Manager, People Center

Southern Glazer's Wine & Spirits; Dallas (TX); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Flexible work arrangements

Job summary

Jobtailor is seeking an experienced leader to head the People Center, setting priorities, goals, and service strategies aligned with organizational objectives. You will coach a high-performing team and build strong partnerships with HR and business leaders to elevate employee support.

Responsibilities include designing end-to-end employee support experiences, ensuring consistent service delivery across channels, analyzing feedback and metrics, and driving automation and knowledge resources.

Qualifications

• Bachelor’s degree plus 5 years of experience; or an equivalent combination of education and experience
• Minimum 3 years of experience managing and developing a team in a customer service, HR operations, shared services, or employee support environment
• Advanced HR generalist knowledge across the employee lifecycle and core HR disciplines
• Demonstrated expertise in customer service operations, employee support, case management, and service excellence
• Strong understanding of operating models, resource planning, process improvement, and organizational priorities
• Ability to build business cases, assess costs, allocate resources, and apply financial insights to decision-making
• Technical aptitude to administer, support, and optimize technology solutions
• Experience leveraging technology solutions to support, optimize, and enhance service delivery
• Ability to sit and type/keyboard using a computer for considerable periods
• May require occasional lifting up to 20 lbs

Responsibilities

• Lead the People Center team by establishing priorities, goals, performance standards, and service strategies aligned with organizational objectives
• Coach, develop, and engage a high-performing team while fostering accountability, collaboration, continuous learning, and employee advocacy
• Align staffing, resources, and capabilities with evolving business and employee needs
• Build partnerships with HR, business leaders, and key stakeholders to strengthen service delivery and employee support
• Design, manage, and continuously improve the end-to-end employee support experience
• Ensure accurate, consistent, timely, and employee-centered service delivery across all support channels
• Analyze employee feedback, service metrics, case trends, and root causes to identify improvement opportunities
• Drive adoption of self-service capabilities and maintain quality, accessibility, and upkeep of knowledge resources
• Simplify, standardize, automate, and optimize processes and workflows
• Oversee service technologies including case management systems, telephony, virtual assistants, analytics, workflow tools, and system integrations
• Monitor operational performance and implement improvements to productivity, service quality, and employee satisfaction
• Promote awareness and utilization of People Center services
• Identify and implement innovative solutions that increase the value, effectiveness, and reach of People Services
• Perform other job-related duties as assigned

Skills

Team Management

Customer Service Operations

Process Improvement

HR Generalist Knowledge

Financial Insights

Technology Solutions

Data Analysis

Resource Planning

Service Delivery

Employee Support

Education

Bachelor’s degree

Tools

Case Management Systems

Telephony

Virtual Assistants

Analytics Tools

Workflow Tools

System Integrations

Job description

• Lead the People Center team by establishing priorities, goals, performance standards, and service strategies aligned with organizational objectives
• Coach, develop, and engage a high-performing team while fostering accountability, collaboration, continuous learning, and employee advocacy
• Align staffing, resources, and capabilities with evolving business and employee needs
• Build partnerships with HR, business leaders, and key stakeholders to strengthen service delivery and employee support
• Design, manage, and continuously improve the end-to-end employee support experience
• Ensure accurate, consistent, timely, and employee-centered service delivery across all support channels
• Analyze employee feedback, service metrics, case trends, and root causes to identify improvement opportunities
• Drive adoption of self-service capabilities and maintain quality, accessibility, and upkeep of knowledge resources
• Simplify, standardize, automate, and optimize processes and workflows
• Oversee service technologies including case management systems, telephony, virtual assistants, analytics, workflow tools, and system integrations
• Monitor operational performance and implement improvements to productivity, service quality, and employee satisfaction
• Promote awareness and utilization of People Center services
• Identify and implement innovative solutions that increase the value, effectiveness, and reach of People Services
• Perform other job-related duties as assigned

Requirements

• Bachelor’s degree plus 5 years of experience; or an equivalent combination of education and experience
• Minimum 3 years of experience managing and developing a team in a customer service, HR operations, shared services, or employee support environment
• Advanced HR generalist knowledge across the employee lifecycle and core HR disciplines
• Demonstrated expertise in customer service operations, employee support, case management, and service excellence
• Strong understanding of operating models, resource planning, process improvement, and organizational priorities
• Ability to build business cases, assess costs, allocate resources, and apply financial insights to decision-making
• Technical aptitude to administer, support, and optimize technology solutions
• Experience leveraging technology solutions to support, optimize, and enhance service delivery
• Ability to sit and type/keyboard using a computer for considerable periods
• Ability to occasionally perform walking, bending, reaching, standing, and stooping, including periodic site/shop visits
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20 lbs

Core Competencies

Demonstrates advanced HR generalist knowledge and expertise in customer service operations, employee support, and case management. Capable of leading teams, optimizing service delivery through technology, and implementing process improvements to enhance employee satisfaction.

Highest-signal resume keywords

• Team Management
• Customer Service Operations
• Process Improvement
• HR Generalist Knowledge
• Technology Solutions Optimization

ATS Optimization Keywords

Hard Skills

• Case Management
• Service Excellence
• Resource Planning
• Financial Insights Application
• Process Automation
• Employee Lifecycle Management
• Performance Monitoring
• Data Analysis
• Service Delivery Optimization
• Employee Support

Soft Skills

• Coaching
• Collaboration
• Accountability
• Continuous Learning
• Employee Advocacy

Industry Keywords

• HR Operations
• Shared Services
• Employee Support Environment
• Service Delivery
• Organizational Objectives

Tools & Technologies

• Case Management Systems
• Telephony
• Virtual Assistants
• Analytics Tools
• Workflow Tools
• System Integrations