Manager, H2R Operations Delivery & BPO Management

Are you experienced in leading outsourced HR operations through a managed service provider (MSP) or business process outsourcing (BPO) model? Have you been accountable for service delivery quality, operational controls, escalations, and continuous improvement of high-volume administrative and transactional work? If so, we want to speak with you!

We are currently seeking a Manager, H2R Operations Delivery & BPO Management, to join our Hire to Retire (H2R) organization in Richmond, VA, or we are open to remote work arrangements.

The Manager, H2R Operations is responsible for overseeing the successful delivery of employee lifecycle transactions performed by a managed service provider. This role serves as the operational owner of the outsourced service model for employee data management, ensuring the provider delivers work accurately, compliantly, on time, and according to established service levels.

The position requires deep experience managing vendor-delivered operations, including performance governance, SLA management, issue resolution, service recovery, operational reporting, transition of new scope, and continuous improvement. The leader in this role partners closely with internal HR, technology, compliance, and audit stakeholders while holding the provider accountable for operational excellence.

What you will be doing:

• Own and govern end-to-end H2R Operations processes across the employee lifecycle, including employee movement, data updates, and separation/offboarding, across both retained and MSP-delivered work.
• Own the ongoing relationship and governance routines with the MSP HR Operations and Contact Center teams, including performance/SLA monitoring, corrective action plans, and continuous improvement of how work is transitioned and delivered.
• Define and enhance the mechanics of how work gets done by the MSP (ex: escalation intake and resolution paths) to ensure efficiency and effectiveness
• Serve as the secondary escalation point for complex, high-risk issues, balancing employee experience, compliance, and efficiency.
• Lead standardization and continuous improvement of H2R processes to support scalability, automation, and AI enablement.
• Partner with technology teams to advance SuccessFactors Employee Central and ServiceNow HRSD enhancements aligned to process outcomes.
• Act as control owner for key SOX controls, ensuring data accuracy, audit readiness, and effective governance across H2R Operations.
• Lead and develop team members, fostering a culture of operational excellence, ownership, and thoughtful risk management.

We want you to have:

• Bachelor's degree in Business, Human Resources, Information Systems, or a related field.
• 7+ years of experience leading HR shared services or HR operations.
• At least 2 years’ experience managing an outsourced service provider (MSP) or in a business process outsourcing (BPO) model.
• Demonstrated success managing outsourced service providers responsible for high-volume administrative and transactional work
• Experience leading operational reviews, root-cause analysis, corrective action planning, and continuous improvement initiatives
• Strong understanding of employee lifecycle transactions, case management, data maintenance, and HR service delivery operations
• Experience working with enterprise HR technology platforms such as SuccessFactors Employee Central and ServiceNow HRSD
• Demonstrated experience in HR Operations process optimization and standardization at enterprise scale.
• Strong analytical and process-design skills, translating complexity into clear, actionable decisions.
• Sound judgment and comfort making risk-based decisions in ambiguous, high-stakes situations.
• Prior people leadership experience with strong stakeholder-influencing skills across HR, technology, and service providers.