HR Experience Center Lead

UCSF Health, AG; San Francisco (CA); On-site; USD 85,000 - 125,000; Full time

Job summary

UCSF Health, AG is seeking an experienced HR professional to lead customer experience in the Human Resources department. The role provides day-to-day guidance and multi-channel support to employees, supervisors, and managers, handling HR inquiries across subunits and escalating when needed.

The ideal candidate brings strong analytical and communication skills, experience in training and onboarding, and a track record of improving service delivery within a high-volume HR environment.

Qualifications

• Bachelor's degree or equivalent experience in a related area.
• Strong customer service and interpersonal skills to support employees and managers.
• Proven analytical, research, and problem-solving abilities for HR inquiries.

Responsibilities

• Provides multi-channel HR customer support and case resolution across phone, help desk, and email channels.
• Acts as a lead resource for CEC team members, guiding inquiries and coordinating workflow.
• Delivers training, coaching, and knowledge support for onboarding and ongoing development.
• Identifies trends and develops knowledge resources to improve self-service and reduce inquiries.
• Supports specialized HR processes and projects, including Open Enrollment and HR changes.
• Contributes to continuous improvement of CEC operations and service delivery.

Skills

Customer service

Communication

Analytical skills

Lead resource

Training/coaching

Education

Bachelor's degree in related area

Job description

UCSF Health, AG is seeking an experienced HR professional to lead customer experience in the Human Resources department. The role provides day-to-day guidance and multi-channel support to employees, supervisors, and managers, handling HR inquiries across subunits and escalating when needed.

The ideal candidate brings strong analytical and communication skills, experience in training and onboarding, and a track record of improving service delivery within a high-volume HR environment.