• Job Description

  Req#: R115392
  Why choose between doing meaningful work and having a fulfilling life? At MITRE, you can have both. That's because MITRE people are committed to tackling our nation's toughest challenges—and we're committed to the long-term well-being of our employees. MITRE is different from most technology companies. We are a not-for-profit corporation chartered to work for the public interest, with no commercial conflicts to influence what we do. The R&D centers we operate for the government create lasting impact in fields as diverse as cybersecurity, healthcare, aviation, defense, and enterprise transformation. We're making a difference every day—working for a safer, healthier, and more secure nation and world. Our workplace reflects our values. We offer competitive benefits, exceptional professional development opportunities for career growth, and a culture of innovation that embraces adaptability, collaboration, technical excellence, and people in partnership. If this sounds like the choice you want to make, then choose MITRE - and make a difference with us.
  Department Summary:
  The Senior Manager of the Human Resources Service Center (HRSC) is a pivotal leadership opportunity within MITRE's Human Resources Operations Department. The Sr. Manager, HRSC is responsible for providing leadership and management of MITRE’s HR Shared Services and People Operations team. This includes the Human Resources Service Center (“HRSC”), which provide employee and manager services, and oversight of human resources compliance at MITRE.
  This is a dynamic and transformative time to join MITRE, as we are actively modernizing our HR shared services and enhancing people operations to drive innovation and efficiency. The leader must be empathic and pragmatic; balancing organizational and team needs, and employee experience to create an environment that ensures consistently high-quality work. While evolving and designing processes that are effective and efficient, the Sr. Manager, HRSC will be expected to implement and/or recommend best practices and improvements across Human Resources and our technology.
  The ideal candidate for this position must have a mindset for designing programs and processes best suited for the end user. In addition, this position is responsible for the evolution of MITRE’s HRSC tier-based service model, including the likely implementation of ServiceNow and other technologies, and use of automation and integration of data.
  Reporting to the Director of HR Operations, this job is responsible for the direct management of three managers, consisting of a full team of approximately 20 professionals.
  Roles & Responsibilities:
  The primary responsibilities of the Sr. Manager, HRSC are:
  • Lead, coach, manage and develop a high-performing Human Resources Service Center Team, driving excellence in service delivery across all employee lifecycle transactions
  • Oversee the delivery of tier 0 through 2 HR transaction support services, establishing employee trust and ensuring high-quality experiences.
  • Collaborate with HRIT (Human Resources Information Technology), Centers of Excellence (COEs), and HR Business Partners to provide optimized and consistent HR experiences, processes, and outcomes for MITRE employees.
  • Implement, own, and maintain case management and knowledge management tools that strike a balance between delivering opportunities for AI-driven self-service case deflection and traditional case management tracking functions.
  • Define KPIs (Key Performance Indicators), SLAs (Service Level Agreements), and employee satisfaction metrics to drive accountability and performance.
  • Identify root causes of recurring issues and leverage data and employee feedback to inform systemic solutions.
  • Act in partnership with HR leaders as needed to resolve conflicts or questions and serve as the People Operational subject matter expert for MITRE.
  • Drive ongoing improvements through standardizing, consolidating, and automating processes. Identify problem areas in service delivery processes, troubleshoot issues and recommend solutions. Work across the HR leadership team to plan and execute changes or improvements.
  • Employ human resources governance practices to protect the business, including legal and regulatory compliance.
  • Stay abreast of current issues and upcoming trends in Shared Service Operations, providing recommendations for consideration to the Director.
  • Partners with HR Business Partners to develop and understand operational issues and evolve team capabilities and solutions to meet business needs.
  • Support of HR transactions and shared service operations across division, including pay and performance, benefits, relocation, talent mobility, talent management, onboarding, talent development, learning and development
  • Knowledge and support of operations of Absence Management and time tracking and submission in partnership with a third-party vendor.
  Basic Qualifications:
  • Requires a minimum of 12 years of related experience with a bachelor’s degree; or 10 years and a master’s degree; or equivalent combination of related education and work experience.
  • At least 3 or more years of management experience in the human resources field.
  • Strong experience in change management and driving organizational transformation.
  • Experience in resolving conflicts and serving as a subject matter expert in shared service operations.
  • Hands-on experience with HRIS platforms, specifically Workday.
  • Exceptional written and verbal communication skills and sound influential skills
  • Knowledge of automation tools and integration of HR data.
  • Demonstrated strong analytical skills to assess service delivery gaps, evaluate processes, and develop and implement effective solutions that drive operational efficiency and improve employee experience.
  • Proven ability to standardize, consolidate, and automate HR processes.
  • Experience partnering with other corporate functions to support shared services operations with a proven ability to partner with HR Business Partners, Centers of Excellence (COEs), and HRIT teams to optimize processes and outcomes.
  • Ability to effectively manage several objectives simultaneously while prioritizing and driving strategic plans.
  • This position requires a minimum of 50% hybrid on-site.
  Preferred Qualifications:
  • Experience in government contracting, professional services, and/or high-tech organization.
  • Experience designing HR programs and processes with a focus on end-user experience.
  • Familiarity with emerging HR technologies and tools, including AI-driven automation and data analytics platforms.
  • Experience supporting HR transactions and operations across multiple functions, including pay and performance, benefits, relocation, talent mobility, onboarding, and learning and development.
  • Knowledge of absence management and time tracking systems, including partnerships with third-party vendors.
  • Experience managing HR operations in a global or multi-location environment.
  • Professional HR certifications such as Workday Pro, SHRM-SCP, SPHR, or equivalent.
  This requisition requires the candidate to have a minimum of the following clearance(s):
  None
  This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s):
  None
  Work Location Type:
  Hybrid
  It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
  
  Commitment to Non-Discrimination
  All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local or international law.
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  Benefits information may be found here.
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• About the company

  The Mitre Corporation is an American not-for-profit organization based in Bedford, Massachusetts, and McLean, Virginia.

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