Senior Manager, Talent Acquisition Operations

RaceTrac Company Overview

Job Description: The Senior Manager, Talent Acquisition Operations and Onboarding leads the operational engine supporting RaceTrac’s hiring lifecycle, from candidate coordination through offer, screening, preboarding, and day-one readiness. This leader manages the service delivery model, process governance, operational controls, onboarding execution, and coordinator support structure that creates a consistent experience for candidates, hiring managers, recruiters, and new hires. This role manages how TA operational work is completed, measured, improved, and adopted. The Senior Manager develops and maintains standard operating procedures, service levels, escalation paths, readiness routines, onboarding controls, vendor performance expectations, and operational reporting. The role partners closely with TA Leadership, TABPs, Sourcers, Employee Services, IT, Payroll, Facilities, Legal, Compliance, and business stakeholders to keep the hiring journey efficient, compliant, scalable, and clearly owned. This role does not own the TA technology product roadmap, system backlog, configuration delivery, release management, integrations, or post-production system support; those responsibilities sit with the TA Product Owner and Employee Services. Instead, this role serves as the TA Operations business owner for process requirements, operational readiness, user adoption, service performance, and business acceptance of process and system-enabled changes. This role partners with COEs to support implementation of process improvements, automation and AI-enabled efficiencies identified by TA leadership and HR specialized functions to strengthen candidate and hiring-manager experiences over time.

Responsibilities: Responsibilities TA Operations Service Delivery & Team Leadership

• Lead, coach, and develop the team responsible for interview scheduling, candidate coordination, offer support, onboarding logistics, and operational execution.
• Manages the TA Operations service model, including intake channels, service levels, support tiers, escalation paths, ownership rules, and operating routines.
• Balance team capacity across hiring demand, recruiter support needs, candidate volume, business priorities, seasonal hiring cycles, and enterprise initiatives.
• Define work standards for coordinator support, interview logistics, candidate communications, offer support, onboarding task execution, and operational follow-up.
• Monitor service delivery performance and use data to identify capacity gaps, workload imbalances, process bottlenecks, and opportunities to improve speed, consistency, and quality.
• Partner with TA leaders and recruiting teams to clarify handoffs, reduce administrative burden, and ensure recruiters remain focused on business partnership, selection, and hiring outcomes.
• Build a team culture grounded in accountability, service, accuracy, urgency, and continuous improvement.
• Looks for future process design enhancements that drive efficiencies in the hiring process.

Process Governance, Documentation & Continuous Improvement

• Manages the TA Operations process framework across coordination, interview scheduling, offer support, screening coordination, preboarding, onboarding readiness, candidate handoffs, and day-one preparation.
• In partnership with HR specialized functions, designs, maintain, and continuously improve process maps, SOPs, playbooks, checklists, job aids, and knowledge resources that define how TA Operations work is requested, completed, escalated, and measured.
• Facilitates operational governance routines to review service delivery, process health, onboarding readiness, compliance controls, exception trends, vendor performance, and stakeholder feedback.
• In partnership with HR specialized functions, identifies and eliminates process gaps, bottlenecks, duplicate work, unclear handoffs, manual rework, and inconsistent practices across the hiring lifecycle.
• Partner with TA Product Owner and Employee Services to translate TA Operations process needs into clear business requirements, acceptance criteria, and readiness expectations.
• Own business process acceptance for TA Operations changes by validating that new workflows, tools, or system-enabled processes are operationally usable and ready for deployment.
• Maintains the talent acquisition roadmap, prioritizing process improvements based on business impact, service risk, compliance exposure, automation opportunity, onboarding readiness, and stakeholder experience.
• In partnership with HR Specialized functions, supports change readiness and adoption activities.

Technology Partnership & Business Readiness

• Implements the strategy set by TA leadership by serving as a key operational partner to the TA Product Owner and Employee Services for tools and workflows that support recruiting operations, candidate coordination, screening, onboarding, and hiring-manager experience.
• Provide clear business requirements, process impacts, user needs, readiness criteria, and operational acceptance feedback for TA technology updates and system-enabled process changes.
• Participate in UAT planning and testing from an operational workflow perspective, validating that tools and processes support real-world TA Operations execution.
• Lead operational readiness for new tools, features, automations, and workflow changes, including partnering on all documentation, training, change communication, adoption tracking, and reinforcement.
• Partner with HR specialized functions to identify automation, workflow simplification, AI-enabled support, and process improvement opportunities that reduce manual work, improve data accuracy, increase speed, and enhance user experience.
• Partner with TA Product Owner and HR Systems on adoption measurement, issue intake, enhancement requests, and post-launch stabilization while maintaining clear separation between business process ownership and technology product ownership.
• Does not own product roadmap, backlog prioritization, system configuration, integrations, release management, or post-production technical support, which sit with TA Product Owner and HR Systems.

Onboarding, Screening & Compliance

• Responsible for the operational preboarding and onboarding lifecycle from offer acceptance through day-one readiness, ensuring new hires are prepared to start smoothly and required activities are completed on time.
• Manage the operational handoff from the ATS into Workday in partnership with TA Product Owner and Employee Services, with clear ownership for data readiness, process completion, and issue resolution.
• Standardize screening coordination processes, including background checks, drug screening, I-9 readiness, candidate follow-up, exception handling, and vendor escalation.
• Establish and govern onboarding controls, including task completion tracking, aging visibility, exception categories, root-cause review, escalation triggers, and prevention actions.
• Partner with Employee Services to define the handoff from candidate/new-hire readiness to post-hire worker-record administration and employee lifecycle support.
• Partner with IT, Facilities, Payroll, Employee Services, and hiring leaders to support day-one readiness, including access, equipment, workspace, payroll readiness, and other start-date dependencies.
• Ensure onboarding and screening practices align with company policies, applicable employment requirements, regional compliance needs, and audit expectations.
• Use onboarding data and stakeholder feedback to improve start-date reliability, reduce candidate friction, and increase hiring-manager confidence in the onboarding process.

Data, Analytics & Reporting

• Track, monitor, and report key TA metrics, including service levels, interview scheduling timeliness, offer-to-start cycle time, onboarding readiness, screening completion, exception aging, coordinator capacity, data accuracy, and stakeholder satisfaction.
• Partner with TA leadership, TA Product Owner, HR Systems, and analytics partners to define KPI requirements, dashboard needs, report ownership, data definitions, and refresh cadence.
• Maintain operational scorecards and governance reporting that show process health, service delivery performance, onboarding reliability, risk trends, and improvement progress.
• Use data-driven insights to forecast coordination and onboarding capacity, identify hiring-volume pressure points, monitor process adoption, and justify resource or process changes.
• Measure candidate, hiring-manager, recruiter, and new-hire experience through feedback routines, satisfaction signals, drop-off analysis, issue trends, and action planning.
• Ensure TA Operations reporting supports leader visibility without creating conflicting metric definitions or duplicative reporting ownership.

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, Operations, or a related field required.
• 8+ years of talent acquisition, recruiting operations, onboarding, HR operations, or equivalent experience.
• 2+ years of experience leading or managing a coordination, operations, onboarding, or service delivery team.
• Demonstrated experience managing recruiting operations, onboarding programs, service models, process governance, or operational support functions.
• Strong understanding of hiring workflows, candidate coordination, offer support, screening coordination, onboarding readiness, and cross-functional HR handoffs.
• Experience building or managing SOPs, process maps, service levels, escalation paths, playbooks, and operational controls.
• Experience managing background checks, screening, I-9 readiness, onboarding workflows, vendor escalation, or related compliance processes.
• Strong project management and process improvement skills, with the ability to lead initiatives from design through adoption.
• Ability to partner effectively with Employee Services, IT, Payroll, Facilities, Legal, Compliance, TA leaders, TABPs, and business stakeholders.
• Proven ability to analyze data, define operational metrics, build scorecards, and use insights to improve service delivery.
• Experience using ATS, onboarding, and HR technologies; Workday experience preferred.
• Strong stakeholder management, communication, documentation, and change management skills.
• Ability to lead in a fast-paced, high-volume, matrixed environment with shifting priorities.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.