Job Description:

Position Summary

Resolves complex employee transactions and process escalations across core HR operations. Leverages data to identify administrative friction, remove manual handoffs, and streamline workflows. Diagnoses recurring process errors to equip managers with targeted self-service tools and guidance.

Primary Responsibilities

Case Management & Operational Support (60%)

• Process complex transactional changes, including status shifts, retro updates, reinstatements, and 90-day layoffs.
• Resolve specialized operational tasks, including I-9 issues, license tracking, minor labor permits, penalty pay adjustments, and policy documentation.
• Serve as the primary point of contact for complex Tier-1 inquiries to ensure end-to-end resolution.
• Facilitate facility tours, provide M&A transactional onboarding assistance, and administer the Tuition Assistance program.

Workflow Optimization & Data Analysis (20%)

• Evaluate operational touchpoints across stores, corporate offices, and employees to remove bottlenecks and streamline transactions.
• Track inquiry trends, call volume drivers, and resolution times to present actionable recommendations to leadership.
• Apply independent judgment to resolve complex operational issues and address ineffective processes.

Root-Cause Resolution & Manager Empowerment (20%)

• Analyze repeat errors, policy misinterpretations, and inaccurate submissions to identify root drivers.
• Partner with HR support teams to share performance insights and recommend targeted training or self-service resources.
• Drive manager self-sufficiency by establishing clear service delivery boundaries and promoting scalable support channels.

Minimum Qualifications

Education & Experience

• Bachelor’s degree in Human Resources, Business Administration, or equivalent practical experience.
• SHRM-CP or PHR certification preferred.
• 2–4 years of progressive HR Generalist experience in a multi-unit retail, hospitality, or distributed workforce environment strongly preferred.

Technical Skills & Knowledge

• Strong knowledge of core HR disciplines and multi-state employment laws and regulations.
• Strong analytical and problem-solving skills.
• Proficiency with Google Suite.

Key Competencies

• Communication: Clear written and verbal communication skills; strong draft and proofreading abilities.
• Adaptability: Ability to prioritize and manage multiple topics in a fast-paced environment.
• Decision-Making: Sound discretion to evaluate issue criticality, escalation urgency, and required stakeholder involvement.
• Collaboration: Strong cross-functional teamwork with the ability to influence and guide field leaders without direct authority.
• Confidentiality: High degree of discretion in handling sensitive personnel matters.

Work Environment & Physical Demands

• Setting: High call-volume office setting performing non-manual work.
• Physical: Primarily desk-based; requires frequent computer, keyboard, and phone use.
• Travel: Occasional travel required.

For full time positions after eligibility criteria are met, benefits include:

• Quarterly Bonus
• Medical, dental, vision, and life insurance
• Company-funded retirement plan
• Paid time off
• Short- and long-term disability
• Employee discount
• Tuition Assistance

Benefits are subject to change at any time and governed by plan documents and Company policy. Higher minimum wage applies in applicable locations.

This job description is not all inclusive and is subject to change. Additional duties, responsibilities, and tasks may be assigned, as necessary. Employment remains “AT WILL” at all times.