Sr. Manager, HR Service Center – US
Job Description
JOB DESCRIPTION:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:
Career development with an international company where you can grow the career you dream of .
Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
As Sr. Manager, HR Service Center (US), you will lead regional service center operations and play a key role on the Global HR Services (GHRS) leadership team. You’ll drive strategy, operational excellence, and a high-touch, concierge-level employee experience while partnering across HR and business leaders to deliver seamless, high-quality service. This is a highly visible role focused on innovation, transformation, and elevating the overall HR service model.
What You’ll Work On
Lead end-to-end operations of the HR Service Center, ensuring delivery against KPIs, service levels, and customer experience standards
Drive GHRS strategy and transformation initiatives, including scope expansion, process harmonization, and M&A integration support
Act as the primary escalation point and trusted advisor for HR stakeholders, business leaders, and service center team members
Build and maintain strong cross-functional partnerships with BHR, Practice Centers, payroll, legal, finance, and IT (BTS)
Champion a culture of excellence aligned with the GHRS vision, emphasizing collaboration, recognition, and continuous improvement
Monitor workforce management, performance metrics, and quality standards across calls, cases, and workflows
Lead stakeholder engagement efforts, providing insights through data (employee experience, ticket trends, satisfaction surveys)
Develop and execute talent strategies, including attracting, onboarding, developing, and retaining a high-performing team
Identify opportunities to improve processes, systems, and service delivery while ensuring regulatory compliance and business continuity
Proactively assess and mitigate operational risks while fostering a strong compliance mindset
Required Qualifications
Bachelor’s degree in Business, Human Resources, or related field
10+ years of experience in HR or related field, including at least 6 years in a people leadership role
Experience leading HR shared services or service center operations
Proven ability to operate within global, matrixed organizations and across diverse cultures
Experience with HR technologies such as contact center platforms, CRM/service ticketing tools, and Workday or similar HRIS
Strong leadership capabilities including strategic thinking, influencing, and driving results
Demonstrated success in stakeholder management, problem-solving, and operational excellence
Excellent communication skills in English (written and verbal)
Preferred Qualifications
Master’s degree or MBA
Experience leading large-scale HR transformation or service delivery optimization initiatives
Strong background in employee experience design and service innovation
Demonstrated ability to lead through ambiguity and drive continuous improvement
Experience managing budgets and financial accountability within a service organization
Coaching and mentorship experience with a focus on developing high-performing teams
High emotional intelligence with strong cultural awareness and relationship-building skills
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
$129,300.00 – $258,700.00In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
HR Operations
DIVISION:
CHR Corporate Human Resources
LOCATION:
United States > Abbott Park : AP52
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf