Manager, H2R Operations Delivery & BPO Management

Altria Group, Inc.; Richmond (VA); Remote; USD 120,000 - 173,000; Full time

Benefits offered by this job

Paid time off

Holidays

Bonus program

401(k) match

Professional development

Job summary

Altria Client Services is seeking a Manager, H2R Operations Delivery & BPO Management, to oversee outsourced HR operations with a focus on service quality and governance. The role is based in Richmond, VA, with remote work options, and requires deep MSP/BPO experience and HR technology fluency.

You will govern end-to-end processes, drive continuous improvement, and partner across HR, technology, and audit to ensure compliant, timely data management and lifecycle transactions.

Qualifications

• Bachelor's degree in Business, HR, Information Systems, or related field.
• 7+ years leading HR shared services or HR operations.
• At least 2 years managing outsourced service providers (MSP/BPO).
• Track record managing outsourced providers responsible for high-volume administrative work.
• Experience leading operational reviews, root-cause analysis, and corrective actions.
• Strong understanding of employee lifecycle transactions, data maintenance, and HR service delivery.
• Experience with SuccessFactors Employee Central and ServiceNow HRSD.
• Proven ability to optimize processes at enterprise scale.
• Strong analytical and risk-based decision-making abilities.

Responsibilities

• Govern end-to-end H2R operations across the employee lifecycle for retained and MSP-delivered work.
• Manage MSP HR Operations and Contact Center governance, SLA monitoring, and action plans.
• Define efficient work intake and escalation paths with the MSP.
• Serve as secondary escalation for high-risk issues balancing experience, compliance, and efficiency.
• Lead standardization and continuous improvement of H2R processes for scalability, automation, and AI enablement.
• Partner with technology teams to advance SuccessFactors EC and ServiceNow HRSD aligned to outcomes.
• Act as control owner for key SOX controls and audit readiness.
• Lead and develop team members with a culture of operational excellence.

Skills

Vendor management

MSP/BPO leadership

HR operations

SLA governance

Data accuracy

SOX controls

Stakeholder management

Process improvement

Education

Bachelor's degree in Business/HR/IS

Tools

SuccessFactors EC

ServiceNow HRSD

Job description

Manager, H2R Operations Delivery & BPO Management Job Description Job Alerts Link Job Title: Manager, H2R Operations Delivery & BPO Management Req Id: 2764 Work Model: Remote Company: Altria Client Services State/Province: Job Description:

Are you experienced in leading outsourced HR operations through a managed service provider (MSP) or business process outsourcing (BPO) model? Have you been accountable for service delivery quality, operational controls, escalations, and continuous improvement of high-volume administrative and transactional work? If so, we want to speak with you!

We are currently seeking a Manager, H2R Operations Delivery & BPO Management, to join our Hire to Retire (H2R) organization in Richmond, VA, or we are open to remote work arrangements.

The Manager, H2R Operations is responsible for overseeing the successful delivery of employee lifecycle transactions performed by a managed service provider. This role serves as the operational owner of the outsourced service model for employee data management, ensuring the provider delivers work accurately, compliantly, on time, and according to established service levels.

The position requires deep experience managing vendor-delivered operations, including performance governance, SLA management, issue resolution, service recovery, operational reporting, transition of new scope, and continuous improvement. The leader in this role partners closely with internal HR, technology, compliance, and audit stakeholders while holding the provider accountable for operational excellence.

What you will be doing

• Own and govern end-to-end H2R Operations processes across the employee lifecycle, including employee movement, data updates, and separation/offboarding, across both retained and MSP-delivered work.
• Own the ongoing relationship and governance routines with the MSP HR Operations and Contact Center teams, including performance/SLA monitoring, corrective action plans, and continuous improvement of how work is transitioned and delivered.
• Define and enhance the mechanics of how work gets done by the MSP (ex: escalation intake and resolution paths) to ensure efficiency and effectiveness
• Serve as the secondary escalation point for complex, high-risk issues, balancing employee experience, compliance, and efficiency.
• Lead standardization and continuous improvement of H2R processes to support scalability, automation, and AI enablement.
• Partner with technology teams to advance SuccessFactors Employee Central and ServiceNow HRSD enhancements aligned to process outcomes.
• Act as control owner for key SOX controls, ensuring data accuracy, audit readiness, and effective governance across H2R Operations.
• Lead and develop team members, fostering a culture of operational excellence, ownership, and thoughtful risk management.

We want you to have

• Bachelor's degree in Business, Human Resources, Information Systems, or a related field.
• 7+ years of experience leading HR shared services or HR operations.
• At least 2 years’ experience managing an outsourced service provider (MSP) or in a business process outsourcing (BPO) model.
• Demonstrated success managing outsourced service providers responsible for high-volume administrative and transactional work
• Experience leading operational reviews, root-cause analysis, corrective action planning, and continuous improvement initiatives
• Strong understanding of employee lifecycle transactions, case management, data maintenance, and HR service delivery operations
• Experience working with enterprise HR technology platforms such as SuccessFactors Employee Central and ServiceNow HRSD
• Demonstrated experience in HR Operations process optimization and standardization at enterprise scale.
• Strong analytical and process-design skills, translating complexity into clear, actionable decisions.
• Sound judgment and comfort making risk-based decisions in ambiguous, high-stakes situations.
• Prior people leadership experience with strong stakeholder-influencing skills across HR, technology, and service providers.

As a People Leader at Altria, you are accountable for both results and the experience of your team. You drive alignment by connecting strategy to daily work, and you model collaboration by embracing diverse perspectives. By creating trust, offering feedback, and leading with authenticity, you help strengthen Altria’s culture and deliver meaningful outcomes.

The starting salary is based on but not limited to experience, knowledge, and qualifications in determining compensation decisions. The Salary Range for this position is: $119,600.00 - $173,450.00.

Why You’ll Love Building Your Career at Altria

At Altria, we believe a great career starts with feeling supported — both at work and in life. Here’s what you’ll find here:

• Own your time — start with 15 days of paid time off, 13 paid holidays, 2 floating holiday days, and a 37.5-hour workweek so you can recharge and live fully.
• A place where you belong — where your ideas are welcomed, your growth is encouraged, and your impact is real.
• Get recognized for your work — annual merit increases and performance bonus.
• A future you can count on — 401(k) matching from day one; plus Deferred Profit Sharing, an annual company contribution in an amount equal to 13%–17% of your base salary.
• Help with your goals — get help with student loan repayment assistance, attend a conference, or gain a new certification with professional development stipends.
• Support for what matters most — comprehensive medical, dental, and vision coverage for you and your family.
• Celebrating your milestones — paid parental and bonding leave for life’s biggest moments.
• Wellness that goes beyond work — programs that care for your whole well-being at whatever stage you are in your life.
• A culture that gives back — paid volunteer days and a shared commitment to making a difference.

At Altria, we offer more than benefits — we offer a career that fits your life, rewards your ambition, and celebrates your impact.

This position is not eligible for sponsorship.

Altria is a Fortune 500 company that has a leading portfolio of products for U.S. adult tobacco and nicotine consumers 21+. For decades we’ve been leaders in the tobacco industry, but the industry is evolving - and so are we. Our Vision is Moving Beyond Smoking.

At Altria, we celebrate the power of diverse teams working together to shape our future. Each Altria company is an equal opportunity employer. We are committed to providing individuals with criminal records, including formerly incarcerated individuals and individuals with conviction records, a fair chance at employment. Join us as we work together to shape a better future for adult tobacco consumers, our employees, and our shareholders.

Altria is the parent company of Philip Morris USA, John Middleton, U.S. Smokeless Tobacco, Helix Innovations, and NJOY. Altria complements its tobacco portfolio with equity investments in Anheuser-Busch InBev and Cronos Group.

Learn more about Altria at www.altria.com and follow us on LinkedIn .