HR Shared Services Operations Lead

Northrop Grumman; Irving (TX); On-site; USD 105,000 - 158,000; Full time

Job summary

Northrop Grumman in Irving, TX is seeking an Operations Manager 2 to lead Tier 1 HR Shared Services, guiding a 15–20 agent front-line team delivering payroll, onboarding, and employee data changes while ensuring service levels and compliant processes.

You will blend hands-on leadership with data-driven workforce planning, partner across HR Centers of Excellence, IT, and vendors, and drive continuous improvement through automation and clear escalation paths.

Qualifications

• Bachelor’s degree and 8 years of experience in HR ops or shared services.
• Experience in contact center management and service levels.
• Strong analytical skills using HRIS and case management platforms.
• Proven ability to lead through change and partner with cross-functional teams.

Responsibilities

• Lead end-to-end Tier 1 HR Shared Services help desk with 15–20 agents.
• Manage staffing plans, SLA adherence, and escalation handling with IT and HR partners.
• Develop and coach multiple HRSC teams, driving performance and career growth.
• Ensure compliance, process documentation, and data-driven improvements.

Skills

HR operations

Contact center management

People management

Data analysis

Process improvement

Stakeholder communication

Education

Bachelor's degree + 8 years experience

Master's degree + 6 years experience

Tools

Workday

SAP

ServiceNow

UKG

Job description

Northrop Grumman in Irving, TX is seeking an Operations Manager 2 to lead Tier 1 HR Shared Services, guiding a 15–20 agent front-line team delivering payroll, onboarding, and employee data changes while ensuring service levels and compliant processes.

You will blend hands-on leadership with data-driven workforce planning, partner across HR Centers of Excellence, IT, and vendors, and drive continuous improvement through automation and clear escalation paths.