AMN Healthcare
Senior Manager HRSC
AMN Healthcare – Dallas, TX
Base Pay Range: $117,500 – $139,500 per year
Overview Drive scalable, high-impact HR services for ~3,000 employees. Lead design, execution, and continuous improvement of centralized HR support operations.
Why AMN Healthcare
Named to Becker's Top 150 Places to Work in Healthcare for three years running.
Consistently ranked among SIA's Largest Staffing Firms in America.
Modern Healthcare Innovators Award winner.
Joint Commission Gold Seal of Approval holder since 2006.
Key Responsibilities HR Service Center Strategy & Leadership
Own and evolve operating model to ensure high-quality, consistent employee support.
Lead team of HR Specialists resolving Tier 1 and Tier 2 requests.
Establish and monitor SLAs, KPIs, and governance for data accuracy and process adherence.
Contact Center Operations & Performance Management
Plan, monitor, and optimize resource allocation and scheduling based on call volume and business cycles.
Ensure timely resolution of escalated cases, collaborating with COEs, Legal, Payroll, and HRBPs.
Analyze contact center data to identify patterns, develop forecasts, and improve staffing strategies.
Process Optimization & Technology Enablement
Lead cross‑functional initiatives to digitize, streamline, and standardize processes.
Collaborate with HRIS and IT to drive enhancements in Workday, ServiceNow, and other platforms.
Serve as product owner for case management tools and employee knowledge bases.
People Leadership & Capability Building
Hire, coach, and develop a high‑performing team, fostering a culture of service and continuous improvement.
Conduct regular 1:1s and performance reviews to guide development.
Partner with training teams to deliver onboarding and upskilling programs.
Data‑Driven Decision Making
Monitor service trends through case volume reports, first contact resolution, cycle times, and satisfaction metrics.
Develop and present dashboards and executive‑ready reports to leadership.
Translate service data into actionable insights to improve processes and employee engagement.
Enterprise Collaboration & Stakeholder Management
Act as primary liaison between HR Service Center and COEs (Benefits, Compensation, Talent Acquisition, Employee Relations).
Partner with HRBPs to support business‑specific needs and recommend systemic improvements.
Support enterprise HR projects and transformation efforts through execution, change management, and stakeholder education.
Qualifications Education & Experience
Bachelor’s degree in Human Resources, Business, or related field required; Master’s preferred.
7+ years progressive HR experience, 3‑5 years in HR operations or shared services leadership.
Prior experience managing an HR contact center or centralized support function within a mid‑to‑large organization (1,000+ employees).
Technical & Functional Skills
Strong command of HRIS systems (preferably Workday) and case management platforms.
Demonstrated experience in process redesign, automation, and service delivery transformation.
Advanced Excel and reporting skills; comfort with service metrics and analytics.
Proven ability to lead high‑performing teams and manage change in complex environments.
Strong interpersonal and communication skills to influence cross‑functional partners.
Commitment to service excellence, integrity, and continuous improvement.
Leadership & Collaboration
Proven ability to lead high‑performing teams and manage change in complex, matrixed environments.
Strong interpersonal and communication skills with ability to influence cross‑functional partners.
Commitment to service excellence, integrity, and fostering a culture of continuous improvement.
Work Environment & Physical Requirements Office/home office environment. Standard office equipment and keyboards.
EEO Statement Equal opportunity employer. All protected groups, including protected veterans and individuals with disabilities, are encouraged to apply.
AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.
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Base Pay Range: $117,500 – $139,500 per year
Overview Drive scalable, high-impact HR services for ~3,000 employees. Lead design, execution, and continuous improvement of centralized HR support operations.
Why AMN Healthcare
Named to Becker's Top 150 Places to Work in Healthcare for three years running.
Consistently ranked among SIA's Largest Staffing Firms in America.
Modern Healthcare Innovators Award winner.
Joint Commission Gold Seal of Approval holder since 2006.
Key Responsibilities HR Service Center Strategy & Leadership
Own and evolve operating model to ensure high-quality, consistent employee support.
Lead team of HR Specialists resolving Tier 1 and Tier 2 requests.
Establish and monitor SLAs, KPIs, and governance for data accuracy and process adherence.
Contact Center Operations & Performance Management
Plan, monitor, and optimize resource allocation and scheduling based on call volume and business cycles.
Ensure timely resolution of escalated cases, collaborating with COEs, Legal, Payroll, and HRBPs.
Analyze contact center data to identify patterns, develop forecasts, and improve staffing strategies.
Process Optimization & Technology Enablement
Lead cross‑functional initiatives to digitize, streamline, and standardize processes.
Collaborate with HRIS and IT to drive enhancements in Workday, ServiceNow, and other platforms.
Serve as product owner for case management tools and employee knowledge bases.
People Leadership & Capability Building
Hire, coach, and develop a high‑performing team, fostering a culture of service and continuous improvement.
Conduct regular 1:1s and performance reviews to guide development.
Partner with training teams to deliver onboarding and upskilling programs.
Data‑Driven Decision Making
Monitor service trends through case volume reports, first contact resolution, cycle times, and satisfaction metrics.
Develop and present dashboards and executive‑ready reports to leadership.
Translate service data into actionable insights to improve processes and employee engagement.
Enterprise Collaboration & Stakeholder Management
Act as primary liaison between HR Service Center and COEs (Benefits, Compensation, Talent Acquisition, Employee Relations).
Partner with HRBPs to support business‑specific needs and recommend systemic improvements.
Support enterprise HR projects and transformation efforts through execution, change management, and stakeholder education.
Qualifications Education & Experience
Bachelor’s degree in Human Resources, Business, or related field required; Master’s preferred.
7+ years progressive HR experience, 3‑5 years in HR operations or shared services leadership.
Prior experience managing an HR contact center or centralized support function within a mid‑to‑large organization (1,000+ employees).
Technical & Functional Skills
Strong command of HRIS systems (preferably Workday) and case management platforms.
Demonstrated experience in process redesign, automation, and service delivery transformation.
Advanced Excel and reporting skills; comfort with service metrics and analytics.
Proven ability to lead high‑performing teams and manage change in complex environments.
Strong interpersonal and communication skills to influence cross‑functional partners.
Commitment to service excellence, integrity, and continuous improvement.
Leadership & Collaboration
Proven ability to lead high‑performing teams and manage change in complex, matrixed environments.
Strong interpersonal and communication skills with ability to influence cross‑functional partners.
Commitment to service excellence, integrity, and fostering a culture of continuous improvement.
Work Environment & Physical Requirements Office/home office environment. Standard office equipment and keyboards.
EEO Statement Equal opportunity employer. All protected groups, including protected veterans and individuals with disabilities, are encouraged to apply.
AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.
#J-18808-Ljbffr