Are you ready to join a growing, dynamic company? Keurig Dr Pepper is a modern beverage company, with more than 125 brands people know and love. We challenge the usual and always push beyond the expected. We are building a culture that is our competitive advantage – one that is growth focused, change resilient, collaborative, innovative, nimble, diverse, and inclusive.Are you ready to do impactful work? You’ll coach and mentor team members. You’ll create and implement ambitious people strategies. You’ll play an important leadership role in our diversity & inclusion efforts. You’ll work collaboratively with business partners and Centers of Excellence to deliver solutions that propel the business forward.Are you ready to grow? Here’s what will make you successful at KDP! We love passionate, courageous HR people who work with agility and are excited by new challenges. You’ll need consulting and influencing skills, a team-first, entrepreneurial spirit, business insight and analytical capability, and a heart for supporting the needs of our employees.Will you be the next member of our talented team? If you’re ready, here’s more about the job!The HR Operations Manager is part of the myHR team, a world-class, value-added, and customer-focused team that works in partnership with other functions to design innovative solutions that deliver the best associate experience and enable our HR teams and associates to focus on the highest-value work through operational excellence, technology and analytics. The HR Operations Manager is an exciting role responsible for providing day-to-day management and support to the myHR US Team. Success in this role will be measured by customer satisfaction, team engagement and retention, efficiency and productivity improvement and collaboration effectiveness.Your Responsibilities will include:
Strategic Leadership: Effectively execute on myHR strategy and roadmap, ensuring strong linkage between strategy and overall goal to drive exceptional employee experiences and improved operational effectiveness. Champion the myHR service offering within the HR Function and with the broader enterprise.
Data and Analytics: Own myHR US performance metrics and drive rigorous management of KPIs and generate actions to improve service levels.
Case Management:
Manage inbound cases in Service Now; review and categorize cases by service level and assign to the appropriate work group; monitor case distribution to ensure even allocation amongst team members; monitor aging cases and drive to resolution.
Ensure accurate and timely processing of HR transactions and response to employee needs.
Hold partners and vendors accountable to established service level agreements (SLAs). Educate HRBPs and COEs on case management best practices
Team Management, Development & Engagement:
Organize workflow and team member rotations by managing the weekly schedule/calendar.
Provide leadership and consultative support to the team on cases resolution
Serve as point of escalation for highly complex cases that require COE support and subject matter expertise
Manage performance including skills development, quality audits and attendance
Drive positive team engagement.
Project & Process Management: Lead and/or participate in small to medium process improvement initiatives that require a basic working knowledge of project management.
Process Documentation: Own Standard Operating Procedures (SOPs) for all myHR US services. Define step-by-step solutions to myHR processes and maintain continuous improvement of such processes.
HR Compliance: Liaison with HR Business Partners and specialists to help team interpret and respond to inquiries on HR policies and procedures during the full employee lifecycle. Adhere to documented procedures in executing strategy and ensures compliance to applicable regulations.
Work Schedule:This role is available hybrid (2/3) or 100% onsite. Core hours are 8:00 AM – 5:00 PMTotal Rewards:
Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
Annual bonus based on performance and eligibility
Requirements:Education & Experience:
Bachelor’s Degree in Human Resources, related field, or professional experience equivalent; Master's Degree preferred
A minimum of 6 years of progressive experience in HR function or related capacity within fast-paced and matrix organizations
Familiarity with HRIS and Contact Center systems; Workday and ServiceNow preferred
Advanced skills using Microsoft Office Suite (Work, Excel, PowerPoint, Outlook, Teams
Successful candidates will also demonstrate these additional qualifications:
Proven ability to understand business goals, implement and propose new approaches and procedures to improve productivity and develop the myHR function
Proven ability to analyze trends, data, and leverage organization statistics and performance to influence the HR operations strategy and roadmap.
Proven ability to manage and develop high-performing teams. Able to engage in fearless and fair conversations to hold team members and partners accountable for established service level agreements.
Proven bias for action as evidenced through proactive, innovative and value-creating solution implementation
Proven ability to navigate ambiguity within a complex, dynamic and rapidly changing business environment. Ability to balance competing priorities to include managing “business as usual” queue levels while maintaining team capacity for special projects.
Success in leading and managing projects,
Ability to build and manage strong, collaborative working relationships, champion the myHR brand/team and carry high credibility with cross-functional teams
Company Overview:Keurig Dr Pepper (NASDAQ: KDP) is a modern beverage company with a bold vision built to deliver growth and opportunity. We operate with a differentiated business model and world-class brand portfolio, powered by a talented and engaged team that is anchored in our values. We work with big, exciting beverage brands and the #1 single-serve coffee brewing system in North America at KDP, and we have fun doing it!Together, we have built a leading beverage company in North America offering hot and cold beverages together at scale. Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation, and growth. Will you join us?We strive to be an employer of choice (https://careers.keurigdrpepper.com/) , providing a culture and opportunities that empower our team of 28,000 employees to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.105638Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.
