Head of HR Operations & Service Center

FullBloom; Philadelphia (Philadelphia County); On-site; USD 144,000 - 176,000; Full time

Job summary

FullBloom seeks a Director, HR Operations & Service Center to lead the operational backbone supporting HR across divisions. You will own HR systems, processes, and frontline support that power the employee experience from hire to retire.

You will partner with the HRIS team to drive UKG functionality, data integrity, and reporting, shaping a multi-year roadmap for scalable HR operations across Catapult Learning, CharacterStrong, and SESI.

Qualifications

• Bachelor's degree in Human Resources, Business, or a related field, or equivalent professional experience.
• 10+ years of progressive HR operations and/or HRIS experience, including at least 5+ years in a leadership capacity.
• Deep, hands-on knowledge of UKG — configuration, reporting, workflow design, and integrations — sufficient to partner effectively with the HRIS team.
• Proven experience leading an HR service center, shared services, or HR operations team.
• Strong analytical and project management skills, with the ability to translate complex systems data into clear, actionable insight for leadership.
• A service-first mindset paired with sound judgment on when to elevate versus resolve independently.

Responsibilities

• Lead, coach, and develop the HR Service Center team, building a culture of accountability, accuracy, and responsiveness across all FullBloom divisions.
• Own the tiered HR Ops service model of case management and ticketing operations, establishing SLAs, quality standards, and escalation pathways.
• Build and maintain self-service tools, knowledge base articles, and FAQs that reduce ticket volume and improve the employee experience.
• Monitor and report on service center performance metrics (e.g., resolution time, ticket volume, first-contact resolution, employee satisfaction).
• Collaborate extensively with the HRIS team to ensure UKG is properly configured, maintained, and functioning smoothly in support of HR and divisional operations.
• Maintain data governance standards, audit protocols, and data quality controls across the employee record.
• Build and maintain dashboards and reporting providing real-time workforce visibility to HR and divisional leaders.
• Ensure clean data flow between UKG and downstream systems (payroll, benefits, time & attendance, ATS).
• Design, document, and refine standard operating procedures across HR operations with cross-division consistency.
• Work with legal and compliance partners to support wage-and-hour, I-9, and leave administration requirements.
• Identify and lead automation opportunities within UKG to reduce manual work and improve accuracy.
• Own change management and testing protocols for all system and process changes.
• Shape end-to-end alignment across the employee lifecycle with HRIS, Payroll, Benefits, Talent, and HR Leaders, across FullBloom.
• Inform and help shape the HR team's technology and AI roadmap with divisional leaders.
• Assist HRIS with projects and system rollouts across the organization.
• Serve as an escalation point for complex HR operations and systems issues.
• Define and evolve the strategic roadmap for HR service delivery across FullBloom.

Skills

Leadership

Analytical thinking

Project management

Customer service mindset

Education

Bachelor's degree

Tools

UKG HRIS

Job description

FullBloom seeks a Director, HR Operations & Service Center to lead the operational backbone supporting HR across divisions. You will own HR systems, processes, and frontline support that power the employee experience from hire to retire.

You will partner with the HRIS team to drive UKG functionality, data integrity, and reporting, shaping a multi-year roadmap for scalable HR operations across Catapult Learning, CharacterStrong, and SESI.