People Operations Lead

The People Operations Lead will oversee the day-to-day operations of the People Operations team within the HRIS and Strategy function, with a focus on accurate, timely handling of high-volume HR transactions. This role serves as a primary escalation point for transaction processing concerns and supports operational excellence through standardization, documentation, training, and continuous improvement.

Location

Charlotte, NC (onsite)

Compensation

USD 50,000 - 78,000 per year (based on locale and experience). In addition to the competitive salary, bonuses are awarded in accordance with company policies and applicable criteria.

Education

A Bachelor’s degree in Human Resources, Business Administration, or another related field is required.

Key Responsibilities

• Lead, coach, develop, and manage a team of People Operations Specialists.
• Set performance expectations and monitor productivity, quality, and service level agreements.
• Partner with the HRIS manager to provide ongoing coaching, feedback, career development opportunities, and corrective actions when necessary.
• Support workload balancing, resource planning, and prioritization of team activities to meet operational demands and business needs.
• Oversee execution of Human Capital Management (HCM) transactions, including hires, job changes, organizational assignments, compensation changes, leave transactions, worker data updates, terminations, and other lifecycle activities.
• Ensure transactions are completed accurately and timely in alignment with established service level agreements, policies, and procedures.
• Monitor daily work queues; review, investigate, and resolve escalated transaction issues, data discrepancies, and operational challenges, and support workload prioritization based on business needs.
• Ensure compliance with internal controls, policies, and audit requirements.
• Develop, document, maintain, and govern standard operating procedures, policies, work instructions, and operational processes to support clear ownership, consistency, and adherence.
• Identify efficiency opportunities by eliminating manual effort and standardizing processes.
• Lead operational process improvement initiatives and support implementation of new processes.
• Partner with HRIS on system enhancements, testing, and deployment readiness.
• Analyze operational, quality, and workload trends and recommend solutions to improve service delivery.
• Collaborate with HRIS and Functional SMEs to resolve operational issues.
• Serve as a subject matter expert on operational workflows, transaction execution, and People Operations processes.
• Monitor operational metrics, service levels, workload trends, and performance against established goals and service commitments.
• Conduct quality reviews and audits to confirm transaction accuracy and compliance within the HCM system of record.
• Prepare and distribute operational reports, dashboards, audit results, and performance outcomes.
• Drive corrective actions and process improvements based on audit findings and operational trends.

Required Qualifications

• Strong knowledge of HR operations, employee lifecycle processes, and transaction management.
• Demonstrated experience building, documenting, and improving operational processes and policy.
• Ability to manage competing priorities in a high-volume environment.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to build partnerships across multiple functional teams.
• Experience managing service levels, quality standards, and operational metrics.
• Strong attention to detail and commitment to data accuracy.
• Ability to handle confidential information with discretion.
• Supervisory or leadership experience within HR Operations, Shared Services, HRIS, or Payroll.
• Experience with Workday HCM.
• Experience managing employee lifecycle transactions in a centralized service model.
• Experience with process improvement methodologies and operational excellence practices.
• Advanced Microsoft Excel and reporting skills.
• Experience with case management, knowledge management, or ticketing systems.
• Ability to work in a standard office environment, using computers and other office equipment.
• Occasional lifting up to 25 lbs.

Technology

• Human Capital Management (HCM)
• HRIS
• Workday HCM
• Microsoft Excel

Benefits

• Paid training
• Holiday pay
• 401(k)
• Vacation
• Family travel on the American Airlines network
• Medical and dental available

Employment Contingencies

• Employment is contingent upon a clear driving record, a 10-year Criminal History Records Check, and a drug screen as required.
• Proof of high school or GED completion is required.
• Minimum 18 years of age.

Application Deadline

August 12, 2026. Job postings expire at 11:59 PM Eastern Standard Time on the day before the deadline.