Operations Manager 2

Operations Manager 2

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

The Operations Manager 2 is accountable for leading and developing high-performing HRSC teams that deliver exceptional service quality, compliance, and operational excellence. This leader combines operational rigor with a culture of engagement, accountability, and continuous improvement, partnering across HR functions and stakeholders to ensure a consistent and positive employee experience. This position is located in Irving, TX.

Area of Focus Tier 1 HR Shared Services Help Desk

This position leads a front-line help desk team of 1520 service agents who deliver day-to-day HR assistance payroll, time-keeping, onboarding, employee data changes, and similar requests to internal customers. The role blends hands-on contact center leadership with workforce management: building weekly and monthly staffing plans from volume forecasts and real-time analytics, managing shift coverage, time-off, and on-call rotations to sustain service continuity, and holding SLA adherence at or above target. It owns end-to-end resolution of Tier 1 cases, monitors queue health and reallocates resources in real time, and serves as the primary escalation point for complex or high-impact incidents in coordination with HR Centers of Excellence, IT, and senior HR leadership. Performance is managed by data AHT, FCR, SLA, and CSAT with current knowledge base and desktop procedures and automation opportunities such as chatbots and RPA driving first-contact resolution.

Core Leadership Responsibilities:

• Service Delivery & Operational Performance
• People Leadership & Development
• Cross-Functional Partnership & Influence
• Compliance & Risk Management
• Continuous Improvement & Change Leadership

Key Leadership Competencies

• Operational discipline
• People development
• Judgment and discretion
• Compliance orientation
• Continuous improvement mindset
• Influence without authority
• Effective communication
• Adaptability

Measures of Success

• Service levels: assigned HR service lines meet or exceed SLAs for turnaround time, quality, and case backlog.
• People: strong engagement scores, low voluntary attrition, documented development, and cross-trained bench strength with minimal single points of failure.
• Compliance: zero or minimal material audit findings with timely remediation; high-risk issues escalated and resolved promptly.
• Improvement: measurable reductions in manual effort, cycle time, or error rates through automation and process simplification.
• Partnership: positive stakeholder feedback and clear, timely communication through fluctuating volumes, system changes, and policy updates.

Basic Qualifications:

• Bachelor's degree and 8 years of experience OR Master's degree and 6 years of experience.
• Experience in HR operations, shared services, or contact center management.
• People management experience, including coaching, performance management, and team development in a high-volume, customer-centric environment.
• Demonstrated success managing service levels, quality, and compliance in transactional or shared services settings.
• Strong analytical skills using HRIS, case management, or similar platforms, with familiarity across employee lifecycle processes such as leave administration, workforce transitions, payroll, and benefits.
• Proven discretion handling confidential employee information, with excellent communication skills and experience collaborating with senior HR leaders and cross-functional partners.

Preferred Qualifications:

• Span of control of 10 or more in a shared services or contact center environment.
• Proficiency with enterprise HR technologies such as Workday, SAP, ServiceNow, or UKG for case and workforce management.
• HR certification (PHR, SPHR, SHRM-CP, or SHRM-SCP) or process improvement certification (Lean, Six Sigma, or equivalent).
• Track record driving process improvement, automation, and cross-functional programs; experience managing vendor relationships and SLAs in outsourced shared service environments.

Primary Level Salary Range: $105,100.00 - $157,700.00The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.