Role Snapshot
Manager of HR Shared Services at Instructure who leads a team handling employee inquiries, complex escalations, and compliance-sensitive cases while driving process improvements and automation initiatives. This role is critical to ensuring consistent, high-quality employee support and operational efficiency across the organization.
Job Description
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
HR Shared Services is the front door for employee questions at Instructure. Our team handles day-to-day questions and owns complex cases: escalations, compliance-sensitive issues, and the problems that don't have a template answer yet.
What you'll do.
Manage and coach a team of HR specialists, including performance, development, and day-to-day workload.
Own escalations and complex employee cases end to end, from intake through resolution, keeping quality and consistency high.
Take ownership of AskHR reporting and dashboards, turning ticket and case data into insights HR leadership can act on.
Monitor knowledge base quality and close gaps so employees can self-serve more and escalate less.
Drive process improvement, especially where automation can take on more of the routine volume.
Some of the specific processes you’ll own include: immigration, global compliance, background checks and reporting
Cross-functional partnership with Payroll, IT and other HR COEs.
What you'll bring.
Three to five years of HR experience, ideally in a shared services, HR operations, or people support environment.
One to two years leading a team
Comfort with case management and ticketing tools (we use Jira and Confluence); dashboard or reporting experience is a strong plus.
Sound judgment on sensitive or ambiguous cases, and the ability to know when something needs to be escalated further.
Experience with Workday or a similar HRIS.
Exposure to global or multi-region HR support
Get in on all the awesome at Instructure!
We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
Comprehensive wellness programs and mental health support
Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
The technology and tools you need to do your best work
Motivosity employee recognition program
A culture rooted in inclusivity, support, and meaningful connection
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
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