Senior Manager, HR Shared Services

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

Sr. Manager, HR Shared Services

The Sr. Manager, HR Shared Services leads AutoNation’s centralized HR shared services function, which resolves approximately 1,500 cases per month servicing over 25,000 associates. The team operates across multiple service tiers and delivers hands on support that extends well beyond transactional processing — walking associates and leaders through systems, guiding managers through onboarding processes, resolving issues live on the phone, and staying with a case until it is genuinely closed. HR Business Partners are established in every market and business unit and remain the primary advisory relationship for the field; shared services works alongside them. This role is accountable for service performance, platform configuration and the continuous improvement of how HR services are delivered. The successful candidate will bring proven leadership of a high volume, ticket based contact center or shared services operation, a systems and solutions orientation, and a disciplined approach to performance measurement. Foundational HR knowledge is helpful; deep subject matter expertise is not required. This role an onsite position based at our Irving, Texas location.

Service delivery and performance

Own service level attainment across all three tiers, including speed to answer, first contact resolution, cycle time and case documentation quality.

Establish, publish and enforce case handling standards, including mandatory case ownership and substantive resolution documentation.

Define and operate the escalation path from shared services into HR Business Partners and the Centers of Excellence, including the triggers and handoff standards for each.

Monitor queue health daily and conduct structured weekly reviews of aging cases and reassignments.

Platform and process

Own the operational configuration of the HR case management platform, including intake design, categorization, routing rules and automation.

Maintain the integrity of service reporting and ensure metrics are traceable, comparable period over period and suitable for executive review.

Identify recurring case types suitable for automation, AI assisted resolution or self service, and lead their removal from the case queue.

Develop and expand the use of AI within the service model, including conversational assistants, knowledge content that supports deflection, and AI assisted triage and routing.

Partner with HRIS and IT on system enhancements, testing and release readiness.

Center of Excellence partnership

Build and maintain close working relationships with subject matter experts across the Centers of Excellence — Employee Relations, Benefits, Leave, Compensation, Talent Acquisition and HRIS — who operate as assignment groups within the case management platform for COE specific work and escalations.

Agree and document what belongs with each COE assignment group, what shared services retains, and the criteria that trigger a handoff, so routing reflects a shared understanding rather than individual judgment.

Review COE routed case volume, cycle time and outcomes with each SME group on a regular cadence and resolve recurring misroutes at the source.

Serve as the operational point of contact for COE leaders on service performance, capacity and platform changes that affect their queues.

Leadership

Lead, coach and develop a multi functional team spanning intake and phone support, coordinators, onboarding and compliance specialists.

Manage workload allocation, capacity planning, scheduling and coverage across all functions of the team.

Set the standard for handling sensitive matters, including confidentiality, documentation and appropriate escalation.

Manage contractor and vendor resources supporting the function.

Strategy and partnership

Partner with the Sr. Director, People Services on service model design, tiering strategy and the function’s multi year roadmap.

Represent People Services with HR Business Partners, Talent Acquisition, Payroll, Benefits and the Employee Relations Center of Excellence.

Prepare and present service performance reporting and improvement recommendations to HR leadership.

Qualifications (Required)

Bachelor’s degree, or equivalent combination of education and experience.

Five or more years of progressive leadership experience in a contact center, service desk or shared services operation with defined service level agreements.

Demonstrated accountability for ticket based case resolution volume, quality and cycle time.

Experience administering or configuring a case management, CRM or ITSM platform.

Proficiency in service reporting and analysis, including the ability to build and interpret operational reporting independently.

Experience leading process improvement or automation initiatives that measurably reduced volume or handling time.

Practical experience deploying or operating AI or automation capability in a service environment — for example a virtual assistant, chatbot, AI assisted triage or intelligent routing — including responsibility for the knowledge content behind it.

Preferred Experience

Experience in a multi site, geographically distributed service environment.

Familiarity with Workday or a comparable HRIS platform.

Experience measuring and improving AI deflection rates and containment.

Exciting Benefits and Perks Await You

• Competitive compensation and 401k matching


• Enjoy a healthy work life balance with insurance plans (health, dental, vision) and maternity benefits.


• Associate purchase and discount programs for new and pre owned vehicles, services, parts, collision, accessories, and AutoGear Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers.


• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide.

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply.

We value innovation, teamwork, and a commitment to making a positive impact in the world. At AutoNation, what drives you, drives us. We're looking for passionate and committed people to bring their drive to our team to help drive a peerless Customer experience. At AutoNation, we’re not just interested in keeping up with the times - we’re dedicated to leading the charge. We believe that together, we can create a brighter future for everyone.