Position Summary

The Manager, HR Operations and Services provides day-to-day administrative and operational support for HR at Prime Communications. This position supports the execution and maintenance of HR processes and programs under the direction of HR leadership, helping ensure consistent, accurate service delivery and a positive employee experience. Executes HR policy changes and program designs as directed by Executive Director, HR Shared Services and senior HR leadership.

The Manager will support the day-to-day execution of HR's operating model—helping balance efficiency, data accuracy, and service excellence—so that Prime's people experience reflects the company's culture of connection, accountability, and performance.

The role supports HR processes for HRIS set up, analytics, compliance, and employee service delivery — helping align technology, process, and people to deliver a consistent, high-quality employee experience.

Key Responsibilities Operational Support

• Support execution of the long-term roadmap for HR operations set by senior HR leadership, in support of Prime's growth, culture, and workforce strategy.
• Partner with the Director, HR Shared Services and senior HR leaders to support operational priorities and help deliver measurable outcomes.
• Support HR shared services and transactional operations, helping ensure standardized, reliable, and scalable delivery.
• Partner with senior HR leadership to help maintain structure, policy, and process integration across HR functions.
• Support governance frameworks, performance metrics, and service-level agreements (SLAs) established by senior HR leadership to help drive accountability and continuous improvement.

HR Processes for HRIS Delivery

• Key support to HRIS leadership and administrative team in processing HR transactions in the HCM System (ADP).
• Maintain data integrity and support analytics used to inform business decisions.
• Support automation and digital transformation initiatives for HR workflows and processes.
• Support data integrity, compliance, and analytics reporting for senior HR leadership.
• Identify and help implement automation opportunities to enhance the employee and manager experience.

Compliance & Policy Administration

• Partner with Legal, Finance, and Compliance to support HR Controls, reporting, and document standards, audits, investigations, and risk mitigation.
• Standardize and maintain documentation across the HR function.
• Support compliance with employment laws and company policies across all locations and entities.
• Support HR readiness for audits, investigations, and policy updates.

Employee Services

• Administer the HR service delivery model to help ensure timely, accurate, and empathetic support for all employees.
• Process inquiry resolution, transactions, and case management.
• Streamline employee touchpoints to make HR processes intuitive and transparent.
• Foster a culture of service excellence within the HR operations team.
• Partner cross-functionally to improve the employee experience through process transparency.
• Direct administration of the following core functions: I9 verifications, Unemployment Hearings, HR Policies and Procedures, HR Reporting, HR Analytics, and HR Case Management.

Team Leadership & Development

• Support cross-training and documentation of HR Operations processes to reduce single point of failure and enable succession coverage.
• Cultivate accountability, continuous learning, and innovation within the HR function.
• Champion innovation, service excellence, and professional growth within HR.
• Support and mentor HR operations team members, focusing on problem-solving, collaboration, and results.
• Serve as a cultural ambassador, reinforcing Prime's values of connection, integrity, and high performance.

Requirements:

Qualifications

• Bachelor's degree in HR, Business, or related field preferred; equivalent experience considered.
• 5+ years of HR experience, with 2+ years in HR operations, systems, or shared services administration.
• Strong understanding of HR technologies, compliance, and data analytics.
• Experience in a multi-state or retail organization preferred.
• Proven ability to support HR infrastructure during periods of organizational change.
• Proven ability to adapt through change, improve process efficiency, and deliver consistent results.

Core Competencies

• Process and Systems Orientation
• Operational Excellence and Execution
• Analytical Rigor and Data Literacy
• Adaptability to Change
• Employee Experience Focus

Measures of Success

• Streamline HR service delivery model and reduce manual processes
• Increase HR data accuracy and accessibility
• Positive employee feedback on HR responsiveness and experience
• Demonstrate compliance consistency and audit readiness
• Elevate collaboration across HR and field leadership