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