HR Shared Services Manager - Escalations & Insights

Apply; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Learning and development resources

Job summary

Instructure is seeking a HR Shared Services Manager to lead a team of HR specialists and own complex employee cases end to end. You will drive AskHR reporting and dashboards, turning case data into actionable insights for HR leadership.

The role partners with Payroll, IT and other HR COEs to improve processes, reduce escalations, and enhance self-service for employees across a global footprint.

Qualifications

• Three to five years of HR experience, ideally in a shared services, HR operations, or people support environment.
• One to two years leading a team
• Comfort with case management and ticketing tools (we use Jira and Confluence); dashboard or reporting experience is a strong plus.
• Sound judgment on sensitive or ambiguous cases, and the ability to know when something needs to be escalated further.
• Experience with Workday or a similar HRIS.
• Exposure to global or multi-region HR support

Responsibilities

• Manage and coach a team of HR specialists, including performance, development, and day-to-day workload.
• Own escalations and complex employee cases end to end, from intake through resolution, keeping quality and consistency high.
• Take ownership of AskHR reporting and dashboards, turning ticket and case data into insights HR leadership can act on.
• Monitor knowledge base quality and close gaps so employees can self-serve more and escalates less.
• Drive process improvement, especially where automation can take on more of the routine volume.
• Some of the specific processes you’ll own include: immigration, global compliance, background checks and reporting
• Cross-functional partnership with Payroll, IT and other HR COEs.

Skills

HR experience

Leadership

Case management

Jira & Confluence

HRIS (Workday)

Global HR support

Tools

Jira

Confluence

Workday

Job description

Instructure is seeking a HR Shared Services Manager to lead a team of HR specialists and own complex employee cases end to end. You will drive AskHR reporting and dashboards, turning case data into actionable insights for HR leadership.

The role partners with Payroll, IT and other HR COEs to improve processes, reduce escalations, and enhance self-service for employees across a global footprint.