HR Service Center Customer Service Manager

Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.

University Human Resources (UHR) is seeking a Customer Service Manager to lead two teams within Stanford’s Human Resources Service Center (HRSC). The HRSC provides timely, accurate, and effective support to employees across the university, including academic staff, non-academic staff, postdoctoral scholars, and student employees.

As Stanford prepares to implement Sequoia, an Oracle Human Capital Management (HCM) cloud-based system, the HRSC plays a key role in strengthening HR service delivery, streamlining processes, and supporting the university community through change. This position offers an opportunity to shape a growing service organization, develop team capabilities, and establish practices that support consistent, high-quality service.

Reporting to the HRSC Senior Director, the Customer Service Manager oversees the daily operations and performance of the Tier 1 HR inquiry and I-9 service teams. These teams serve as the first point of contact for HR questions and provide university-wide I-9 processing and compliance support. The manager will supervise approximately five direct reports and provide operational leadership, strategic direction, and staff development oversight for approximately 15–20 employees across both teams.

The successful candidate will bring a strong customer service orientation, experience leading teams through organizational and technology changes, and the ability to translate service needs into practical improvements. A background in HR operations and benefits is preferred.

This position is eligible for a hybrid work arrangement with a minimum of 2 days/week, based at Stanford’s Redwood City campus, with occasional travel to the Palo Alto campus to oversee and support I-9 service delivery and team performance.

In this role you will:

• Lead the daily operations of the Tier 1 HR inquiry and I-9 service teams, ensuring timely, accurate, consistent, and responsive support for the Stanford community.
• Supervise approximately five direct reports and guide performance management, coaching, and professional development for a broader organization of approximately 15–20 staff.
• Guide teams through the implementation of Sequoia and ongoing changes to HR systems, processes, and service expectations, translating organizational priorities into clear actions and responsibilities.
• Build team credibility and strong working relationships with campus partners through reliable service, clear communication, and effective resolution of escalated inquiries.
• Establish and monitor service expectations, performance measures, and reporting practices to assess workload, identify trends, and improve service quality and operational efficiency.
• Oversee I-9 processing and related compliance activities, partnering with appropriate university stakeholders to address complex issues and maintain consistent practices.
• Identify and lead process improvement initiatives that streamline HR inquiry handling, I-9 services, and the employee experience.
• Develop team capabilities through training, knowledge sharing, and cross-training to strengthen HR expertise and prepare for future service expansion.
• Partner with HR subject matter experts and technology teams to maintain accurate service resources, clarify escalation pathways, and support effective use of HCM, case management, and telephony systems.
• Foster a collaborative team environment that supports accountability, open communication, adaptability, and continuous learning.
• Travel occasionally to the Palo Alto campus to support I-9 operations, staff development, and service performance.

Preferred Requirements:

• Experience in HR service delivery, with a background in HR operations and benefits.
• Experience managing customer service or HR service center teams, including coaching staff, managing performance, and leading teams through organizational or technology changes.
• Knowledge of and experience with HCM systems, preferably Oracle HCM.
• Experience using customer relationship management (CRM) or HR case management systems, preferably ServiceNow.
• Experience overseeing or supporting Form I-9 processing and compliance.
• Demonstrated experience leading projects and process improvements related to HR service centers, I-9 operations, or HCM systems.
• Experience with contact center telephony systems, including designing call routing and phone trees, developing reports, and establishing and monitoring service metrics.

• Experience working in higher education or a similarly complex, decentralized organization.

The budgeted base salary range for this position is $116,215 - $161,200 per annum.

Visa sponsorship is not available for this position. All candidates must be eligible to work and live in the U.S.

Core Duties:

• Service Excellence & Customer Focus: Drive optimal customer service and strive to achieve immediate case resolution through customized services to meet complex needs of the customer. Emphasize the importance of service excellence by interweaving it into project details, measurements, and special training of the team. Monitor, report on, and complete all phases of case management related to workload, ensuring issues are coordinated, logged, tracked, and resolved appropriately to meet targets in concert with deadlines. Support team members handling of escalated issues and complex inquiries, providing solutions and feedback to improve processes.
• Team Leadership and Development: Lead and manage a team of service center associates providing training, guidance, and support to ensure high performance and professional development. Conduct regular team meetings to review cases, discuss updates, and address challenges. Foster a culture of continuous improvement and professional growth within the team. Manage individual and overall team performance.
• Communication: Consider various platforms and opportunities to communicate HR services and support information to various stakeholders across campus. Communicate with service center employees to understand workload concerns and provide guidance accordingly.
• Critical Evaluation, Problem Solving, and Decision Making: Employ highly ethical management standards creating an equitable workplace. Continually monitor call metrics for service delivery improvement, SLAs adherence, and workload concerns. Prepare and analyze reports on team performance, customer feedback, and operational metrics. Continue to develop objectivity and critical-thinking skills to make sound judgments based on keen analysis, best practices, and an understanding of preferred outcomes. Support escalated cases when necessary.
• Agility and Innovation: Apply creative problem-solving to address service center and managerial challenges (e.g., hiring). Collaborate with HR Service Center managers and supervisors to develop and maintain an infrastructure that optimizes service delivery (e.g., processes, SOPs, RACIs). Continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes. Identify opportunities for process improvements and work collaboratively with HR leadership to implement changes.
• HR Acumen Competency: Understand and apply human resources best practices and information to contribute to the department's immediate and larger, long-term goals. Command a strong understanding of the relationship between the HR Service Center and its customers.
• Culture, Values, and Ethical Practices: Integrate core values, integrity, and accountability throughout all organizational and HR practices. Develop trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality. Contribute to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across UHR. Uphold the principles of the Stanford Code of Ethics.

Minimum Education and Experience

Bachelor’s degree and seven years of relevant experience, and three years of management experience, or an equivalent combination of education and experience.

Knowledge, Skills and Abilities:

• Experience managing an HR Service Center at a complex organization.
• Demonstrated excellence providing high-quality HR customer service.
• Strong leadership and team management skills, with a proven track record of driving individual and team performance.
• Experience in monitoring and reporting on Service Level Agreements (SLAs).
• Experience successfully mentoring staff on human resources policies, procedures, processes, laws, and regulations.
• Demonstrated ability to process standards and metrics to analyze data and measure performance while generating insights to improve operations.
• Demonstrated ability to effectively manage time, prioritize tasks, work independently, and maintain confidentiality of all clients and information.
• Demonstrated project management skills.
• Excellent communication skills, proven track record of building strong collaborative relationships with stakeholders.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Experience with HRIS, case management, employee portal, knowledge management, or records management tools.