Senior Manager, Employee Services

Senior Manager, Employee Services

The Senior Manager, Employee Services leads the HR Service Center's employee support functions, driving a consistent, positive, and employee-centered experience. This role focuses on transforming how employees engage with HR services, fostering a high-performing service culture, and ensuring seamless support across the employee lifecycle.

Essential Duties and Responsibilities

• Oversee Tier 0 (self-service, knowledge base, virtual agent) and Tier 1 (front-line HR support) operations within the HR Service Center.
• Champion a service-oriented culture focused on empathy, ownership, accountability, and continuous improvement.
• Lead initiatives to drive service quality standards, employee satisfaction, and positive customer experiences.
• Mentor and develop service teams to foster engagement, performance, and professional growth.
• Define, track, and report on service performance metrics (SLA compliance, first contact resolution, employee satisfaction).
• Collaborate with HR leadership, COEs, and Employee Data Management teams to align service delivery with enterprise goals.
• Implement feedback mechanisms to continuously improve service delivery and employee experience.
• Partner with technology teams to enhance self-service capabilities, case management tools, and knowledge resources.

Qualifications

A. Required Qualifications

B. Preferred Qualifications

C. Knowledge, Skills and Abilities

Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office : This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Office location : Houston, TX (Hybrid Schedule)

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.