify process improvement opportunities and optimize service deliveryMaintain and report on key HR service center KPIs and escalation trendsMUST-HAVE REQUIREMENTS7+ years of progressive HR experience3+ years in a direct people management rolePrior experience managing an HR Service Center or Call Center in a large, complex organizationWorking knowledge of HRIS platforms, case management tools, and employee portal systemsStrong command of HR policies, onboarding processes, benefits administration, and I-9 complianceBachelor's degree in Human Resources, Business, or a related field — or equivalent professional experienceMust be available to work fully onsite 5 days per week in San Mateo / Redwood City, CAPREFERRED QUALIFICATIONSOracle HCM — experience navigating and managing HR data within Oracle's Human Capital Management platformServiceNow — familiarity with the case management module for HR service delivery workflowsCisco Telephony — experience with telephony systems used in service center or call center environmentsSHRM-CP or PHR certification — active certification preferred; in-progress considered