Senior HR Shared Services Leader – AI-Driven Excellence

AutoNation; Irving (TX); On-site; USD 100,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation and 401k

Health, dental, vision insurance

Associate discount programs & YouDecid

DRVPNK cancer charities support

Job summary

AutoNation seeks a Sr. Manager for HR Shared Services in Irving, TX to lead a centralized, high-volume support function serving 25,000+ associates. You will manage multi-tier service delivery, platform configuration, and process improvements, partnering with HRIS, IT, and COE experts.

The role demands strong leadership, governance, and a focus on data-driven results. The position emphasizes scalable operations, automation, and AI-enabled triage with ongoing enhancement of the service model and

Qualifications

• Bachelor’s degree or equivalent combo of education and experience.
• 5+ years of progressive leadership in a contact center, service desk or shared services operation with SLAs.
• Accountability for ticket-based resolution volume, quality and cycle time.
• Experience administering or configuring a case management, CRM or ITSM platform.
• Proficiency in service reporting and analysis; able to build/interpret operational reporting.
• Experience leading process improvement or automation to reduce volume or handling time.
• Experience deploying or operating AI/automation in a service environment (e.g., chatbot, triage, routing).

Responsibilities

• Own service level attainment across three tiers, including speed to answer, first contact resolution, cycle time and case documentation quality.
• Establish and enforce case handling standards with ownership and resolution documentation.
• Define escalation paths from shared services into HR Business Partners and COE; set triggers and handoff standards.
• Monitor queue health daily; review aging cases and reassignments.
• Own HR case management platform configuration ( intake, routing, automation).
• Ensure accurate, traceable service reporting for executive review.
• Identify automation opportunities; lead AI-assisted resolution and self-service initiatives.
• Partner with HRIS and IT on system enhancements and release readiness.
• Build strong COE partnerships; align routing with COE scope and ownership.
• Lead a multi-functional team; manage workload, capacity, and confidentiality standards.
• Drive roadmap with Sr. Director, People Services and participate in cross-functional leadership.

Skills

Leadership

High-volume ticket center

Systems and solutions orientation

Performance measurement

AI/Automation implementation

Education

Bachelor’s degree

Tools

Case management platform

CRM/ITSM platform

Workday (preferred)

Job description

AutoNation seeks a Sr. Manager for HR Shared Services in Irving, TX to lead a centralized, high-volume support function serving 25,000+ associates. You will manage multi-tier service delivery, platform configuration, and process improvements, partnering with HRIS, IT, and COE experts.

The role demands strong leadership, governance, and a focus on data-driven results. The position emphasizes scalable operations, automation, and AI-enabled triage with ongoing enhancement of the service model and