[Hiring] Senior Manager of People Operations and Services @Einstein Bros Bagels

Role Description

The Senior Manager of People Operations & Services plays a pivotal role in facilitating the success of Bagel Brands’ People Team strategies & priorities. The position provides strategic and operational leadership for the People Services, Employee Relations, and HR Compliance functions, ensuring an integrated, employee-centered approach across all three areas.

• Together with People Leadership, define the strategy, approach, roadmap, and lead the current team in moving transactional and generalist work off the HR Business Partners refocusing them on strategic partnership with their client groups.
• Catalog every people service we provide today, reviewing each transaction and process end to end, and map each to its future owner: People Services, automation, AI, employee/manager self-service, or another team.
• Execute the transition plan and stand up the redefined People Services model, including sequencing, SOPs, knowledge-base content, training, and change management with HRBPs and Field leaders.
• Serve as HR’s central owner of day-to-day people support, people policies, and the Employee Handbook, overseeing a tiered service model for employee and manager questions, HR administration, case intake, and HR data so Field leaders can focus on running great bakeries.
• Lead the HR compliance program, including procedures, documentation, controls, training, required reporting, and audit readiness in line with applicable employment laws.
• Oversee the Employee Relations function and serve as an escalation point for complex workplace matters, promoting timely, consistent, well-documented, and policy-aligned resolution of employee and manager concerns.
• Drive process optimization, automation, and AI (e.g., self-service tools, AI-assisted knowledge and case routing, workflow automation), defaulting to automation over added headcount, and partner with HR Technology on system requirements, testing, and implementation.
• Establish SLAs, KPIs, and dashboards for service quality and responsiveness, and use case trends and HR data to identify root causes and proactively address Field Operations needs with HR Leadership and Training.
• Manage vendor relationships and service performance, identifying opportunities to improve value, quality, and cost effectiveness.
• Manage, coach, and develop the People Services, Employee Relations, and Compliance teams, establishing clear priorities, performance expectations, service standards, and strong collaboration across the functions.

Qualifications

• Bachelor’s degree or relevant work experience required; HR or related field preferred.
• 7-10 years of progressive HR/People Operations experience, including 3+ years in a people-management or team-lead capacity.
• Knowledge of and/or experience in multiple areas of HR (Benefits, Recruiting, Payroll, etc.).
• Ability to operate in a fast-paced organization and handle multiple projects simultaneously.
• Demonstrated ability to influence and lead cross-functionally within a fast-paced, growth-oriented organization.
• Strong communication and presentation skills.
• Capable of building collaborative teams and establishing effective working relationships at all levels of the organization.
• Strong analytical and independent problem-solving skills as demonstrated by the ability to identify problems and determine appropriate solutions.
• Experience redesigning an HR service delivery model or building a People Services/shared services function, including service cataloging, process mapping, and change management.
• Experience applying automation and AI tools to HR workflows, with sound judgment on where technology can safely take on work and where a person is needed.
• Experience owning HR policies and an employee handbook, ideally across multiple states.
• Builder mindset: comfortable with ambiguity, able to create structure from scratch, and quick to ship, measure, and iterate.

Requirements

• Effective Communication: Synthesizes complex market, financial, and performance data into clear, actionable recommendations.
• Accountability & Ownership: Takes ownership of market planning analyses, recommendations, tools, and deliverables while ensuring accuracy, quality, and timely execution.
• Adaptability & Perseverance: Navigates ambiguity, changing development priorities, incomplete information, and evolving market conditions.
• Empowerment: Builds strong cross-functional partnerships and uses expertise, insights, and influence to enable others to make better development decisions.
• Curiosity: Proactively explores market dynamics, consumer behavior, competitive activity, emerging data sources, and analytical methodologies.
• Self-Awareness: Demonstrates strong judgment, credibility, and awareness of personal impact when influencing decisions without direct authority.
• Strategic Focus: Connects market and location insights to longer-term development and business priorities.

Benefits

• Salary: $140,000 to $160,000
• Annual Bonus: 15%
• Long Term Incentive Plan: $20,000
• Remote candidates will be considered.