Partner, Solution Center

University of Southern California; Glendale (CA); On-site; USD 72,000 - 93,000; Full time

Job summary

The University of Southern California seeks a Solution Center Partner to deliver high‑quality HR support across transactions and inquiries. You will work with managers to optimize processes, maintain SOPs, and ensure effective knowledge resources for first‑line issue resolution.

You will monitor service delivery, prioritize workload, and escalate to tier 3 expertise as needed, while championing USC values and an employee‑first experience.

Qualifications

• Bachelor's degree or combined education/experience acceptable.
• 3 years HR and/or customer service experience required.
• Experience in an HR service center or as an HR generalist.
• Experience with case management and HR software (ServiceNow, Workday HCM).

Responsibilities

• Process HR transactions accurately and prioritize requests for timely resolution.
• Maintain records, follow SLAs, and escalate complex cases as needed.
• Develop knowledge resources and support self-service for employees.
• Monitor SLAs, run reports, and analyze trends for improvements.
• Support strategic goals and mentor junior staff while upholding USC values.

Skills

Data entry

Communication skills

Microsoft Office

Case management

ServiceNow

Workday HCM

Education

Bachelor's degree

Business Administration

Psychology

Communication

Tools

HR software

Job description

The Solution Center Partner provides specialized human resources (HR) transactional support and serves as a key resource in delivering efficient, consistent, and high-quality HR services. The role partners with managers to develop and maintain processes and infrastructure that optimize service delivery, including standard operating procedures and responsibility assignment matrices.

The Solution Center Partner monitors service delivery metrics, manages workload priorities, supports adherence to established service-level agreements while identifying opportunities for continuous improvement and provides escalated support for employee inquiries, with further escalation to tier 3 centers of expertise as needed. The role may specialize in an HR functional area, such as leaves of absence, benefits and wellbeing, or labor and employee relations, applying subject-matter expertise to develop knowledge resources that support first-tier issue resolution and employee self-service.

The Solution Center Partner champions the university's vision, culture, and values while contributing to a responsive, service-focused HR experience.

Job Responsibilities

• Processes HR transactions accurately and efficiently. Prioritizes incoming needs from employees based on urgency and level of effort to provide top-level customer support. Discerns next steps toward resolutions, escalating complex requests for additional support as needed. Maintains attentive and responsive lines of communication to keep the team and management informed of individual progress and challenges and to receive the latest updates.
• Understands a broad spectrum of HR processes, policies, and procedures. Distills complex human resources information to provide clear, efficient, and courteous support to employees reaching out to human resources with general questions. Maintains organized records of employee cases, diligently following up and resolving cases in a timely manner. Completes case documentation in a timely manner, adhering to all HR service level agreements (SLAs).
• Expands HR knowledge through continuous learning opportunities. Supports the development of knowledge articles and helpful information to process specialized transactions. Solicits constructive feedback and insights from managers and proactively incorporates recommendations for continuous improvement of work and HR service.
• Leverages experience from daily operations to refine and monitor SLAs with key stakeholders. Proactively runs reports to analyze data and identify trends in cases to help inform systems and process improvements.
• Supports strategic goals set by the team, department and university. Mentors lower-level staff. Encourages a workplace culture where all employees are valued, value others and have the opportunity to contribute through their ideas, words and actions, in accordance with the USC Code of Ethics.

Minimum Qualifications

• Bachelor's degree
• 3 years human resources and/or customer service
• Combined experience/education as substitute for minimum education
• Experience in an HR service center or as an HR generalist.

Preferred Qualifications

• Bachelor's degree in Business Administration, Psychology, or Communication.
• 5 years human resources, customer service and/or higher education
• Demonstrated experience with case management systems and HR software (e.g., ServiceNow, Workday HCM).

This position's annual base salary range is $71,710.98 - $93,107.28. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, essential skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Minimum Education: Bachelor's degree

Additional Education Requirements Combined experience/education as substitute for minimum education

Minimum Experience: 3 years human resources and/or customer service

Minimum Skills: Experience in an HR service center or as an HR generalist. Demonstrated data entry skills and proven words-per-minute speed. Excellent written and oral communication skills and the ability to maintain a consistently positive attitude and courteous phone and email tone. Proven strategic, organizational, creative and analytical skills. Demonstrated sound judgment with the ability to work independently and proactively and make decisions with minimal supervision. Demonstrated interpersonal skills and the ability to exercise discretion with confidential information. Extensive experience working on teams with the ability to ask for help and to provide support and guidance on projects. Experience working in fast-paced environments with rapidly changing priorities and the ability to triage requests and inquiries and route them to appropriate parties. Proficiency with Microsoft Office.

Preferred Education: Bachelor's degree Business Administration Or Bachelor's degree Psychology Or Bachelor's degree Communication

Preferred Experience: 5 years human resources, customer service and/or higher education

Preferred Skills: Demonstrated experience with case management systems and HR software (e.g., ServiceNow, Workday HCM). Excellent conflict management skills with the ability to defuse difficult situations. Experience developing guidelines, policies, documentation and procedures. Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements. Experience analyzing large datasets and reporting and presenting findings.