About the Role
A major streaming and connected-TV organization is integrating an acquired studio's employee services function into its core HR operations team. This is a judgment-driven, domain-expert role spanning the full employee lifecycle, not a ticket-processing or data-entry position. You will be the second person on a small team, splitting your time roughly 60 to 70 percent on ticket queue management (about 12 tickets per day, half quick-hit and half investigation-heavy) and 30 to 40 percent on SOP creation, process documentation, compliance mapping, and operational improvements. The work sits at the intersection of compliance, policy, and people operations during a critical post-acquisition integration period.
The ideal candidate is an HR operations professional who needs to understand why a process exists before following it, and who knows when to adapt it. You are comfortable working independently in ambiguous, fast-changing environments, you communicate complex HR and compliance topics clearly to both HR and non-HR audiences, and you bring genuine curiosity about process design. You may be overqualified for the level of this role, and that is completely fine; what matters is the quality of your thinking and your real interest in doing this work well.
Key Responsibilities
1. Manage the employee services ticket queue (approximately 12 tickets per day), triaging and resolving requests across onboarding, offboarding, job changes, leaves of absence, benefits, and mobility while escalating compliance-sensitive cases appropriately.
2. Own the end-to-end triad of onboarding, job change, and offboarding processes, including documenting how each works, identifying pain points, and driving improvements that strengthen consistency and compliance.
3. Create and maintain standard operating procedures and process documentation for all employee services functions, observing workflows across the organization to map them accurately and surface gaps or non-standard practices.
4. Partner with Finance and Admin Partners and internal teams including Payroll, Benefits, Mobility, and Talent Acquisition to resolve complex employee issues and ensure solutions align with policy and legal requirements.
5. Support compliance and risk management by staying current on employment law (federal, state, and local), reviewing processes for compliance gaps, and maintaining detailed documentation of decisions and exceptions for audit and continuity purposes.
6. Handle employment eligibility and I-9 verification requirements, including proper documentation, support for visa-sponsored employees, and accuracy of I-9 records.
7. Lead or contribute to process improvement projects using data-driven insights to evaluate existing processes and propose enhancements that scale across the organization.
8. Collaborate with Talent Operations, HR Legal, and regional teams to implement new processes, train delivery teams, and ensure standardization throughout the integration.
Required Skills & Experience- 3 or more years of HR operations, HR administration, or HR Business Partner experience in a mid-to-large organization (100 or more employees)
- Strong working knowledge of employment law and compliance requirements at the federal, state, and local levels, including I-9 verification processes
- Proven ability to manage complex processes, document end-to-end workflows, and create standard operating procedures
- Demonstrated critical thinking and sound judgment in navigating ambiguous compliance situations and making practical, balanced decisions
- Excellent written and verbal communication skills with the ability to explain complex HR and compliance topics clearly to HR and non-HR stakeholders alike
- Comfort with detailed documentation and the ability to work independently with minimal direction
- Experience with at least one HRIS or HR system such as Workday, SuccessFactors, BambooHR, or similar; Workday experience is a plus but not required
Preferred Skills- HR-related certification such as SHRM-CP, CIPHR, or equivalent
- Experience with ticketing or case management systems such as Zendesk, ServiceNow, or Jira Service Desk
- Familiarity with data analysis tools and ability to pull and interpret HR metrics
- Background in immigration, visa sponsorship, or international mobility
- Experience in a post-acquisition integration or high-change HR environment
- Prior experience supporting Finance and Admin Partner teams or Finance/Admin partnerships
- Background in regulated industries such as healthcare, financial services, or legal, or organizations with complex compliance requirements