Job Description
US LBM is one of the leading and fastest growing distributors of specialty building materials in the United States, with a team of over 15,000 employees located throughout the country. Since our founding in 2009, we have acquired over 70 companies and have expanded to more than 500 locations serving 37 states. US LBM is a progressive organization that promotes a unique culture that focuses on the value of its customers and associates. Developing our people is critical to our strategy and fostering our culture of empowerment.
A Brief Overview The US LBM HR Support Center Manager will lead our centralized HR Support Center team. This role is responsible for managing the day-to-day operations of our HR helpdesk, which provides both Tier 1 and Tier 2 support for employee HR-related inquiries. Our Support Center is the first point of contact for associates across the organization, handling a wide range of HR topics-from basic policy questions and system navigation to more complex issues such as benefits exceptions or leave of absence escalations. We are looking for a leader with strong HR call center or shared services experience, excellent team leadership skills, and a passion for delivering a high-quality employee experience.
What you will do - Lead and manage a team providing Tier 1 and Tier 2 HR support through phone, email, and case management systems.
- Tier 1: General inquiries related to HR policies, Workday navigation, payroll, timekeeping, and benefits.
- Tier 2: More complex issues requiring in-depth research, cross-functional coordination, or elevated support (e.g., escalated benefits cases, sensitive employee relations questions, leave administration exceptions).
- Oversee daily support center operations: call/chat/email volume, ticket management, scheduling, service level agreements (SLAs), and performance metrics.
- Act as a point of escalation for unresolved or complex employee inquiries.
- Collaborate with HR Centers of Excellence (COEs), HRBPs, and Payroll/Benefits teams to ensure appropriate handoffs and seamless support across tiers.
- Maintain and continuously improve knowledge articles, SOPs, and internal training documentation.
- Monitor service center trends, employee feedback, and case data to drive continuous improvement and process enhancements.
- Hire, coach, and develop team members to foster a high-performing, collaborative team culture.
- Ensure compliance with all applicable HR policies, regulations, and standards.
Required For All Jobs - Perform other duties as assigned.
- Comply with all policies and standards.
- Adheres to Company's commitment to workplace safety.
Education Qualifications - Bachelor's Degree in Business Administration or related experience preferred.
Experience Qualifications - 5+ years of progressive HR experience.
- 2+ years in a managerial role within an HR support center, call center, or shared services environment.
- Experience managing both Tier 1 and Tier 2 HR support operations.
- Experience with case/ticket management systems (e.g., ServiceNow, Zendesk).
Skills and Abilities - Strong understanding of HR functions including payroll, benefits, HR systems (preferably Workday), timekeeping, and leave administration.
- Ability to manage performance metrics and drive process improvements based on data and feedback.
- Strong communication, coaching, and conflict resolution skills.
- Proven ability to handle sensitive issues with confidentiality and professionalism.
- Experience launching or scaling an HR shared services function.
- Workday HCM knowledge strongly preferred.
- Bilingual (Spanish or other language) is a plus.
Travel Requirements US LBM Holdings, LLC, is an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.
Job Tags
Full time, Local area,