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Sr HR Ops Services Manager - Direct Access/Team Member Experience Platform

Brooklyn Park, Minnesota
Start date
Apr 4, 2023
Closing date
Apr 6, 2023

View more

Retail / Wholesale
Employment Status
Full Time
About Us:

As a Fortune 50 company with more than 350,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Working at Target means the opportunity to help all families discover the joy of everyday life. Caring for our communities is woven into who we are, and we invest in the places we collectively live, work and play. We prioritize relationships, fuel and develop talent by creating growth opportunities, and succeed as one Target team. At our core, our purpose is ingrained in who we are, what we value, and how we work. It's how we care, grow, and win together.

HR Pyramid Overview:

Target Human Resources is well known for its signature ability to build the very best teams, and we infuse our work with Target's distinctive retail brand by continuously experimenting, evolving and innovating. With the chance to positively impact over 350,000 people worldwide in our stores, distribution centers and headquarters, you'll be a strategic partner to both the leaders and the team members who elevate and nurture the Target guest experience. Our dynamic, passionate and responsive team comprises specialized people-professionals from several diverse disciplines. We operate behind the scenes to create a progressive culture of value, respect, reward and professional advancement.

Working in HR Operational Services, you'll focus on partnering with teams across HR and Technology to develop solutions that maximize the impact process and the enablement of strategies have on the enterprise. With broad understanding of processes across HR, you will set the vision, align on the roadmap and mobilize teams to deliver needed outcomes. Given most HR strategies have an operational impact, you will also serve as a trusted resource to guide other partners in their solutions to ensure the success and integrity of end-to-end deliverables.

Core responsibilities
  • Responsible for the Global Team Member Experience (TMx) Platform HR strategy, administration and efficiency of data transactions, processes and workflow execution. Develop, implement and operationalize easy-to-use, innovative, and Team Member-focused programs, processes, and technologies enabling HR, Leader and Team Member direct access
  • Identifies process automation opportunities, evaluates impacts and develops solutions for process improvement through the use of the TMx Platform; works with HR COEs, HR Business Partners & HR Team Member Experience teams
  • Develops and maintains standard operating procedures for TMx Platform case management and content/knowledge management, ensures governance (Portal, Case, Content/Knowledge). Accountable to maintain and improve our operations to uphold governance
  • Accountable for TMX metrics:
  • Position Workday as the integrated consumer grade digital HR platform ​by implementing Workday Help Center in order to increase Team Member, HR, Leader direct access utilization, monitoring all TM & HR Support Services interactions to drive effective service support
  • Build effective reporting solutions capturing traffic, engagement and content effectiveness insights while integrating with case management, workflow and chat data points
  • Develop and deploy integrated workflow to support HR specialized teams and measure effectiveness
  • Direct Access/Self Service Case, Content/Knowledge Management utilization, accuracy
  • Voice of Customer Metrics (robust management of feedback from users, acting on feedback and driving improvement)
  • Collaborate with process owners, product owners and capability owners/SMEs to design the elevate the TMX; effectively measure and elevate the performance of TMx solutions
  • Influence design by utilizing expertise or by fostering discussions to make enterprise decisions that are consistent and streamlined across all locations.
  • Leverage HR experience, key performance metrics and partner insight to evaluate and prioritize enhancements. Continually seeks to understand the outcome of processes to evaluate if expectations are being met.
  • Serve as the connection point between HR Technology and HR business partners
  • Leadership Responsibility
  • Reports to: Sr. Director, HR Operational Services
  • Accountable for the Direct Access Service Delivery Team
    • People reporting to this role: Content Sr. Manager (L6); Case Management/Workflow Sr. Manager (L6); Case Management/Workflow Manager (focused on Admin, documentation) (L5); Case Management/Content Management Reporting (focused on utilization) (L5); Support Team Members (4)
  • Provides tactical and strategic leadership for the team
  • Accountable for inspirational and influential leadership
  • Provides performance feedback, coaching, mentorship and leadership development to team members
  • Responsible for the selection, interview and hiring process for team members
  • Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

About you
  • Prior people leadership experience, required
  • Strategic, HR Digital platform experience, preferred
  • 4 year degree or equivalent work experience
  • Eight to ten years related work experience
  • Workday experience, required
  • Strong working knowledge of HR functions, systems, processes and procedures and understanding of the HR ecosystem
  • Influential and inspirational leadership; models and positively influences team members to adopt changes, solve problems and achieve results as a team
  • Proven experience in building trust and collaborating with partners across functional groups, as well as skillfully leverages and values unique capabilities of team members
  • Actively addresses impact of learnings, demonstrates continuous improvement and strong ability to identify, define and resolve ambiguous problems
  • Builds and cultivates strong, mutually supportive relationships across and beyond HR
  • Exceptional commitment to innovation and collaboration
  • Demonstrated ability to think critically and deliver results
  • Excellent verbal and written communication skills

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.


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