HR Operations Manager

McCarthy Building Companies, Inc.; Dallas (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

McCarthy Building Companies, Inc. is seeking an HR Service Center Manager to lead a centralized HR support team and shape scalable HR service delivery. You will oversee day-to-day operations, manage workflows, and drive continuous improvement while partnering with HR teams across the organization.

The role emphasizes coaching, developing staff, enhancing the employee experience, and expanding self-service capabilities to ensure timely and accurate HR support.

Qualifications

• Bachelor's degree or equivalent experience in HR or business administration.
• 5+ years leading an HR Service Center or similar employee-support operation.
• Experience using HR systems, case management tools, reporting platforms, or self-service tech.
• Bilingual Spanish-English is required.

Responsibilities

• Oversee daily HR Service Center operations and ensure timely, accurate, and consistent support.
• Manage inquiry workflows, workload distribution, escalations, and service delivery standards.
• Establish SOPs, training materials, and knowledge resources to promote accuracy and consistency.
• Monitor service trends and resolve operational challenges to improve efficiency.
• Lead, coach, and develop HR Service Center team members.
• Promote self-service tools and resources to improve the employee experience.

Skills

Leadership

People management

Bilingual (Spanish-English)

Customer service

Analytical skills

Communication

Education

Bachelor's degree in HR or related field

Tools

HRIS

Case management tools

Reporting platforms

Job description

McCarthy Building Companies, Inc.

POSITION SUMMARY

At McCarthy, we believe strong HR support plays an important role in creating a positive employee experience and enabling our teams to do their best work. We are looking for an HR Service Center Manager to lead our centralized HR support team and help shape the future of HR service delivery across the organization.

In this role, you will oversee the day‑to‑day operations of the HR Service Center, ensuring employees and managers receive timely, accurate, and consistent support for their HR‑related questions and needs. You will lead and develop a team focused on delivering exceptional service while identifying opportunities to simplify processes, improve efficiency, and expand self‑service capabilities.

This is an opportunity for a hands‑on, people‑focused leader who enjoys balancing daily operations with continuous improvement. You will partner with HR teams across the organization to create a more connected, consistent, and scalable HR service delivery model.

RESPONSIBILITIES

Lead HR Service Center Operations

• Oversee daily operations, ensuring HR inquiries and service requests are addressed accurately, efficiently, and within established service expectations.
• Manage inquiry workflows, workload distribution, escalations, and service delivery standards to ensure consistent support across the organization.
• Establish and maintain standard operating procedures, training materials, and knowledge resources that promote accuracy and consistency.
• Monitor service trends and resolve operational challenges to improve the quality and efficiency of HR support.

Develop and Lead a High-Performing Team

• Lead, coach, and develop HR Service Center team members, establishing clear expectations for performance, accountability, and customer service.
• Build team capabilities through ongoing training, cross‑training, knowledge sharing, and professional development.
• Foster a collaborative, customer‑focused environment where team members take ownership of issues and look for ways to improve how work gets done.

Enhance the Employee Experience

• Ensure employees and managers receive responsive, helpful, and consistent HR support.
• Monitor customer feedback and service quality to identify opportunities to improve the employee experience.
• Partner with HR subject matter experts to resolve escalated inquiries and ensure employees are connected with the right resources.
• Promote the use of HR knowledge resources and self‑service tools to help employees find answers quickly and independently.

Drive Continuous Improvement

• Analyze service metrics and inquiry trends to identify recurring issues, process gaps, and opportunities for improvement.
• Establish and monitor key performance indicators, including response and resolution times, service quality, customer satisfaction, and inquiry volume.
• Partner with key stakeholders to streamline workflows, improve technology utilization, and reduce manual work.
• Support the implementation of automation, knowledge management, and self‑service solutions that improve service delivery and scalability.
• Provide regular updates on operational performance, service trends, improvement initiatives, and resource needs.
• Ensure service delivery practices align with company policies, confidentiality requirements, and applicable regulatory standards.

QUALIFICATIONS

• Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent relevant experience.
• Minimum 5 years of experience leading an HR Service Center or comparable employee‑support operation.
• Demonstrated experience managing service delivery operations, improving processes, and establishing standard operating procedures.
• Experience using HR systems, case management tools, reporting platforms, or employee self‑service technology.
• Strong analytical skills and the ability to use data to identify trends, measure performance, and drive improvements.
• Excellent communication, problem-solving, and relationship‑building skills.
• A customer‑focused mindset with a commitment to delivering accurate, timely, and consistent service.
• The ability to balance day‑to‑day operational priorities with longer‑term process improvement initiatives.
• Strong judgment and discretion when handling confidential employee information.
• Bilingual Spanish-English required.

McCarthy is proud to be an equal opportunity employer, including disability and protected veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Equal employment opportunity, including veterans and individuals with disabilities.