H2R Operations Delivery & BPO Lead (Remote)

Altria Group, Inc.; Richmond (VA); Remote; USD 120,000 - 173,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Floating holidays

Flexible work arrangements

401(k) matching

Deferred Profit Sharing

Professional development stipends

Parental and bonding leave

Medical dental vision coverage

Job summary

Altria Client Services seeks a Manager, H2R Operations Delivery & BPO Management to lead outsourced HR operations with an MSP/BPO model. You will oversee end-to-end employee lifecycle transactions, governance with the MSP, and SOX controls to ensure accuracy and compliance.

You will collaborate with HR, technology, and audit stakeholders, drive continuous improvement, and support SuccessFactors and ServiceNow HRSD enhancements. Remote arrangements are considered from Richmond, VA.

Qualifications

• Bachelor's degree in Business, Human Resources, Information Systems, or a related field.
• 7+ years of experience leading HR shared services or HR operations.
• At least 2 years’ experience managing an outsourced service provider (MSP) or in a business process outsourcing (BPO) model.
• Demonstrated success managing outsourced service providers responsible for high-volume administrative and transactional work
• Experience leading operational reviews, root-cause analysis, corrective action planning, and continuous improvement initiatives
• Strong understanding of employee lifecycle transactions, case management, data maintenance, and HR service delivery operations
• Experience working with enterprise HR technology platforms such as SuccessFactors Employee Central and ServiceNow HRSD
• Demonstrated experience in HR Operations process optimization and standardization at enterprise scale.
• Strong analytical and process-design skills, translating complexity into clear, actionable decisions.
• Sound judgment and comfort making risk-based decisions in ambiguous, high-stakes situations.
• Prior people leadership experience with strong stakeholder-influencing skills across HR, technology, and service providers.

Responsibilities

• Own and govern end-to-end H2R Operations processes across the employee lifecycle, including employee movement, data updates, and separation/offboarding, across both retained and MSP-delivered work.
• Own the ongoing relationship and governance routines with the MSP HR Operations and Contact Center teams, including performance/SLA monitoring, corrective action plans, and continuous improvement of how work is transitioned and delivered.
• Define and enhance the mechanics of how work gets done by the MSP (ex: escalation intake and resolution paths) to ensure efficiency and effectiveness
• Serve as the secondary escalation point for complex, high-risk issues, balancing employee experience, compliance, and efficiency.
• Lead standardization and continuous improvement of H2R processes to support scalability, automation, and AI enablement.
• Partner with technology teams to advance SuccessFactors Employee Central and ServiceNow HRSD enhancements aligned to process outcomes.
• Act as control owner for key SOX controls, ensuring data accuracy, audit readiness, and effective governance across H2R Operations.
• Lead and develop team members, fostering a culture of operational excellence, ownership, and thoughtful risk management.

Skills

HR operations

Vendor governance

MSP/BPO management

Process optimization

Data accuracy

SOX controls

Stakeholder management

Analytical skills

Education

Bachelor's degree in Business, HR, IS or related field

Tools

SuccessFactors Employee Central

ServiceNow HRSD

Job description

Altria Client Services seeks a Manager, H2R Operations Delivery & BPO Management to lead outsourced HR operations with an MSP/BPO model. You will oversee end-to-end employee lifecycle transactions, governance with the MSP, and SOX controls to ensure accuracy and compliance.

You will collaborate with HR, technology, and audit stakeholders, drive continuous improvement, and support SuccessFactors and ServiceNow HRSD enhancements. Remote arrangements are considered from Richmond, VA.