HR Shared Services Operations Lead

Job ID:
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Human Resources
Remote Eligible: Hybrid Schedule
Company Overview:
At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us. We are united by a common goal - to reimagine the future of beauty .
The Opportunity:
Position: Shared Services HR Ops Lead
Location: Field Support Center (FSC) - San Francisco, CA
About HR at Sephora:
The HRIS, Analytics, & Shared Services team are on an exciting journey of transformation, leveraging data and optimizing processes to strengthen our core operations. We need an HR Ops Lead to drive continuous improvement and ensure our operational foundation is robust. This role is key to both our team's success and the support of our entire HR ecosystem.
Your role at Sephora: The Shared Services HR Ops Lead is a critical, hands-on role responsible for ensuring the efficient, accurate, and timely delivery of core HR operational services. This role serves as a second-tier support function, handling complex inquiries and escalations, while also actively contributing to process improvement and project initiatives to enhance the overall employee experience.
This role would act as the primary liaison and trusted partner for HR Business Partners. The lead would drive operational alignment by understanding HRBP needs and translating them into efficient processes, ensuring the HR Ops function is a strong, responsive foundation for the entire HR ecosystem.

• Advanced Ticket Management and Resolution
  • Serve as a subject matter expert, analyzing and providing expert guidance for complex or escalated tickets that are beyond the scope of Tier 1 support.
  • Take ownership of high-priority and complex tickets from initial escalation through to final resolution, ensuring all issues are handled with accuracy and a sense of urgency.
  • Proactively monitor ticket queues, emails, and other communication channels to identify and address potential operational challenges before they impact service delivery. Act as a conduit between Kohl's and Sephora partners across the organization
• HR Operational Workflow Management
  • Manage and support HR operational workflows within HR System, including onboarding, position management, transfers, promotions, offboarding etc.
  • Collaborate with HR Business Partners (HRBPs) and other functional teams to resolve intricate issues and ensure a seamless, coordinated approach to HR service delivery.
  • Establish and enforce best practices and standard operating procedures (SOPs) for ticket resolution and operational workflows.
  • Serve as the primary point of contact for all escalations from the Tier 1 teams, and ensure they receive the necessary training to handle common issues and improve their skills.
• Process Improvement and Root Cause Analysis
  • Investigate the root causes of recurring issues and operational challenges to identify systemic problems rather than just treating the symptoms.
  • Identify and document gaps in existing processes, workflows, and systems. Proactively provide detailed feedback and recommendations to the systems and leadership teams for improvement.
  • Actively participate in HR Ops projects, contributing insights and expertise to help design and implement new processes, tools, or systems.

We're excited about you if you have:

• 5+ years of experience in HR Shared Services, HR Operations, or a similar HR role.
• Expertise with HR systems (HRIS platforms like SAP SuccessFactors; case/ticketing systems such as ServiceNow or Jira).
• Strong analytical skills with advanced Excel (pivot tables, VLOOKUP) and experience using HR data to create reports and identify trends.
• Solid knowledge of core HR processes, including onboarding/offboarding, position changes, benefits administration, payroll, and employee data integrity.
• Excellent communication skills with a customer-service mindset, balancing professionalism, empathy, and responsiveness.
• Strong problem-solving abilities, attention to detail, and time management skills to thrive in a high-volume, fast-paced environment.
• A collaborative approach to working with HRBPs, HRIS, IT, and other cross-functional partners.
• A Bachelor's degree in Human Resources or related field (HR certifications such as SHRM-CP or PHR are a plus).

The annual base salary range for this position is $99,000.00 - $117,000.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant's qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program. This job will be posted for a minimum of 5 days. While at Sephora, you'll enjoy...

• The people. You will be surrounded by some of the most talented leaders and teams - people you can be proud to work with.
• The learning . We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
• The culture . As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000+ stores, are united by a common goal - to reimagine the future of beauty.

You can unleash your creativity , because we've got disruptive spirit. You can learn and evolve , because we empower you to be your best. You can be yourself , because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.
Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.