[Remote] Manager, H2R Operations Delivery & BPO Management

Note: The job is a remote job and is open to candidates in USA. Altria is seeking a Manager to oversee delivery of employee lifecycle transactions performed by a managed service provider. The role governs provider performance, service levels, issue resolution, controls, and continuous improvement while partnering with HR, technology, compliance, and audit stakeholders.

Responsibilities

• Own and govern end-to-end H2R Operations processes across the employee lifecycle, including employee movement, data updates, and separation/offboarding, across both retained and MSP-delivered work
• Own the ongoing relationship and governance routines with the MSP HR Operations and Contact Center teams, including performance/SLA monitoring, corrective action plans, and continuous improvement of how work is transitioned and delivered
• Define and enhance the mechanics of how work gets done by the MSP (ex: escalation intake and resolution paths) to ensure efficiency and effectiveness
• Serve as the secondary escalation point for complex, high-risk issues, balancing employee experience, compliance, and efficiency
• Lead standardization and continuous improvement of H2R processes to support scalability, automation, and AI enablement
• Partner with technology teams to advance SuccessFactors Employee Central and ServiceNow HRSD enhancements aligned to process outcomes
• Act as control owner for key SOX controls, ensuring data accuracy, audit readiness, and effective governance across H2R Operations
• Lead and develop team members, fostering a culture of operational excellence, ownership, and thoughtful risk management

Skills

• Are you experienced in leading outsourced HR operations through a managed service provider (MSP) or business process outsourcing (BPO) model?
• Have you been accountable for service delivery quality, operational controls, escalations, and continuous improvement of high-volume administrative and transactional work?
• Deep experience managing vendor-delivered operations, including performance governance, SLA management, issue resolution, service recovery, operational reporting, transition of new scope, and continuous improvement
• Bachelor's degree in Business, Human Resources, Information Systems, or a related field
• 7+ years of experience leading HR shared services or HR operations
• At least 2 years' experience managing an outsourced service provider (MSP) or in a business process outsourcing (BPO) model
• Demonstrated success managing outsourced service providers responsible for high-volume administrative and transactional work
• Experience leading operational reviews, root-cause analysis, corrective action planning, and continuous improvement initiatives
• Strong understanding of employee lifecycle transactions, case management, data maintenance, and HR service delivery operations
• Experience working with enterprise HR technology platforms such as SuccessFactors Employee Central and ServiceNow HRSD
• Demonstrated experience in HR Operations process optimization and standardization at enterprise scale
• Strong analytical and process-design skills, translating complexity into clear, actionable decisions
• Sound judgment and comfort making risk-based decisions in ambiguous, high-stakes situations
• Prior people leadership experience with strong stakeholder-influencing skills across HR, technology, and service providers
• This position is not eligible for sponsorship

Benefits

• 15 days of paid time off, 13 paid holidays, and 2 floating holiday days
• 37.5-hour workweek
• Annual merit increases
• Performance bonus
• 401(k) matching from day one
• Deferred Profit Sharing, with an annual company contribution equal to 13%–17% of base salary
• Student loan repayment assistance
• Professional development stipends for attending a conference or gaining a new certification
• Comprehensive medical, dental, and vision coverage for you and your family
• Paid parental and bonding leave
• Wellness programs
• Paid volunteer days
• Remote work arrangements

Company Overview