How to Apply
We require a cover letter for this position. The cover letter should highlight your education, professional experiences, your interest in this position, and the abilities that you feel would make you a good fit for this position. Attach the cover letter as the first page of your resume.
Job Summary
The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers financial and human resource transactional support.
The University of Michigan Shared Services Center (U-M SSC) is looking for a Supervisor of the HR Coordinator Service. Reporting to the HR Manager of Operations, you will oversee a remote team of 8-10 staff (Senior Associates and Associates) responsible for high-volume HR transactions. This is not just a maintenance role; it is a transformation role and supports the operational backbone for twenty-three (23) of U-M's schools, colleges, and units. You will lead your team through a period of exciting evolution, applying process reengineering, automation, and AI to enhance the customer experience. If you value inspiring remote teams and driving data-backed performance, you belong here.
Please note: due to the upcoming University Winter Campus Season Days, the review process and initial outreach to applicants will not begin until after January 2, 2026. We appreciate your patience and interest.
The home-work environment should be free of distractions to ensure focus. You will have access to confidential information; therefore, the workspace should provide adequate privacy to protect sensitive information.
Work Arrangement (Hybrid) While you will manage a remote team, this leadership position operates under a Hybrid work model. You will, on occasion, be required to work onsite as requested by SSC leadership or job requirements. You must be within a reasonable commuting distance.
Why Work at Michigan?
Benefits at the University of Michigan
In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future. Benefits include:
- Generous time off (Vacation, Sick, Holidays, Parental Leave, and Season Days).
- A retirement plan that provides two-for-one matching contributions with immediate vesting
- Many choices for comprehensive health insurance
- Life insurance
- Long-term disability coverage
- Flexible spending accounts for healthcare and dependent care expenses
Responsibilities*
People Leadership & Culture
- Inspire and Connect: Lead a fully remote team by promoting a culture of connection and transparency. You will set the tone for the day and facilitate daily huddles and visual management sessions to support and engage the team.
- Team Building: Plan and implement virtual/onsite team-building activities to maintain high morale and a sense of belonging in a distributed work environment.
- Develop Talent: Conduct regular 1:1s, quarterly and annual performance reviews, providing real-time coaching to support professional development and career progression.
Operations and Service Delivery
- Manage Service level agreements: Ensure customer requests are completed promptly and accurately. You will monitor team performance against established Service Level Agreements (SLAs) - tracking turnaround times and accuracy rates to ensure we meet our commitments to the university.
- Workflow Management: Oversee the daily flow of cases through the TeamDynamix (TDX) ticketing system. You will be the primary escalation point for complex issues, resolving roadblocks for customers, business partners, and other stakeholders.
- Resource Allocation: Analyze volume trends to balance workloads across the team, ensuring coverage during peak periods.
Compliance & Continuous Improvement
- Process Innovation: Champion the SSC's vision of "Service Excellence." You will lead the team in identifying "waste" in current processes and adopting automation/AI tools to reduce manual administrative burden.
- Policy Partnership: Collaborate with University HR partners and Academic HR to interpret complex policies, ensuring all transactions comply with University Standard Practice Guides (SPG).
- Knowledge Management: Ensure the team has what they need to succeed by maintaining robust training plans, Knowledge Base, and standard operating procedures (SOPs).
Required Qualifications*
- Bachelor's degree in Human Resources, Business Administration, or a related field (or an equivalent combination of education and experience).
- 1+ years of supervisory experience in a customer service organization or demonstrated high-level performance at a senior associate or specialist level.
- Experience fostering team growth and development through coaching, mentoring, or performance support.
- Experience analyzing performance data/metrics and driving operational improvements.
- Familiarity with case management systems and HR platforms.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.