Operations Coordinator

Contract Remote Role | People / Employee Service Coordinator

Duration: 6 months contract with possible extension

Pay range: $21 - 23.41/hour on w2

*** is searching for a collaborative individual who empathizes with the needs of employees and is proficient in resolving obstacles that may emerge. You have a steadfast dedication for delivering excellent service and are an expert in effectively prioritizing tasks while maintaining quality and attention to detail.

In this role, you'll contribute to
*** success by delivering a best‑in‑class support experience to employees. You'll tackle queries across all functional areas - HR, Compensation, Benefits, Workforce Management, and more - while ensuring our intranet remains updated. Your involvement will be pivotal in establishing scalable processes for employee support, playing a crucial role in our ongoing success.

• Partner with stakeholders from all employee support teams (Payroll, Benefits, Compensation, Talent Success, IT, Legal, etc.) to assist in answering a broad range of employee questions using a shared services support model.
• Serve as the first point of contact for employee inquiries in Service Now, responding to and resolving cases within SLA on a variety of topics (onboarding, benefits, time off, payroll, company policies, Workday support, offboarding).
• Maintain cases in your Service Now queue and effectively manage communications with employees, meeting case closure and SLA adherence goals.
• Prepare and complete time-sensitive documents, forms, letters, and paperwork accurately and route them to appropriate teams for further processing in a timely manner. This includes I-9s, personnel files, employment verifications, unemployment claims, and offboarding paperwork.
• Complete weekly and monthly audits with a strong level of accuracy and attention to detail.
• Apply the highest level of confidentiality regarding sensitive information and employee records.
• Demonstrate proven ability to effectively partner with other teams and stakeholders.
• Be a champion of the Employee Service Center model by guiding employees to our company intranet and AI-powered agent for self-service, identifying gaps in self-service content and providing suggestions as needed.
• Perform other duties or special projects of a similar nature as assigned.

• You have 1+ years of HR-related experience (could include HR exposure through classes or coursework).
• You possess excellent written and verbal communication skills - you can deliver both good and bad news in a professional, compassionate manner.
• You have outstanding problem solving skills and a strong focus on customer satisfaction.
• You have an eye for process improvement - you leave it better than you found it.
• You can work collaboratively in a fast‑paced, team‑oriented environment while quickly adapting to evolving processes, policies, and technological advancements.
• You are a self‑starter who can work reliably in a remote setting.
• You have high attention to detail and the ability to maintain flawless accuracy.
• You have an understanding of HR processes and systems, including Service Now HRSD and Workday (preferred).

• Acts as the first point of contact for all employee HR inquiries.
• Supports a broad range of HR topics including:
  • Onboarding
  • Benefits
  • Payroll
  • Equity
  • Leaves
  • Offboarding
• 90% of the role is case management in Service Now.

• Manage and resolve approx. 225 Service Now cases per month.
• Resolve or triage cases as appropriate.
• Support occasional ad hoc HR projects.
• Utilize training resources, documentation, SOPs, and internal references to resolve inquiries.

• 1+ year of HR related experience OR HR coursework exposure.
• Strong written and verbal communication skills.
• Customer service background (phone- or queue based environments are ideal).
• Problem solving mindset and ability to work independently.
• Self starter who can navigate documentation to resolve roadblocks.

• Prior queue-based case management experience.
• Experience using an HR case management tool (Service Now preferred).
• Workday or other HRIS exposure.