231 - OD&HR Operations Manager

Job Summary

The OD&HR Operations Manager supports the overall effectiveness of the Organizational Development and Human Resources Department by overseeing key operational processes, systems, reporting, and administrative functions. This position works across OD&HR programs to ensure processes are consistent, information is accurate, deadlines are met, and department initiatives continue to move forward.

The position is responsible for monitoring departmental activities and performance, identifying opportunities to improve processes, and helping develop practical solutions that strengthen service delivery and internal operations. The Operations Manager uses data and operational trends to identify areas that may require additional attention, while recognizing the importance and employee impact of the work performed within OD&HR.

This role works closely with the Chief People Officer, OD&HR leadership, program leads, and staff to coordinate priorities and support department-wide initiatives. The Operations Manager provides day-to-day guidance, coaching, and mentorship to assigned staff, helping team members strengthen their skills, take ownership of their work, and grow professionally. The position helps foster a collaborative and accountable team while ensuring the department's operations remain organized, responsive, and aligned with City and departmental priorities.

Competencies

Emotional Intelligence
Ethical Practice
Critical Thinking & Sound Judgment
Time Management & Prioritization
People-First Problem Solving
Communication & Trust-Building
Discretion & Integrity
Relationship Management
HR & Compliance Expertise
Calm Under Pressure
Purpose-Driven Mindset

Key Functions/Knowledge/Skills

Review OD&HR processes and workflows, including the employee lifecycle, Right Fit Process, leave administration, and other departmental functions to identify gaps, inefficiencies, and opportunities for improvement.

Recommend and implement practical process improvements in collaboration with OD&HR leadership and program leads.

Develop and maintain standard operating procedures (SOPs), workflows, and other documentation that promote consistency, efficiency, and continuity across the department.

Monitor the effectiveness of implemented improvements and recommend adjustments as needed.

Develop and maintain dashboards and recurring reports that track departmental key performance indicators, including cycle times, compliance rates, case volumes, completion rates, and other operational measures.

Monitor data integrity across HRIS and related systems, conduct routine audits, and coordinate the resolution of identified discrepancies.

Analyze operational data and trends to identify areas requiring attention, potential risks, and opportunities to improve service delivery.

Prepare and coordinate departmental reporting for OD&HR leadership, City management, and the City Commission, as needed.

Oversee the administrative tracking of Performance Improvement Plans (PIPs), including initiation, milestones, check-ins, required documentation, deadlines, and final outcomes.

Maintain centralized PIP tracking and proactively communicate upcoming deadlines, outstanding actions, and trends requiring leadership attention.

Coordinate and monitor citywide employee check-ins and performance cycles to promote timely completion, consistent documentation, and meaningful employee feedback.

Analyze performance management activity and identify opportunities to strengthen processes, tools, and support provided to departments.

Oversee the City's administrative response process for Texas Workforce Commission (TWC) unemployment claims, including deadlines, documentation, responses, and outcome tracking.

Coordinate with departments and appropriate OD&HR staff to ensure responses are timely, accurate, and appropriately supported.

Monitor claim activity and outcomes to identify trends, recurring issues, and potential areas of risk for leadership review.

Oversee the administration of the City's pre-employment and reasonable suspicion drug testing processes, including scheduling, vendor coordination, documentation, results tracking, and program compliance.

Maintain appropriate confidentiality and ensure records are complete, accurate, and properly maintained.

Monitor departmental and vendor compliance and promptly elevate operational or compliance concerns to OD&HR leadership.

Provide day-to-day leadership and work direction to assigned OD&HR staff, including workload coordination, prioritization, quality review, and follow-through.

Coach and mentor team members to strengthen their knowledge, judgment, confidence, and ability to independently manage their responsibilities.

Establish clear expectations, provide meaningful feedback, encourage accountability, and identify opportunities for professional growth and development.

Promote collaboration, open communication, problem-solving, and a strong service mindset across the OD&HR team.

Support a workplace culture where employees are encouraged to bring forward ideas, take ownership of their work, and continuously improve how the department serves others.

Support HRBP educational sessions by identifying operational trends, policy questions, documentation concerns, employee handbook gaps, and other topics that may benefit from additional guidance or discussion.

Research and prepare materials that help promote consistent understanding and application of City policies, procedures, and HR practices.

Serve as a resource to OD&HR staff by helping translate policies and operational requirements into clear and consistent practices.

Support departmental audits and monitor OD&HR processes for compliance with applicable federal and state requirements, City policies, and established procedures.

Maintain accurate, organized, and audit-ready documentation across assigned operational areas.

Identify operational or compliance risks and work collaboratively with OD&HR leadership and appropriate program leads to develop solutions.

Perform other related duties and support department-wide initiatives as assigned.

Minimum Education & Experience

Job requires a Bachelor's Degree in Human Resources, Business Administration, Public Administration, or a related field of study. Equivalent combination of education and experience will be considered.

The job requires four (4) to six (6) years of progressively responsible experience in HR operations, HR analytics, or business operations, including demonstrated experience in process improvement, compliance tracking, and reporting/dashboard development. Experience in a municipal or public-sector environment is preferred.

Experience providing administrative work direction to support staff is preferred. Familiarity with Texas Workforce Commission (TWC) unemployment claims processes is a plus. The job requires knowledge of human resource functions, applicable employment laws, and operational management principles. SHRM-CP or PHR certification is a plus.