Senior Manager, HR Shared Services

Job description

The Sr. Manager, People Services leads AutoNation’s centralized HR shared services function, which resolves approximately 1,500 cases per month servicing over 25,000 associates. The team operates across multiple service tiers and delivers hands-on support that extends well beyond transactional processing — walking associates and leaders through systems, guiding managers through onboarding processes, resolving issues live on the phone, and staying with a case until it is genuinely closed. HR Business Partners are established in every market and business unit and remain the primary advisory relationship for the field; shared services works alongside them. This role is accountable for service performance, platform configuration and the continuous improvement of how HR services are delivered. The successful candidate will bring proven leadership of a high-volume, ticket-based contact center or shared services operation, a systems-and-solutions orientation, and a disciplined approach to performance measurement. Foundational HR knowledge is helpful; deep subject-matter expertise is not required. Service delivery and performance Own service level attainment across all three tiers, including speed to answer, first-contact resolution, cycle time and case documentation quality. Establish, publish and enforce case handling standards, including mandatory case ownership and substantive resolution documentation. Define and operate the escalation path from shared services into HR Business Partners and the Centers of Excellence, including the triggers and handoff standards for each. Monitor queue health daily and conduct structured weekly reviews of aging cases and reassignments. Platform and process Own the operational configuration of the HR case management platform, including intake design, categorization, routing rules and automation. Maintain the integrity of service reporting and ensure metrics are traceable, comparable period over period and suitable for executive review. Identify recurring case types suitable for automation, AI-assisted resolution or self-service, and lead their removal from the case queue. Develop and expand the use of AI within the service model, including conversational assistants, knowledge content that supports deflection, and AI-assisted triage and routing. Partner with HRIS and IT on system enhancements, testing and release readiness. Center of Excellence partnership Build and maintain close working relationships with subject-matter experts across the Centers of Excellence — Employee Relations, Benefits, Leave, Compensation, Talent Acquisition and HRIS — who operate as assignment groups within the case management platform for COE-specific work and escalations. Agree and document what belongs with each COE assignment group, what shared services retains, and the criteria that trigger a handoff, so routing reflects a shared understanding rather than individual judgment. Review COE-routed case volume, cycle time and outcomes with each SME group on a regular cadence and resolve recurring misroutes at the source. Serve as the operational point of contact for COE leaders on service performance, capacity and platform changes that affect their queues. Leadership Lead, coach and develop a multi-functional team spanning intake and phone support, coordinators, onboarding and compliance specialists. Manage workload allocation, capacity planning, scheduling and coverage across all functions of the team. Set the standard for handling sensitive matters, including confidentiality, documentation and appropriate escalation. Manage contractor and vendor resources supporting the function. Strategy and partnership Partner with the Sr. Director, People Services on service model design, tiering strategy and the function’s multi-year roadmap. Represent People Services with HR Business Partners, Talent Acquisition, Payroll, Benefits and the Employee Relations Center of Excellence. Prepare and present service performance reporting and improvement recommendations to HR leadership. Qualifications ( Required): Bachelor’s degree, or equivalent combination of education and experience. Five or more years of progressive leadership experience in a contact center, service desk or shared services operation with defined service level agreements. Demonstrated accountability for ticket-based case resolution volume, quality and cycle time. Experience administering or configuring a case management, CRM or ITSM platform. Proficiency in service reporting and analysis, including the ability to build and interpret operational reporting independently. Experience leading process improvement or automation initiatives that measurably reduced volume or handling time. Practical experience deploying or operating AI or automation capability in a service environment — for example a virtual assistant, chatbot, AI-assisted triage or intelligent routing — including responsibility for the knowledge content behind it. Preferred Experience in a multi-site, geographically distributed service environment. Familiarity with Workday or a comparable HRIS platform. Experience measuring and improving AI deflection rates and containment. Exciting Benefits and Perks Await You: Competitive compensation and 401k matching Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits. Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve. AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.