Description
FlexTG is the largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast. Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own.
Position Summary
The Manager, HR Service Center provides strategic and operational leadership for the team responsible for delivering HR support across the employee lifecycle. This role focuses on building a strong, service-oriented team, ensuring employees and managers receive clear, consistent, and accurate guidance. The Manager oversees daily operations, strengthens HR processes, and partners across HR to improve service delivery, streamline workflows, and support a positive employee experience.
Location & Work Arrangement
Applicants must physically reside in the United States. This role is remote unless you live within 30 miles of a FlexTG office—then the role is hybrid (in office 3 days per week).
Salary Range
$108,000–$135,000, dependent on location and experience level.
Essential Functions and Responsibilities
HR Service Delivery & Employee Lifecycle Support
- Oversee HR Service Center operations across all stages of the employee lifecycle, including onboarding, job changes, benefits, leave, payroll inquiries, employee data management, and offboarding.
- Serve as a subject matter expert for HR policies, procedures, and benefits, ensuring accurate and compliant guidance.
- Act as an escalation point for complex HR inquiries requiring strong HR judgment.
People Leadership
- Lead, coach, and develop HR Service Center team members to deliver exceptional, employee-centric service.
- Set clear performance expectations aligned to service metrics and organizational goals.
- Foster a culture of accountability, continuous improvement, and collaboration.
Process Optimization & Continuous Improvement
- Assess, design, and optimize HR processes and procedures that span the end-to-end employee lifecycle.
- Identify inefficiencies and root causes to improve first contact resolution and shorten turnaround times.
- Partner with HR Business Partners, COEs, and other stakeholders to standardize processes and clarify ownership.
HRIS, Knowledge Base & Tools
- Leverage HRIS and case management systems to support efficient service delivery and maintain accurate employee data.
- Lead the development, maintenance, and continuous improvement of a centralized HR knowledge base (e.g., policies, process guides, FAQs, standard responses, etc.), ensuring content is clear, current, and accessible.
Metrics, Reporting & Insights
- Define, track, and communicate key HR Service Center metrics (e.g., case volume, resolution time, SLAs, first contact resolution, customer satisfaction).
- Analyze trends and data to identify process gaps and drive targeted improvements.
- Regularly communicate insights and performance results to HR leadership and stakeholders to support informed decision-making.
Compliance & Risk Management
- Ensure HR services are delivered in compliance with employment laws, benefits regulations, and internal policies.
Qualifications and Experience
Minimum Qualifications:
- Bachelor’s degree in Human Resources, Business Administration, or a related field
- 5–7 years of progressive HR experience across multiple functional areas (e.g., compensation & benefits, leave management, employee relations, HR data management/HRIS, payroll coordination, etc.)
- Strong knowledge of benefits administration and employee support
- Experience leading or working within an HR Service Center or HR operations environment
- Strong working knowledge of HRIS platforms and case management/ticketing systems
- Demonstrated ability to optimize HR processes and leverage metrics to drive continuous improvement
- Experience creating and maintaining an HR knowledge base
- Proven ability to maintain confidentiality, protect sensitive data, and uphold data privacy standards
Preferred Qualifications:
- Master's degree in HR, Business, or a related field.
- Relevant certifications (e.g. SHRM-CP, SHRM-SCP)
Supervisory Responsibilities
This position has supervisory responsibilities.
- Staffing decisions (Hiring, interviewing, disciplining, terminating, pay decisions).
- Provides training, supervision, and evaluation of direct reports.
- Process-Policy implementation direction to direct reports.
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion.
EEO Statement
Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.