HR Service Center Customer Service Manager

Stanford University · Redwood City

Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.

University Human Resources (UHR) is seeking a Customer Service Manager to lead two teams within Stanford’s Human Resources Service Center (HRSC). The HRSC provides timely, accurate, and effective support to employees across the university, including academic staff, non-academic staff, postdoctoral scholars, and student employees.

As Stanford prepares to implement Sequoia, an Oracle Human Capital Management (HCM) cloud-based system, the HRSC plays a key role in strengthening HR service delivery, streamlining processes, and supporting the university community through change. This position offers an opportunity to shape a growing service organization, develop team capabilities, and establish practices that support consistent, high-quality service.

Reporting to the HRSC Senior Director, the Customer Service Manager oversees the daily operations and performance of the Tier 1 HR inquiry and I-9 service teams. These teams serve as the first point of contact for HR questions and provide university-wide I-9 processing and compliance support. The manager will supervise approximately five direct reports and provide operational leadership, strategic direction, and staff development oversight for approximately 15–20 employees across both teams.

The successful candidate will bring a strong customer service orientation, experience leading teams through organizational and technology changes, and the ability to translate service needs into practical improvements. A background in HR operations and benefits is preferred.

This position is eligible for a hybrid work arrangement with a minimum of 2 days/week, based at Stanford’s Redwood City campus, with occasional travel to the Palo Alto campus to oversee and support I-9 service delivery and team performance.

In this role you will:

Lead the daily operations of the Tier 1 HR inquiry and I-9 service teams, ensuring timely, accurate, consistent, and responsive support for the Stanford community.
Supervise approximately five direct reports and guide performance management, coaching, and professional development for a broader organization of approximately 15–20 staff.
Guide teams through the implementation of Sequoia and ongoing changes to HR systems, processes, and service expectations, translating organizational priorities into clear actions and responsibilities.
Build team credibility and strong working relationships with campus partners through reliable service, clear communication, and effective resolution of escalated inquiries.
Establish and monitor service expectations, performance measures, and reporting practices to assess workload, identify trends, and improve service quality and operational efficiency.
Oversee I-9 processing and related compliance activities, partnering with appropriate university stakeholders to address complex issues and maintain consistent practices.
Identify and lead process improvement initiatives that streamline HR inquiry handling, I-9 services, and the employee experience.
Develop team capabilities through training, knowledge sharing, and cross-training to strengthen HR expertise and prepare for future service expansion.
Partner with HR subject matter experts and technology teams to maintain accurate service resources, clarify escalation pathways, and support effective use of HCM, case management, and telephony systems.
Foster a collaborative team environment that supports accountability, open communication, adaptability, and continuous learning.
Travel occasionally to the Palo Alto campus to support I-9 operations, staff development, and service performance.

Preferred Requirements:

Experience in HR service delivery, with a background in HR operations and benefits.
Experience managing customer service or HR service center teams, including coaching staff, managing performance, and leading teams through organizational or technology changes.
Knowledge of and experience with HCM systems, preferably Oracle HCM.
Experience using customer relationship management (CRM) or HR case management systems, preferably ServiceNow.
Experience overseeing or supporting Form I-9 processing and compliance.
Demonstrated experience leading projects and process improvements related to HR service centers, I-9 operations, or HCM systems.
Experience with contact center telephony systems, including designing call routing and phone trees, developing reports, and establishing and monitoring service metrics.
Experience working in higher education or a similarly complex, decentralized organization.

The budgeted base salary range for this position is $116,215 - $161,200 per annum.

Visa sponsorship is not available for this position. All candidates must be eligible to work and live in the U.S.

Provide exceptional assistance to employees and management on HR-related inquiries and processes. Provide guidance on policies and procedures to ensure a high level of customer service and support, fostering positive employee experience and enhancing organizational effectiveness. Promote a supportive workplace culture, focusing on the importance of responsiveness and efficiency in HR service delivery at all levels.

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