HR Service Center Manager: Elevate Employee Experience

McCarthy Holdings, Inc.; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

McCarthy is seeking an HR Service Center Manager to lead our centralized HR support team and shape the future of HR service delivery across the organization in Dallas, Texas. You will oversee day-to-day operations and ensure employees and managers receive timely, accurate, and consistent HR assistance.

You will develop a high‑performing team, establish SOPs and knowledge resources, promote self‑service tools, and partner with HR experts to resolve escalations, drive process improvements, and

Qualifications

• Bachelor's degree in HR, Business Administration, or related field, or equivalent relevant experience.
• Minimum 5 years of experience leading an HR Service Center or comparable employee-support operation.
• 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.

Responsibilities

• Lead HR Service Center operations and ensure timely, accurate support.
• Manage inquiry workflows, workload distribution, escalations, and service delivery standards.
• Establish and maintain standard operating procedures, training materials, and knowledge resources.
• Monitor service trends and resolve operational challenges to improve quality and efficiency.
• Develop and coach a high-performing HR Service Center team.
• Partner with HR subject matter experts to resolve escalated inquiries and ensure proper resources.
• Promote self-service tools and automation to improve scalability and service delivery.
• Provide regular updates on performance, trends, and resource needs.

Skills

Leadership

Customer service

Communication

Problem solving

Analytical skills

Change management

Education

Bachelor's degree in Human Resources, Business Administration, or related field

Tools

HR systems

Case management tools

Reporting platforms

Self-service technology

Job description

McCarthy is seeking an HR Service Center Manager to lead our centralized HR support team and shape the future of HR service delivery across the organization in Dallas, Texas. You will oversee day-to-day operations and ensure employees and managers receive timely, accurate, and consistent HR assistance.

You will develop a high‑performing team, establish SOPs and knowledge resources, promote self‑service tools, and partner with HR experts to resolve escalations, drive process improvements, and