Learning Operations Enablement Manager
RSM US LLP
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Job summary
RSM US LLP is seeking a Talent Operations Manager to lead a global team delivering centralized talent services across the employee lifecycle. You will drive operational excellence, compliance, and stakeholder partnerships to support business objectives.
You will partner with HR Centers of Excellence, HR Business Partners, and technology teams to optimize processes, implement scalable solutions in Workday, and ensure a high-quality employee experience.
Qualifications
- Bachelor's degree in HR, Business Administration, Learning and Development, Communications, or related field.
- Minimum of 5 years in HR-related roles using HRIS, LMS, Workday, case management, or related systems.
- Supervisory experience coaching and developing a team of professionals.
- Experience leading operational processes, projects, programs, quality reviews, or cross-functional initiatives.
- Strong written and verbal communication, stakeholder management, facilitation, and escalation management skills.
Responsibilities
- Lead a team of Talent Operations professionals delivering centralized, scalable talent processes and systems.
- Oversee operations to ensure accuracy, consistency, efficiency, and compliance with firm policies and standards.
- Act as escalation point for complex issues and collaborate with Talent Centers of Excellence, HR Business Partners, and vendors.
- Develop and implement process improvements, governance, and controls across Talent Operations.
- Translate data into actionable insights, dashboards, and reports to support decisions.
Skills
Education
Tools
Job description
We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.
The Talent Operations Manager is a people leader responsible for managing centralized, scalable, and employee-focused Talent Operations processes across the employee lifecycle. This role provides day-to-day leadership, coaching, oversight, and prioritization for a team of professionals delivering operational talent services, while ensuring work is accurate, consistent, compliant, and aligned to service standards.
The role leads operational service delivery, escalations, process administration, quality assurance, reporting, stakeholder consultation, and continuous improvement for assigned Talent Operations services, systems, programs, and processes. The Talent Operations Manager partners closely with Talent Centers of Excellence, HR Business Partners, managers, employees, vendors, technology teams, and business leaders to resolve complex issues, strengthen controls, and implement scalable solutions that support business objectives and improve stakeholder experience.
Employees in this role are expected to exercise sound judgment, make informed decisions, manage ambiguity, develop team capability, and influence operational outcomes through leadership, consultation, data-driven insights, and strong cross-functional partnerships.
Lead, coach, develop, and provide oversight for a team of Talent Operations professionals responsible for centralized operational talent processes, services, and systems.
Set priorities, manage capacity, assign work, monitor performance, and support timely delivery of team objectives and service commitments.
Provide ongoing feedback, training, onboarding support, performance coaching, and development guidance to strengthen team capability and operational maturity.
Promote accountability, collaboration, inclusion, knowledge sharing, and a high-quality service mindset across the team.
Exercise judgment and take responsibility for decisions and actions in overseeing team operations, escalations, and service outcomes.
Share insights, lessons learned, and best practices to enhance team effectiveness and consistency.
Manage centralized, repeatable, and scalable Talent Operations processes, transactions, cases, and service delivery activities across assigned business areas.
Oversee operational execution to ensure activities are completed accurately, consistently, efficiently, and in compliance with firm policies, procedures, service standards, and regulatory expectations.
Act as an escalation point for complex operational issues, stakeholder concerns, policy interpretation, process exceptions, and service disruptions.
Research, resolve, and respond to complex escalated matters using best practices, precedent, documentation, and appropriate escalation to Talent Risk & Relations, Legal, or other partners as needed.
Maintain strong operational partnerships with Talent Operations teams, Centers of Excellence, business leaders, vendors, and technology partners to minimize risk and support service excellence.
Identify and develop solutions to address changing operational business needs while maintaining compliance, consistency, equity, and an employee-focused service experience.
Advise and collaborate on talent process creation, modification, documentation, and maintenance to support continuous improvement and compliance with policy, process, and procedure.
Develop progressive, proactive, and standardized processes and procedures that enable consistency, equity, efficiency, and a strong stakeholder experience.
Lead or oversee process reviews, quality audits, service improvement efforts, knowledge management practices, templates, job aids, and team documentation.
Identify process gaps, control concerns, data integrity issues, recurring pain points, and operational risks; develop recommendations and implementation plans.
Drive adoption of new processes, tools, workflows, technologies, and service delivery models across Talent Operations.
Build and maintain operational controls, documentation, and governance practices that support audit readiness and sustainable execution.
Develop and lead global enterprise system processes related to assigned Talent Operations services within Workday and associated systems.
Collaborate cross-functionally with Talent Operations teams, Centers of Excellence, Talent Technology, vendors, and business leaders to develop, implement, train, and support critical processes and programs.
Provide leadership for Operations process development, ongoing administration, new program development, quality audit reviews, reporting, and related operational implementation efforts.
Partner with Talent Technology to research, test, resolve, and communicate critical issues on Talent-related technology and software platforms.
Identify system solutions, process efficiencies, automation opportunities, and operational improvements that support scalability and business needs.
Facilitate meetings, document decisions, communicate progress, manage risks and dependencies, and support successful execution of deliverables.
Ensure data integrity and quality for stakeholders by overseeing team practices, controls, reporting processes, and issue resolution activities.
Analyze operational metrics, team performance, stakeholder feedback, audit findings, quality review results, and service data to identify trends, risks, and improvement opportunities.
Develop, maintain, and communicate reports, dashboards, summaries, and operational insights that support business decisions and continuous improvement.
Translate operational data into actionable recommendations that improve service delivery, quality, compliance, efficiency, and stakeholder experience.
Use data-driven insights to support workforce planning, prioritization, process optimization, and operational strategy for assigned areas.
Serve as a trusted operational leader and advisor to Talent Operations leaders, Centers of Excellence, HR Business Partners, managers, employees, vendors, technology teams, and business stakeholders.
Consult on operational processes, service delivery models, systems, controls, governance practices, policy interpretation, and exception handling.
Build strong cross-functional relationships to understand business needs, reduce operational risk, and support successful outcomes.
Communicate clearly with varied stakeholder audiences, including status updates, process guidance, escalation outcomes, training, and change impacts.
Represent Talent Operations in cross-functional initiatives, operational planning discussions, and continuous improvement activities as appropriate.
Develop strong knowledge of department objectives, business units, and overall business strategy to align operational solutions with organizational priorities.
Exercise independent judgment while managing ambiguity, competing priorities, sensitive issues, and operational risk.
Make informed decisions within scope of authority and escalate high-risk, sensitive, or enterprise-impact matters appropriately while maintaining ownership through resolution.
Ensure team practices support compliance, consistency, equity, proper documentation, data integrity, and internal control expectations.
Support audits, compliance reviews, quality assurance activities, risk mitigation efforts, and remediation plans related to assigned processes and services.
Demonstrate adaptability, strategic orientation, analytical thinking, business acumen, and a continuous improvement mindset.
Serve as a role model for leadership, accountability, collaboration, operational excellence, confidentiality, and professional conduct.
Bachelor's degree in Human Resources, Business Administration, Learning and Development, Communications, or a related field, or minimum of 6 years of equivalent experience in Human Resources or related operational functions.
Minimum of 5 years of experience in HR-related roles using an HRIS, LMS, Workday, case management, workflow, reporting, or other talent operations systems.
Supervisory experience for a team of professionals required, including coaching, developing, prioritizing work, and providing performance feedback.
Experience leading operational processes, projects, programs, quality reviews, service delivery improvements, or cross-functional initiatives.
Demonstrated ability to analyze operational information, evaluate risk, identify trends, and recommend business solutions.
Strong written and verbal communication, stakeholder management, facilitation, consultation, and escalation management skills.
Demonstrated ability to exercise independent judgment, manage multiple priorities, and lead effectively in a high-volume, fast-paced, and changing environment.
Proficiency with Microsoft Office applications and experience using HR, talent, learning, recruiting, workflow, case management, reporting, or operational systems.
Experience with Workday, learning management systems (LMS), learning technologies, or other enterprise platforms supporting talent, learning, or workforce operations.
Demonstrated experience in workflow management, process improvement, or project management within a complex, cross-functional, matrixed environment.
Proven ability to apply design thinking principles to identify opportunities, solve problems, and create innovative solutions.
Strong consultative skills with the ability to build relationships and communicate effectively across diverse stakeholder groups and leadership levels.
Strategic mindset with strong analytical, critical thinking, and problem-solving capabilities, including the ability to navigate ambiguity and drive clarity.
Experience supporting operational transformation, organizational change initiatives, service delivery optimization, process redesign, or continuous improvement efforts.
Experience developing and interpreting reports, dashboards, scorecards, quality assurance materials, operational metrics, and executive-level summaries to support decision-making.
Experience facilitating training sessions, stakeholder discussions, workshops, process reviews, audit activities, or operational planning engagements.
Experience partnering with vendors, technology providers, third-party organizations, or cross-functional implementation teams to achieve business objectives.
Experience operating within a shared services, centralized operations, global, matrixed, or multi-time-zone environment.
Experience serving as a business partner or internal consultant, translating business needs into scalable operational, models
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.
RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.
RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.
At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $102,800 - $176,000
Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
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