Sr People Ops Coordinator

Overview

Role Overview:

At the heart of this role is one non-negotiable priority: the employee experience. Every case, every escalation, and every interaction this role touches must reflect that employees come first. We're looking for a Sr. People Generalist Coordinator to join our Shared Services team! Partnering closely with our Benefits, Payroll, and People Business Partner (PBP)/Employee Experience Partner (EEP) teams to help employees and managers get timely, accurate, and caring resolution on their questions and concerns.

This role is best suited for someone who thrives in a fast-paced environment, takes real pride in follow-through, and treats excellent customer service as a baseline, not a bonus. If you're the kind of person who doesn't let a request fall through the cracks and genuinely enjoys resolving things start to finish, you have found the right role.

What you will do:

Escalation & Case Management (Level 2/3)

• Leave of Absence Support: Partner with the Benefits team's subject matter experts on leave of absence cases, serving as a liaison between employees, managers, and Benefits to ensure smooth, supportive experience.

• Timecard Completion Partnership: Partner with managers and Payroll to support timely, accurate timecard completion, helping identify and resolve discrepancies as they arise.

• Dependent Verification Support: Partner with the Benefits team to verify dependent information throughout the year, in accordance with guidelines provided by Benefits subject matter experts.

• Unemployment Claims: Manage unemployment claims from filing through resolution, coordinating documentation and responses with the appropriate stakeholders.

Payroll & Systems Support

• ADP Payroll Partnership: Partner with Payroll and the ADP system to support and resolve manager inquiries related to timecard completion.

• Vendor Management (Coupa): Own vendor management in Coupa for the People team, including vendor onboarding, invoice/PO processing, and maintaining accurate vendor records.

New Hire & Employee Support

• New Hire Week 1 Support: Serve as a resource and liaison for new hires during their first week answering FAQs and helping ensure completion of required new hire paperwork and auditing of US based new data.

Core People Operations

• Customer-Centric Approach: Champion a customer-centric, employee-first mindset in every interaction prioritizing the needs and experience of employees and managers above all else, and following through on every request until it is fully resolved

• Employee Inquiries: Serve as an escalation point for employee questions and concerns that are more complex and require deeper case knowledge, providing timely and accurate resolution.

• Data Accuracy: Monitor audit reports to ensure data accuracy across HR systems and records, flagging and resolving discrepancies as needed.

• Administrative Duties: Handle administrative tasks that keep People Operations running smoothly, including document management, and record keeping.

• Workforce Management: Support the drafting, tracking, and administration of workforce management letter agreements.

• Process Improvement: Identify and implement improvements to core People Operations processes to enhance efficiency and effectiveness, including process documentation and the creation of RACI documents.

• Compliance: Work within internal GRC team to ensure monthly HITRUST audits are completed

• Onboarding: Support the onboarding process for new employees, ensuring a smooth transition and completion of new hire documentation.

• Employee Life Cycle: Provide support throughout the employee life cycle, from onboarding to offboarding, ensuring a seamless experience.

What you bring:

• Bachelor's degree in Human Resources, Business Administration, or related field.

• 1-2 years of HR experience, with working knowledge of leave of absence processes, ADA accommodations, and payroll/timecard procedures.

• Working knowledge of FMLA, ADA, and unemployment claims processes.

• Strong proficiency in HRIS systems and Microsoft Office Suite.

• Excellent organizational skills and attention to detail, with the ability to manage multiple concurrent cases and competing deadlines.

• Exceptional customer service skills with a genuine commitment to the employee experience.

• Strong follow-through, with the ability to resolve concerns from start to finish in a fast-paced environment.

• Ability to handle sensitive information with discretion and confidentiality.

• Strong communication and interpersonal skills, with the ability to partner effectively with managers, employees, and cross-functional teams (Benefits, Payroll, EEP/PBP).

• Ability to work independently and as part of a team.