Manager HR Shared Services

Unified Women's Healthcare; Town of Florida (NY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health coverage

Paid time off

401(k) retirement plan

Disability insurance

Wellbeing resources

Professional development

Job summary

Unified Women's Healthcare is seeking a Manager, HR Shared Services to oversee the People Services Support Center, ensure timely HR assistance, and drive KPI outcomes. You will triage, escalate, and resolve inquiries in alignment with policy while leading a team to deliver consistent, high-quality service.

The role requires strong people leadership, experience with HRIS and case management, and the ability to improve processes and self-service tools to enhance the employee experience.

Qualifications

• Bachelor’s degree in HR, Business Administration, or related field required; equivalent combination of education and directly related experience may be considered.
• 5+ years of progressive HR operations, shared services, or employee support center experience required, including experience managing HR inquiries, case workflows, escalations, and service delivery expectations.
• 2+ years of leadership experience preferred, including coaching, performance management, workload prioritization, and accountability for team results.
• Demonstrated experience monitoring and driving operational KPIs, including response times, resolution times, SLA attainment, case volume, backlog management, quality, and customer experience metrics.
• Working knowledge of HR policies, employee life cycle processes, HR compliance requirements, and shared services operating procedures.

Responsibilities

• Own daily People Services Support Center operations, ensuring timely, accurate, and consistent support for employee and manager inquiries.
• Drive service delivery KPIs, including case volume, response and resolution times, backlog management, quality, and SLA attainment.
• Manage HR case processes, ensuring requests are triaged, documented, escalated, and resolved in alignment with policies and service standards.
• Partner across People Services to clarify ownership, coordinate escalations, and resolve complex employee and manager issues.
• Lead continuous improvement by using service trends, root causes, and feedback to improve processes, automation, self-service tools, and knowledge resources.
• Maintain service standards by partnering on operating procedures, service catalogs, knowledge articles, and quality expectations.
• Lead and develop the HR Shared Services team through clear expectations, coaching, feedback, development, and accountability for service excellence.
• Other duties as assigned.

Skills

HR operations

Leadership

KPI tracking

Customer service

Education

Bachelor’s degree in HR or related field

Tools

HRIS

Case management

Knowledge base

Ticketing system

Job description

Overview

Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality.

Manager, HR Shared Services

The Manager, HR Shared Services serves as the day-to-day owner of the People Services Support Center, ensuring employees and managers receive timely, accurate, and consistent HR support. This role is responsible for managing HR case operations, escalation processes, service delivery standards, and team performance while actively driving key performance indicators and modeling a customer-first mindset. The role also leads continuous improvement efforts to enhance the employee experience, strengthen operational efficiency, and ensure alignment with HR policies, procedures, and service expectations.

Responsibilities

• Own daily People Services Support Center operations, ensuring timely, accurate, and consistent support for employee and manager inquiries.
• Drive service delivery KPIs, including case volume, response and resolution times, backlog management, quality, and SLA attainment.
• Manage HR case processes, ensuring requests are triaged, documented, escalated, and resolved in alignment with policies and service standards.
• Partner across People Services to clarify ownership, coordinate escalations, and resolve complex employee and manager issues.
• Lead continuous improvement by using service trends, root causes, and feedback to improve processes, automation, self-service tools, and knowledge resources.
• Maintain service standards by partnering on operating procedures, service catalogs, knowledge articles, and quality expectations.
• Lead and develop the HR Shared Services team through clear expectations, coaching, feedback, development, and accountability for service excellence.

Additional Job Functions

• Other duties as assigned.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or a related field required; equivalent combination of education and directly related experience may be considered.
• 5+ years of progressive HR operations, shared services, or employee support center experience required, including experience managing HR inquiries, case workflows, escalations, and service delivery expectations.
• 2+ years of leadership experience preferred, including coaching, performance management, workload prioritization, and accountability for team results.
• Demonstrated experience monitoring and driving operational KPIs, including response times, resolution times, SLA attainment, case volume, backlog management, quality, and customer experience metrics.
• Working knowledge of HR policies, employee life cycle processes, HR compliance requirements, and shared services operating procedures.
• Experience using HRIS, case management, knowledge management, or ticketing systems to document, track, analyze, and resolve employee and manager inquiries.
• Ability to analyze service trends, identify root causes, recommend process improvements, and support automation, self-service, and standardization initiatives.
• Strong communication, problem-solving, judgment, and stakeholder management skills, with the ability to support sensitive employee matters with professionalism, discretion, and confidentiality.

Benefits

We’re here for you—both personally and professionally. Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.

• Health Coverage: Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
• Paid Time Off: Vacation, personal days, and paid holidays to help you recharge.
• Financial & Retirement Planning: 401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
• Income Protection: Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
• Wellbeing Support: Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
• Professional Development: Opportunities and resources to support your career growth.