Manager of HR Service Center

Manager of HR Service Center

SUMMARY:

Mortenson is currently seeking an experienced Manager of HR Service Center to join our team. This role leads the day-to-day delivery, performance, and scale of an established HR Service Center. This role ensures the operating model, standardized processes, service levels, knowledge resources, and enabling technologies perform reliably as the business grows. The manager translates business priorities and workforce growth into service capacity, execution plans, and measurable outcomes while maintaining a high-quality, consistent, and team member-focused HR experience.

Furthermore, serving as the operational leader for HR service delivery, this role partners closely with HR Centers of Excellence, HR Business Partners, HRIS, Payroll, Benefits, Talent Acquisition, and business leaders. The manager drives disciplined execution, expands proven capabilities, strengthens accountability, and uses data, technology, automation, and AI to increase service capacity and deliver business outcomes.

Location: Minneapolis, MN

RESPONSIBILITIES:

Service Delivery Leadership & Scaled Operations

• Lead, coach, and develop a team of HR Service Center professionals, setting clear expectations for ownership, service, quality, and results.

• Oversee daily service center operations, including case management, inquiry resolution, escalations, workload balancing, and delivery performance.

• Operate and scale established service levels, procedures, controls, and quality standards to meet changing business demand.

• Translate business growth, workforce plans, and service trends into capacity, staffing, prioritization, and execution plans.

• Ensure reliable delivery during peak periods, organizational change, acquisitions, market expansion, or other periods of increased demand.

• Maintain effective escalation, issue resolution, and business continuity practices.

Business Outcomes & Stakeholder Partnership

• Connect HR Service Center priorities and performance to enterprise goals, growth plans, workforce needs, and measurable business outcomes.

• Partner with HR and business leaders to clarify service ownership, anticipate demand, resolve delivery risks, and enable successful execution.

• Drive results across functions by establishing shared commitments, decision rights, handoffs, and accountability for end-to-end service delivery.

• Provide operational insights and recommendations that improve business readiness, team member experience, manager effectiveness, and HR capacity.

• Lead or support enterprise initiatives that require scalable, consistent, and timely HR service delivery.

Team Member & Manager Experience

• Deliver a consistent, responsive, and practical support experience for team members and managers.

• Ensure HR inquiries are resolved accurately, timely, and at the appropriate point of service.

• Expand adoption of established self-service and knowledge resources to make support easier to access and reduce administrative burden.

• Use service feedback and demand patterns to strengthen clarity, usability, and resolution effectiveness.

Operational Excellence & Service Governance

• Own the performance and continued evolution of the HR Service Center operating model as business needs and volumes grow.

• Maintain and scale the HR service catalog, standardized workflows, forms, knowledge articles, procedures, and service controls.

• Apply root-cause analysis and disciplined continuous improvement to address recurring issues, strengthen quality, and protect compliance.

• Ensure process changes are prioritized based on business value, service risk, customer impact, and capacity gained.

• Establish governance routines that reinforce consistent execution, clear ownership, and timely decisions.

Technology, Automation & AI Enablement

• Partner with HRIS and HR technology teams to scale proven service delivery capabilities and improve adoption.

• Expand effective use of case management, workflow automation, employee self-service, knowledge management, and AI-enabled solutions.

• Ensure technology investments translate into measurable improvements in capacity, service quality, cycle time, user experience, or cost effectiveness.

• Support responsible implementation and sustained use of new capabilities, including process readiness, change adoption, controls, and performance measurement.

Metrics, Insights & Performance Management

• Establish performance targets and operating rhythms using case volume, response time, resolution time, SLA performance, satisfaction, escalation trends, knowledge use, quality, and automation adoption.

• Use data to forecast demand, manage capacity, identify delivery risks, and prioritize actions that improve business outcomes.

• Prepare clear, decision-oriented insights and recommendations for HR and business leadership.

• Hold the team and service partners accountable for commitments, corrective actions, and sustained results.

Risk, Compliance & Controls

• Ensure HR services are delivered consistently and in accordance with company policies, applicable regulations, data privacy requirements, and established controls.

• Monitor service risks, control effectiveness, quality trends, and exceptions; escalate and resolve issues promptly.

• Maintain documentation and operational readiness to support audits, compliance reviews, and business continuity.

QUALIFICATIONS:

Required:

• Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or a related field, or equivalent relevant experience.

• 5+ years of progressive experience in HR operations, shared services, an HR service center, or HR customer support.

• 3+ years of people leadership experience.

• Demonstrated experience leading an established service delivery operation through business growth, increased demand, or organizational change.

• Proven record of delivering and driving measurable business outcomes through operational execution, cross-functional partnership, and performance management.

• Experience translating business priorities and growth plans into service capacity, resource, and execution plans.

• Experience managing service delivery through metrics, SLAs, quality standards, controls, and operating reviews.

• Demonstrated ability to influence across functions, resolve ambiguity, make sound tradeoffs, and hold stakeholders accountable for outcomes.

• Strong analytical, problem-solving, communication, and change leadership skills.

• Experience with HR technology platforms, case management systems, workflow tools, knowledge management, self-service, or automation.

Preferred:

• Experience scaling a mature HR shared services or service center operation in a growing, complex, or distributed business.

• Experience with Oracle HCM, ServiceNow, Workday, or similar enterprise platforms.

• Experience realizing measurable business value from automation, AI, digital employee experience, or service management capabilities.

• Experience with capacity planning, service governance, operational risk, and cross-functional transformation.

A few benefits offered include:

(for Non-Craft & Non-Union Craft working 25+ hours / week,)

• Medical and prescription drug plans that includes no additional cost vision coverage
• Dental plan
• 401k retirement plan with a generous Mortenson match
• Paid time off, holidays, and other paid leaves
• Employer paid Life, AD&D, and disability insurance
• No-Cost mental health tool and concierge with extensive work-life resources
• Tuition reimbursement
• Adoption Assistance
• Gym Membership Discount Program

The base compensation range for this role is: $103,200 - $154,800. (Actual range is higher for the following office locations: Denver, CO and Chicago, IL – 5%, Seattle, WA, and Portland, OR – 10%, Washington, D.C. – 12.5%). Base pay is positioned within the range based on several factors including an individual’s knowledge, skill, and experience with consideration given to internal equity.

#LI-JY1 #LI-hybrid

Please make note:

• Visa sponsorship is not offered for this position.
• Our postings are typically open a minimum of 5 days and an average of 44 days.

ABOUT MORTENSON

As a top builder, developer, and EPC (Engineering, Procurement, and Construction), our expertise spans markets like sports, renewable energy, data centers, healthcare, and more. We are builders at heart, working to ensure the built environment has a lasting positive impact.

Let’s Redefine Possible®

Equal Employment Opportunity

Your uniqueness brings new and creative perspectives to the team. Mortenson is committed to providing equal opportunities of employment (EOE) to all individuals, regardless of your race, religion, gender, national origin, age, veteran status, disability, marital status or any other legally protected category.

Other Items to Note

• Mortenson reserves the right to hire any individual without legal or financial obligation on unwanted solicitations. No agency emails, calls, or solicitations are accepted without a valid agreement.
• Must be currently legally authorized to work in the U.S. without sponsorship for employment visa status (e.g., H1B status, 0-1, TN, CPT, OPT, etc.). We are unable to sponsor or take over sponsorship of an employment Visa at this time.