HR Manager Service Operations Improvement (Hybrid)

$96,000 - $200,000/Yr

Raytheon Technologies - Greenville, TX

Part-time,Full-time - Mid Level

Greenville, TX

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The HR Manager for Service Operations Improvement at RTX Corporation is responsible for enhancing operational workflows and improving the overall employee experience within the service delivery processes. This role involves managing a team that identifies bottlenecks, implements process improvements, and collaborates with various stakeholders to optimize service delivery across HR, Payroll, and other operational areas. The position requires a strategic mindset and strong leadership skills to drive efficiency and customer satisfaction in a hybrid work environment.

Responsibilities

• Manage a team that identifies and addresses bottlenecks in operational workflows by analyzing case data and streamlining processes.
• Implement process improvements to optimize workflow and prevent future backlog accumulation.
• Collect data points to identify automation opportunities throughout the Case Life cycle and Service desk processes.
• Collect survey feedback and implement actions to improve services, tools, and end user experience.
• Partner with service owners to enhance customer experience and address service impacts.
• Manage routing issues and resolve knowledge base or assignment group issues.
• Translate and summarize data into common themes and actionable problem statements.
• Perform After Action Reviews (AARs) and Root Cause Analysis (RCAs) to identify lessons learned and improvement opportunities.
• Develop, implement, and maintain process documentation, standard operating procedures, and best practices.

Requirements

• Typically requires a University Degree in Computer Science, Information Technology, Business Administration, or related field and minimum 8 years prior relevant experience, or an Advanced Degree in a related field and minimum 5 years experience.
• Minimum 2 years in a managerial position.
• Proficient managing, querying, and reporting in ServiceNow.
• Proficiency in Microsoft Office suite software applications.
• U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations.

Nice-to-haves

• Ability to work in a large and matrixed corporate environment.
• Ability to work with, and influence, all levels of management.
• Excellent written and verbal communication skills.
• Experience in Performance Analytics within ServiceNow.
• Customer service oriented.
• Strong time management and prioritization skills.
• Energetic with an excellent work ethic.
• Desire and ability to quickly learn and apply new concepts.
• Project and program management planning and organizational skills.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Parental leave
• Educational assistance
• Child/adult backup care