Manager, HR Service Center - HR Service Center

Manager of Human Resources People Services Contact Center

The University of Texas MD Anderson Cancer Center is seeking a Manager of Human Resources People Services Contact Center to lead the day-to-day operations of the HR People Services Contact Center. The Manager of Human Resources People Services Contact Center translates departmental strategy into operational plans, workforce execution, service delivery standards, and measurable performance outcomes while ensuring high-quality HR support across multiple service channels. The department serves as a critical resource for employees and managers by delivering efficient, customer-focused HR shared services and contact center support.

UT MD Anderson is a leading institution focused on cancer care, research, education, and prevention. The Manager of Human Resources People Services Contact Center plays a key role in advancing operational excellence, enhancing employee experiences, and supporting organizational goals through leadership, technology, analytics, and continuous improvement. The Manager of Human Resources People Services Contact Center will oversee complex service operations while developing teams and maintaining high standards of service delivery.

The ideal candidate will possess a Bachelor's Degree, with a Master's Degree preferred, along with demonstrated experience leading HR, shared services, customer support, or call center operations. Experience utilizing Genesys Cloud, ServiceNow, HRIS systems, workforce management tools, knowledge management platforms, employee self-service technologies, and performance analytics is highly preferred. Strong leadership experience, contact center expertise, HR systems proficiency, and a proven ability to drive operational excellence through data and technology are desired.

Minimum $51.20/hour - Midpoint $63.94/hour - Maximum $76.68/hour

Work Location: Hybrid

Why Us?

At UT MD Anderson, this role offers the opportunity to lead a highly visible HR shared services function that supports employees across the institution. The position combines strategic leadership, workforce development, customer experience enhancement, technology optimization, and operational excellence while contributing to the organization's mission. Employees benefit from meaningful career growth opportunities, collaborative leadership responsibilities, and flexible hybrid work arrangements that support work-life balance.

• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance. • Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options. • Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups. • Defined-benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer-paid life and reduced salary protection programs.

Responsibilities

Service Delivery & Operations • Lead day-to-day operations of the HR People Services Contact Center • Translate departmental strategy into operational plans and workforce execution • Establish and monitor service delivery standards and measurable performance outcomes • Ensure delivery of high-quality HR support across multiple service channels • Oversee HR shared services operations and customer support activities

Leadership & Team Management • Directly manage supervisors within the contact center operation • Indirectly lead a team of more than 25 employees • Drive talent development and workforce performance • Foster accountability for customer service, quality, and operational excellence • Support workforce planning and staffing optimization initiatives

Technology & Systems Management • Oversee contact center operations utilizing Genesys Cloud • Manage ServiceNow case and ticket management processes • Support HRIS, workforce management, and knowledge management systems • Oversee employee self-service technologies and HR-supported platforms • Collaborate with technology and vendor partners to optimize service delivery

Performance & Analytics • Drive performance through data analytics and service metrics • Monitor quality assurance activities and workforce optimization efforts • Measure operational effectiveness and customer experience outcomes • Utilize performance analytics to improve efficiency and service excellence • Implement technology-enabled solutions that enhance employee and manager experiences

Continuous Improvement & Compliance • Ensure compliance across HR shared services operations • Lead continuous process improvement initiatives • Identify opportunities to streamline workflows and improve service outcomes • Support operational excellence through standardized processes and best practices • Maintain accountability for service quality, performance, and organizational objectives

EDUCATION

• Required: Bachelor's Degree

• Preferred: Master's Degree

WORK EXPERIENCE

• Required: 7 years related experience.

• Required: 3 years leadership experience.

• Preferred:Demonstrated experience leading an HR, shared services, customer support, or call center operation utilizing contact center technologies (e.g., Genesys Cloud), case management platforms (e.g., ServiceNow), HRIS systems, workforce management tools, and performance analytics to drive service excellence and operational efficiency.

*OTHER REQUIREMENTS: *Must pass pre-employment skills test as required and administered by Human Resources.

The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition.

This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law.http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

• Requisition ID: 183937

• Employment Status: Full-Time

• Employee Status: Regular

• Work Week: Day/Evening

• Minimum Salary: US Dollar (USD) 106,500

• Midpoint Salary: US Dollar (USD) 133,000

• Maximum Salary : US Dollar (USD) 159,500

• FLSA: exempt and not eligible for overtime pay

• Fund Type: Hard

• Work Location: Hybrid Onsite/Remote

• Pivotal Position: Yes

• Referral Bonus Available?: No

• Relocation Assistance Available?: No

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