Leads the People & Workplace Culture Employee Services Team to provide responses to inquiries from the college community and outside the college utilizing a centralized intake system with Tier 1 level support, and routing function for People & Workplace Culture (PWC). Responsible for ensuring consistent service delivery and timely replies, defining Tier 1 vs. Tier 2 work, developing FAQs with functional leaders, and managing intake workflows, data tracking, and staff performance. Service Center Operations & Intake Management Provides leadership and oversight for the daily operations of the Employee Services Center, ensuring a consistent, responsive, and customer-focused experience for employees. Oversees all intake functions and service channels, including walk-in, phone, email, web forms, and ticketing systems, to ensure inquiries and requests are accurately captured, categorized, prioritized, assigned, and tracked through resolution. Tier 1 Service Delivery & Knowledge Management Partners with PWC functional leaders to develop and maintain knowledge resources that support efficient, consistent, and employee-centered service delivery. Ensures frontline staff have the tools, information, and authority necessary to resolve routine inquiries without unnecessary escalation. Tier 1 and Tier 2 Service Boundaries Defines, communicates, and maintains clear service delivery boundaries to ensure requests are resolved at the appropriate level while preserving consistency, compliance, and customer satisfaction. Tier 1 - Transactional & Information-Based Support Tier 1 is responsible for handling routine, repeatable, and policy-based inquiries that can be resolved using established procedures, knowledge articles, or standard responses. Tier 2 - Consultation & Specialized Support Tier 2 is responsible for handlin g complex, sensitive, interpretive, or strategic matters requiring professional judgment, policy interpretation, consultation, investigation, or decision-making authority. Routing & Workflow Design Develops, implements, and continuously improves service delivery workflows, routing protocols, and escalation processes that support operational efficiency and accountability. Staff Supervision & Development Provides direct supervision and leadership for Employee Services Center staff while fostering a culture of customer service, continuous improvement, and professional development. Data, Reporting & Continuous Improvement Leverages operational data to monitor performance, identify opportunities, and drive continuous improvement initiatives. College Partnership Coordination & Communication Serves as the primary point of coordination between the all college partners and PWC functional units to ensure aligned service delivery and effective communication. Bachelor's degree in HR, Business, or related field Trade off 1:1 Experience for Education 3-6 years of HR, operations, or service delivery experience Experience in process improvement, workflow design, or service environments Supervisory experience preferred