Senior HR Shared Services Leader — AI-Driven Case Management
AutoNation
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Benefits offered by this job
Job summary
AutoNation is seeking a Sr. Manager, HR Shared Services to lead its centralized HR support operation at our Irving, Texas campus.
The role governs a team handling about 1,500 cases monthly for over 25,000 associates, delivering hands-on guidance across onboarding, systems and escalations. You will own service levels, platform configuration, COE partnerships, and people leadership while driving automation, AI-assisted triage and continuous improvement.
Qualifications
- Bachelor’s degree or equivalent education and experience.
- 5+ years of progressive leadership in a contact center or shared services with SLAs.
- Proven accountability for ticket-based case resolution, volume, quality, and cycle time.
- Experience configuring a case management, CRM, or ITSM platform.
- Proficiency in service reporting and operational analysis.
- Experience leading process improvement or automation reducing volume or time.
- Practical experience deploying AI/automation in service environments.
Responsibilities
- Own service level attainment across all three tiers.
- Define case handling standards and escalation paths.
- Monitor queue health and review aging cases weekly.
- Lead operational configuration of the HR case management platform.
- Partner with COE and HRIS on system enhancements.
- Manage workload, staffing, and confidentiality in sensitive matters.
- Present service performance and improvement recommendations to HR leadership.
Skills
Education
Tools
Job description
AutoNation is seeking a Sr. Manager, HR Shared Services to lead its centralized HR support operation at our Irving, Texas campus.
The role governs a team handling about 1,500 cases monthly for over 25,000 associates, delivering hands-on guidance across onboarding, systems and escalations. You will own service levels, platform configuration, COE partnerships, and people leadership while driving automation, AI-assisted triage and continuous improvement.
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