HR Shared Services Operations Lead

Key Responsibilities

Advanced Ticket Management and Resolution

• Serve as a subject matter expert, analyzing and providing expert guidance for complex or escalated tickets that are beyond the scope of Tier 1 support.
• Take ownership of high-priority and complex tickets from initial escalation through to final resolution, ensuring all issues are handled with accuracy and a sense of urgency.
• Proactively monitor ticket queues, emails, and other communication channels to identify and address potential operational challenges before they impact service delivery. Act as a conduit between Kohl’s and Sephora partners across the organization

HR Operational Workflow Management

• Manage and support HR operational workflows within HR System, including onboarding, position management, transfers, promotions, offboarding etc.
• Collaborate with HR Business Partners (HRBPs) and other functional teams to resolve intricate issues and ensure a seamless, coordinated approach to HR service delivery.
• Establish and enforce best practices and standard operating procedures (SOPs) for ticket resolution and operational workflows.
• Serve as the primary point of contact for all escalations from the Tier 1 teams, and ensure they receive the necessary training to handle common issues and improve their skills.

Process Improvement and Root Cause Analysis

• Investigate the root causes of recurring issues and operational challenges to identify systemic problems rather than just treating the symptoms.
• Identify and document gaps in existing processes, workflows, and systems. Proactively provide detailed feedback and recommendations to the systems and leadership teams for improvement.
• Actively participate in HR Ops projects, contributing insights and expertise to help design and implement new processes, tools, or systems.

Qualification & Requirements

• 5+ years of experience in HR Shared Services, HR Operations, or a similar HR role.
• Expertise with HR systems (HRIS platforms like SAP SuccessFactors; case/ticketing systems such as ServiceNow or Jira).
• Strong analytical skills with advanced Excel (pivot tables, VLOOKUP) and experience using HR data to create reports and identify trends.
• Solid knowledge of core HR processes, including onboarding/offboarding, position changes, benefits administration, payroll, and employee data integrity.
• Excellent communication skills with a customer-service mindset, balancing professionalism, empathy, and responsiveness.
• Strong problem-solving abilities, attention to detail, and time management skills to thrive in a high-volume, fast-paced environment.
• A collaborative approach to working with HRBPs, HRIS, IT, and other cross-functional partners.
• A Bachelor’s degree in Human Resources or related field (HR certifications such as SHRM-CP or PHR are a plus).

Benefits

The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.

Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program. This job will be posted for a minimum of 5 days.