HRIS - Customer Success - Sr. Engagement Solutions Manager

Description

The Customer Success – Sr. Engagement Solutions Manager plays a critical role in shaping the global Human Resource Information Systems (HRIS) strategy by leading cross-functional initiatives that align system capabilities with business goals, drive operational efficiency, and promote system adoption through subject matter expertise, stakeholder engagement, and strategic influence. This role oversees a team of Customer Success Analysts and manages the global intake, triage, and resolution of HRIS-related inquiries, requests, and projects, while also serving as the key liaison between global HRIS users and technical teams. Additionally, the Sr. Engagement Solutions Manager leads the planning and execution of large-scale HRIS implementations and enhancements, ensuring customer satisfaction and business impact.

• Facilitate training for new HRIS tools, features or updates in collaboration with HR and IT partners.
• Maintain a deep understanding of system functionality and processes to support the global HRIS strategy.
• Collaborate with senior HR and business leaders to align HRIS initiatives with organizational priorities, ensuring technology investments deliver measurable value.
• Leverage data analytics and system insights to identify trends, inform HR strategy, and proactively recommend enhancements to improve employee experience and operational outcomes.
• Consults with HR Leadership and other teams to continuously evaluate and leverage SuccessFactors and other HR technology capabilities to support people strategies and enhance user experience.
• Lead global HRIS initiatives and implementations, managing project timelines, resource allocation, stakeholder communication, and efficient delivery of new or enhanced technical solutions.
• Drives change management strategies that align people, processes, and technology to achieve sustainable transformation.
• Stay informed on emerging trends in HRIS technologies to make recommendations.
• Manage a team of Customer Success Analysts to ensure high-quality support for HRIS inquiries, issues, and service requests from customers across multiple affiliate businesses globally.
• Foster strong cross-functional partnerships equally with internal teams and external affiliate customers to ensure seamless integration, alignment, and optimization of HR systems and processes.
• Support the selection, communication and ongoing relationships with external HRIS vendors and providers.
• Supports the development and maintenance of the global strategic roadmap for HRIS capabilities that supports long-term business objectives and evolving workforce needs.
• Serve as the primary point of escalation for HRIS service delivery, overseeing intake workflows, prioritization, and resolution timelines for multiple systems.
• Partner with HR to ensure data integrity and optimal use of HRIS systems through proactive support and guidance.
• Lead, coach, and develop a team of Customer Success analysts by providing ongoing mentorship, performance feedback, and professional development opportunities.
• Maintains strict confidentiality and controls to protect sensitive personnel information across systems.
• Act as a strategic liaison between affiliate business users and technical HRIS teams, translating business needs into technical requirements to ensure accurate and timely execution of technical solutions.
• Champion a culture of continuous improvement by identifying opportunities to streamline processes, enhance system usability, and increase adoption across global teams.

Requirements

The ideal candidate will have at least a minimum of ten (10) years of progressive experience leading large system implementation projects, ideally HRIS, including at least five (5) years in a people manager capacity

• Excellent communication skills with the ability to bridge technical and business stakeholders.
• Lifting/physical requirements: Regularly required to sit for long periods, stand, walk, talk, and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Understanding of global data privacy regulations, system security practices, and compliance requirements.
• Experience working in a global, matrixed organization is preferred.
• Proven experience managing project communication and milestones for system integrations
• Strong project management and vendor management skills for large-scale projects.
• Education Requirement: Bachelor’s degree in business administration, Human Resources, Information Technology, Computer Science, or an equivalent combination of education/certifications and experience.
• Experience in rapidly scaling organizations.
• PMP certification is highly preferred
• General understanding of technologies and tools such as APIs, data migrations, and middleware platforms.
• Familiarity with Japanese business culture is a plus.
• Experience working in a fast-paced, timeline-driven environment
• Experience: Minimum of ten (10) years of progressive experience leading large system implementation projects, ideally HRIS, including at least five (5) years in a people manager capacity.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Travel %: 20%

Benefits

• Great working environment and culture
• Excellent growth and advancement opportunities
• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Paid vacation, sick time and 15 holidays
• Standard Monday through Friday work week. Weekend/late night work if applicable: %

Training + Development

Interview process

Visa Sponsorship

Security clearance