The Human Resources Service Center Manager is responsible for the strategic leadership, administration, and continuous improvement of the Human Resources Service Center. This position oversees the delivery of centralized human resources services and serves as the primary authority for Service Center operations, customer service standards, workflow management, process improvement, and performance outcomes.

The incumbent exercises substantial independent judgment and discretion in managing Service Center operations, interpreting and implementing HR policies and procedures, resolving complex personnel matters, establishing operational priorities, allocating resources, and directing staff. Working under general administrative direction, the Human Resources Service Center Manager functions with considerable autonomy and is accountable for ensuring the efficient, effective, and compliant delivery of human resources services across the agency.

The Human Resources Service Center Manager serves as a trusted advisor to executive leadership and collaborates with HR Centers of Expertise (COEs), agency leadership, labor representatives, and employees to support organizational goals and workforce initiatives.

Hybrid Work Schedule: Candidate should expect increased onsite attendance during the onboarding and training period. Following completion of training, the position is expected to operate on a hybrid schedule requiring a minimum of three (3) onsite workdays per week.

Duties and Responsibilities

Strategic Leadership and Service Delivery

• Direct, manage, and evaluate all Human Resources Service Center operations.
• Establish strategic and operational goals for the Service Center consistent with agency objectives.
• Develop and implement service delivery models that improve efficiency, customer satisfaction, and operational effectiveness.
• Establish performance metrics, service-level agreements (SLAs), and quality standards.
• Monitor service center performance and implement corrective actions as necessary.
• Lead initiatives designed to modernize and improve HR service delivery.
• Evaluate operational needs and determine priorities for staffing, workflow, and resource allocation.

Independent Decision-Making Authority

• Exercise independent judgment in managing Human Resources Service Center operations.
• Make operational decisions regarding workflow distribution, service delivery standards, staffing assignments, and issue resolution.
• Interpret and apply agency policies, procedures, civil service rules, employment laws, and collective bargaining agreements.
• Resolve complex employee and management inquiries that require advanced analysis and judgment.
• Establish procedures and operational guidelines to improve service quality and consistency.
• Determine appropriate escalation paths for personnel matters.
• Recommend policy changes, organizational improvements, and operational enhancements to executive leadership.
• Make decisions regarding resource deployment and prioritization of Service Center initiatives.

Human Resources Operations

• Oversee centralized HR functions including:
  • Employee onboarding and offboarding
  • Personnel transactions
  • Benefits administration support
  • HR records management
  • Employee and manager support services
• Ensure timely and accurate processing of HR transactions.
• Monitor compliance with applicable federal, state, and local employment regulations.
• Ensure confidentiality and integrity of employee records and sensitive information.

Staff Leadership and Management

• Supervise, train, mentor, and evaluate Human Resources Service Center staff.
• Establish clear performance expectations and accountability measures.
• Promote a culture of customer service excellence, collaboration, and continuous improvement.
• Identify staffing needs and participate in recruitment and selection activities.
• Develop succession planning and professional development strategies for Service Center personnel.
• Address employee performance concerns and implement corrective actions as necessary.

Customer Experience and Stakeholder Engagement

• Serve as the agency’s primary resource for HR service delivery issues.
• Ensure high-quality customer service for employees, managers, applicants, retirees, and other stakeholders.
• Analyze customer feedback and service trends to identify improvement opportunities.
• Develop communication strategies to improve employee understanding of HR programs and services.
• Build collaborative relationships with agency leadership, labor representatives, and external partners.

Process Improvement and Innovation

• Lead continuous improvement efforts
• Identify inefficiencies and implement solutions to streamline HR operations.
• Lead special projects and organizational initiatives related to HR transformation and modernization.
• Implement best practices in shared services and customer service management.

Data Management and Reporting

• Ensure data accuracy, integrity, and compliance with reporting requirements.
• Develop and analyze operational reports, dashboards, and workforce metrics.
• Present performance data and recommendations to executive leadership.
• Utilize analytics to support strategic decision-making and operational planning.

Compliance and Risk Management

• Ensure compliance with:
  • Federal employment laws
  • State employment regulations
  • Civil service requirements
  • Collective bargaining agreements
  • Agency policies and procedures
• Participate in audits, investigations, and compliance reviews.
• Develop internal controls to mitigate operational and compliance risks.
• Ensure proper records retention and documentation practices.

A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references.

About MassDOT

The 4,000+ employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

All job applications must be submitted online through MassCareers to be considered.

Current MassDOT employees should use their internal MassCareers account to apply.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us.
• For general questions regarding MassDOT, call the Human Resources Service Center at 857‐368‐4722.
• For a disability‐related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857‐274‐1935.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.