HR Operations Tier 2 Manager

The HR Tier 2 Manager leads a team of HR specialists responsible for resolving complex employee and manager inquiries, providing advanced case management support, and delivering high‑quality HR services across multiple functional areas. This role ensures consistent service delivery, drives process improvements, and partners with HR Centers of Excellence (COEs), HR Business Partners (HRBPs), and Tier 3 subject‑matter experts to support seamless end‑to‑end HR operations.

Essential Duties & Responsibilities

Service Delivery & Case Management

• Oversee the day‑to‑day operations of the Tier 2 HR support team, ensuring timely and accurate resolution of complex HR inquiries and cases.
• Monitor service levels, case quality, and response times to meet established SLAs and deliver a positive employee experience.
• Serve as an escalation point for high‑complexity or sensitive issues, ensuring appropriate guidance and resolution in partnership with HRBPs, Legal, and COEs.
• Ensure all documentation complies with internal controls, regulatory requirements, and audit standards.

Team Leadership & Development

• Lead, coach, and develop a high‑performing Tier 2 HR team, fostering a culture of accountability, service excellence, and continuous learning.
• Provide regular feedback, performance assessments, and development opportunities to support skill progression and career growth.
• Build team capability in case-handling, policy interpretation, systems knowledge, and customer service.

Process Improvement & Operational Excellence

• Identify trends, root causes, and recurring issues to recommend process enhancements and knowledge-base updates.
• Partner with Tier 1, Tier 3, and cross‑functional stakeholders to streamline workflows, reduce handoffs, and improve overall service efficiency.
• Lead or support projects related to HR service center optimization, automation, and continuous improvement.

Partnership & Collaboration

• Collaborate with HRBPs and COEs (Talent, Compensation, Benefits, ER, etc.) to ensure accurate interpretation of policies and consistent application across teams.
• Support the implementation of new HR programs, policies, and system changes by preparing the Tier 2 team with training, guidance, and communication.
• Provide insights and reporting to HR leadership on case trends, risks, and employee experience opportunities.

Data Integrity & Compliance

• Ensure case data, employee records, and transactions meet accuracy standards and audit requirements.
• Support compliance activities, including documentation management, record retention, and adherence to regional employment regulations.

• Partner with Legal and Compliance teams as needed on sensitive matters

Required:

• 5–8 years of experience in HR operations, shared services, employee relations, or related HR functional roles.
• Experience managing or coaching an HR service delivery team preferred.
• Strong understanding of HR policies, processes, and regional employment practices.
• Skilled in case management systems, HRIS platforms, and workflow technologies.
• Ability to interpret policies, analyze trends, and provide detailed, practical guidance.
• Strong communication, problem‑solving, and conflict‑resolution skills.
• Ability to manage high-volume workloads and prioritize effectively in a dynamic environment.
• Demonstrated commitment to confidentiality, accuracy, and high‑quality service delivery.
• Experience with digitization and automation of processes and workflows
• Workday and ServiceNow experience a plus..

WD is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal” poster. Our pay transparency policy is available here.

WD thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

WD is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Based on our experience, we anticipate that the application deadline will be 7/10/26, although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline.

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Compensation & Benefits Details

• An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
• The salary range is what we believe to be the range of possible compensation for this role at the time of this posting.  We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York.  This range may be modified in the future.
• If your position is non-exempt, you are eligible for overtime pay pursuant to company policy and applicable laws.  You may also be eligible for shift differential pay, depending on the shift to which you are assigned.

• You will be eligible to be considered for bonuses under either WD’s Short Term Incentive Plan (“STI Plan”) or the Sales Incentive Plan (“SIP”) which provides incentive awards based on Company and individual performance, depending on your role and your performance. You may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to WD's Standard Terms and Conditions for Restricted Stock Unit Awards.

• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program; employee stock purchase plan; and the WD Savings 401(k) Plan.
• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Notice To Candidates: Please be aware that WD and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to WD Ethics Helpline or email [email protected].