Call Center Operations Manager Jobs in Superior, WI

At maurices, we're all about feel-good fashion for real life. We're committed to our service with style promise and to offering affordable fashion that takes women from workday to weekend-and all of life's adventures in between. With inclusive sizing from 0-24, maurices is known for versatile styles across key categories like denim, dresses, tops, and more. We've been doing this since 1931, and today you'll find us in over 800 communities across North America and online at maurices.com. At maurices, it's more than clothes - it's where fun, friendship and fashion come together! We believe in putting People First - and that starts with you. We're a collaborative team that leads with kindness, values authenticity, stays curious, and moves with agility. We work smart, have fun, and support one another in a generously flexible environment that empowers you to thrive both personally and professionally. We're headquartered in the heart of Duluth, Minnesota overlooking the beautiful shores of Lake Superior. Our original hometown offers the perfect blend of natural beauty, four-season adventure, and a vibrant college town atmosphere.

The Manager, HR Operations leads both HR systems (HRIS) and HR service delivery functions to ensure efficient HR support, strong data governance, and scalable, compliant processes across the organization. This role is responsible for overseeing HRIS Analysts and HR Coordinators (HR Contact Center), balancing system governance with high-quality associate and leader support. The Manager, HR Operations partners closely with HR, Talent, Payroll, Benefits, IT, and Field leadership to deliver reliable HR operations that support the full employee lifecycle-from hire to exit-while continuously improving systems, processes, and service experience.

Key Responsibilities:

HR Operations Leadership & Service Model

• Lead and develop HRIS Analysts and HR Coordinators (HR Contact Center), providing clear priorities, performance expectations, and ongoing coaching
• Design, implement, and maintain a tiered HR support model (Tier 1 HR Support; Tier 2/3 HRIS) with defined ownership, escalation paths, and service levels
• Balance team capacity, skills, and workload to meet business demand while enabling career development and cross-training

Core HR Systems & Data Governance

• Manage Core HCM data including employee records, job data, organizational structures, and position management
• Establish and enforce data governance standards to ensure accuracy, consistency, and audit readiness
• Review and approve mass data changes, structural updates, and complex corrections
• Monitor data quality trends and drive corrective actions

HR Support / Contact Center Operations

• Lead the delivery of consistent, timely, and high-quality HR support through the HR Contact Center
• Drive effective communication, escalation, and closure of complex or sensitive issues
• Establish service-level agreements (SLAs) and quality assurance practices to ensure consistent service
• Analyze HR ticket trends to identify opportunities for automation, process improvement, and self-service enablement
• Partner with HRBPs, Total Rewards and Talent Acquisition to ensure accurate guidance and consistent associate experience

Talent Systems, Recruiting & Onboarding

• Oversee operational support for recruiting, onboarding, and requisition management systems (Workday, Phenom).
• Confirm system workflows support compliant, efficient hiring and onboarding for corporate and field roles
• Partner with Talent Acquisition and Field leadership to support high-volume Field New Hire activity
• Coordinate completion of new hire data, onboarding tasks, and system access accurately and on time

HR Business Processes & Continuous Improvement

• Translate HR policies and programs into efficient, scalable operational processes
• Document and maintain HR operations procedures and workflows
• Lead continuous improvement efforts to simplify processes, improve user experience, and reduce manual work
• Support change management, training, and adoption of new or enhanced processes

System Configuration, Security & Integrations

• Oversee HR system configuration, testing, and release management through the HRIS team
• Implement change intake and prioritization processes for system enhancements and fixes
• Govern security and user access, ensuring appropriate controls, approvals, and segregation of duties
• Oversee HR system integrations with external vendors (payroll, benefits, time & attendance, etc.), including issue resolution and testing

Reporting, Dashboards & Analytics

• Deliver accurate dashboards, operational reports, and analytics to support HR and business leadership
• Maintain consistent data definitions and reporting standards
• Use reporting insights to identify trends and drive operational improvements

Compliance, Auditing & Risk Management

• Ensure HR systems and processes support regulatory and company compliance requirements. Ownership for annual policy reviews and Associate Handbook updates.
• Drive audit readiness, system documentation, and remediation activities
• Manage unemployment administration operations, including data accuracy, vendor coordination, and internal workflows
• Partner with Legal, Payroll, and Benefits on compliance-related initiatives

Education/Skills and Experience Requirements:

Qualifications

• Bachelor's degree in human resources, Business, Information Systems, or related field preferred.
• 5+ years of progressive HR Operations, HRIS, or HR Systems experience
• 2+ years of people leadership experience
• Hands-on experience with HCM systems (Workday preferred)
• Strong understanding of HR processes, data governance, compliance and service delivery

Preferred:

• Retail or multi-location workforce experience
• Experience supporting high-volume field or hourly employee populations
• Experience building or refining HR service delivery or HRIS operating models
• Advanced reporting and analytics experience
• HR certification (SHRM-CP, SHRM-SCP, PHR, or SPHR)

Key Competencies

• Operational excellence and attention to detail
• Strong problem-solving and process optimization skills
• Ability to translate business needs into system solutions
• Change management experience, including leading system and process changes, managing stakeholder impacts, and driving user adoption through communication and training
• Clear, confident communicator with technical and non-technical audiences
• Strong partnership mindset across HR, IT, Finance, and Operations

Pay Range:

This position is eligible for an annual incentive compensation based on company performance.

How We Work: Our Smart Work program pairs the best of inperson collaboration with the flexibility to work remotely, guided by business needs and the nature of each role. Corporate associates work at least three days a week in our offices, with teams setting core days to brainstorm, build relationships, and move work forward. The goal is simple: help you do your best work, stay connected to your team, and maintain healthy worklife balance.

What We Offer: We offer a comprehensive and competitive benefits package designed to support your health, financial security, and work-life balance. Full-time associates are eligible for a suite of benefits. Choice of three medical plans, including a PPO plan or High-Deductible plans. High-Deductible plans offer the option of a Health Savings Account, with employer contribution.

Additional benefits include Dental, and Vision coverage, Flexible Spending Accounts (Healthcare and Dependent Care), Accident, Critical Illness, and Hospital Indemnity coverage, Voluntary Life, Spouse, and Child Life Insurance, and Long-Term Disability coverage. maurices provides, at no cost to our associates, Basic Life Insurance and Short-Term Disability coverage, access to our Wellbeing platform with Personify Health, and an Employee Assistance Program available for associates and their families. After 6 months of employment, you may be eligible for our 401(k), which offers an immediately vested Safe Harbor matching contribution. maurices supports continued education with our Tuition Assistance program, available after 1 year of employment.

Associates also have access to PTO benefits, including vacation (with accrual or flexible options based on role), annual sick time awards, holiday pay, and two weeks of New Parent Leave for birth, adoption, or foster placement. We offer continuous opportunities for learning, connection building through Associate Resource Groups and for our Duluth based associates, free access to a state-of-the-art onsite Fitness Facility.

The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.