Senior Manager of ESC

ExtensisHR, one of the largest Professional Employer Organizations (PEOs) in the U.S. with client employees in all fifty states, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the growing PEO & HRO industry, we are interested in talking to you. Our renowned industry leadership in customer service starts with our people. You can contribute to delivering on our brand promise of helping organizations succeed through our people-first approach in solving customer’s ever-evolving HR needs. Our HR offerings include personalized services for HR, employee benefits, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $3 billion in employment-related costs annually—and we are growing every day.

For more information about the company visit www.ExtensisHR.com.

As the Senior Manager of ESC, you are a collaborative and results-driven leader with a passion for delivering exceptional service experiences. With a strong background in benefits administration, employee support services, and service center operations, you excel at leading high-performing teams, driving service excellence, and resolving complex client and employee inquiries. You are skilled at leveraging data and performance metrics to coach teams, improve operational efficiency, and foster a culture of continuous improvement and accountability. You build strong cross-functional partnerships across the organization, ensuring seamless service delivery, consistent communication, and an outstanding customer experience while maintaining compliance and operational excellence.

• Lead and oversee the daily operations of the Employee Solutions Center (ESC), ensuring timely, accurate, and high-quality employee support.
• Lead, coach, and develop ESC leaders and HR professionals; establish clear accountabilities, performance expectations, succession plans, and development opportunities.
• Define and execute the ESC service strategy, operating model, priorities, service standards, and roadmap in alignment with organizational goals and the employee experience.
• Own the contact center performance framework, including service level, speed of answer, abandonment, first-contact resolution, quality, customer satisfaction, case backlog, accuracy, productivity, and escalation trends.
• Establish workforce management practices for demand forecasting, capacity planning, scheduling, workload balancing, queue management, and contingency coverage across channels.
• Lead end-to-end process enhancement using contact center insights, journey mapping, root-cause analysis, workflow redesign, standardization, automation, and measurable benefit realization.
• Own the ESC knowledge management strategy and governance, including content standards, subject-matter-expert ownership, review cadence, version control, searchability, usage, and feedback loops for internal and self-service knowledge.
• Partner with HR Centers of Excellence, Payroll, Benefits, Legal, Compliance, IT, and business leaders to resolve cross-functional issues, clarify ownership, reduce avoidable contacts, and improve upstream processes.
• Provide business ownership and operational oversight for contact center and service technologies, including telephony or cloud contact center platforms, interactive voice response, skills-based routing, call recording, quality management, workforce management, case management, customer relationship management, knowledge tools, analytics, self-service, chat, and automation.
• Translate business requirements into technology enhancements; participate in evaluation, selection, implementation, testing, adoption, optimization, vendor management, release readiness, and post-launch performance monitoring.
• Use interaction, case, quality, and customer feedback data to identify trends, recurring demand, failure points, training needs, policy opportunities, and technology improvements; present clear recommendations and outcomes to senior leadership.
• Oversee quality assurance and coaching practices, including interaction monitoring, calibration, service recovery, trend reporting, and targeted learning plans that improve consistency and customer outcomes.
• Oversee case management governance, documentation standards, data quality, reporting, records handling, and appropriate escalation protocols.
• Ensure compliance with federal, state, and local employment laws, company policies, privacy expectations, and applicable controls across ESC processes and interactions.
• Lead change management for new processes, policies, technologies, and service channels, with clear communication, training, adoption measures, and reinforcement plans.
• Build business continuity and incident-response procedures for service interruptions, volume spikes, technology outages, and other operational risks.
• Foster a culture of accountability, collaboration, continuous learning, operational excellence, and customer service excellence.
• Manage employee and manager communications related to ESC services and provide guidance on HR-related matters.
• Perform additional responsibilities as assigned to support the efficient operation of the department and organization.

AI Utilization and Literacy:

• A key function of this role includes the effective use and understanding of artificial intelligence (AI) tools and technologies to enhance productivity, decision-making, and overall performance. This position is expected to maintain awareness of emerging AI applications relevant to their responsibilities, apply AI tools ethically and effectively, and continuously develop their AI proficiency.

• Bachelor's degree in Human Resources, Business Administration, Operations, or a related field; equivalent relevant experience may be considered. 
• 7+ years of progressive experience in HR operations, employee relations, shared services, customer service, or contact center operations, including leadership of a complex service environment. 
• 3+ years of experience leading and developing high-performing service teams 
• Demonstrated knowledge of contact center operating disciplines, including omnichannel service, queue management, workforce management, quality assurance, knowledge management, coaching, and performance governance. 
• Hands-on experience improving or implementing contact center technology such as cloud contact center or telephony platforms, interactive voice response and routing, call recording and quality tools, workforce management, case management or customer relationship management systems, knowledge platforms, analytics, self-service, chat, automation, or AI-enabled capabilities. 
• Proven ability to lead process improvement from diagnosis through implementation, adoption, measurement, and sustainment; experience with structured continuous-improvement methods preferred. 
• Experience defining service measures and converting operational data, interaction insights, and customer feedback into actionable recommendations and measurable improvements. 
• Strong knowledge of federal, state, and local employment laws and HR best practices. 
• Demonstrated ability to manage complex and sensitive employee matters with professionalism, discretion, sound judgment, and appropriate escalation. 
• Experience partnering with IT, HR Centers of Excellence, vendors, and business leaders to translate operational needs into technology and process solutions. 
• Strong change leadership, communication, relationship-building, and executive stakeholder-management skills. 
• Ability to balance customer experience, risk, quality, productivity, cost, and employee engagement when making decisions. 
• Proficiency with Microsoft Office applications and advanced proficiency with HRIS, case management, reporting, and contact center tools. 
• A customer-focused mindset with a passion for delivering a consistent, high-touch employee experience at scale. 

Physical Demands: 

• Ability to sit or stand for extended periods while performing desk-related tasks. 

• Prolonged use of a computer, keyboard, and mouse, requiring repetitive motion. 

• Ability to lift and carry office supplies or equipment up to 20 pounds. 

• Occasional bending, reaching, and twisting to retrieve files or supplies. 

• Ability to walk throughout the office, including moving between different departments or meeting rooms. 

• Ability to communicate effectively in person and via phone or video conferencing. 

• Ability to focus and maintain attention for long periods while working on various tasks. 

• Must be able to communicate effectively in both verbal and written form. 
• Occasional travel may be required. 

• The work environment is typically quiet and climate-controlled, with standard office equipment available. 

• This role may be performed in a hybrid or remote setting, depending on business needs and employee accommodation. 

Position Salary:

120k to 145k

Effective 06/1/2025 NJ passed a Pay Transparency Law which requires NJ based hiring to include a compensation range on each job posting. This compensation range is presented in good faith for candidates that are hired in these roles will be presented a salary within the range stated on the job posting.

At ExtensisHR, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life. Under our You, Supported program, we provide a perfect mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
• Student Loan Assistance Program where ExtensisHR contributes toward your student loans.
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• Extensive professional development programs to help you get to where you want to go in your career.
• Discounts in retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• Complimentary coffee and snacks to keep you fueled and productive throughout the day.

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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