Position Details
Position Information
| Recruitment/Posting Title |
Tier 2 Service Center Manager |
| Job Category |
Staff & Executive - Human Resources |
| Department |
UHR- Human Capital Management |
| Overview |
Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey's preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.
For two consecutive years, Rutgers is ranked on Forbes' list of America's Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication's 2023 list.
Rutgers' commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation's military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
University Human Resources (
UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent. |
| Posting Summary |
Rutgers, The State University of New Jersey, is seeking a Tier 2 Service Center Manager for the Human Capital Management.
The Tier 2 Service Center Manager at Rutgers University leads a team of advanced support agents within the
HCM Cloud Support Service Center, addressing escalated, complex, or specialized HR and Payroll inquiries. As the second line of support, this team acts as the bridge between Tier 1 agents, functional experts, and technical constituents. The manager ensures timely case resolution, promotes cross-functional knowledge sharing, and drives continuous service improvement aligned with Rutgers' Oracle Cloud environment.
This role plays a critical part in refining case resolution pathways, enhancing team capabilities, and contributing to a responsive and reliable user experience across the university.
Among the key duties of this position are the following:
Team Management & Service Oversight
- Oversees the HR Service Center team, providing guidance, support, and performance management.
- Manages Tier 2 support specialists responsible for resolving advanced HR and payroll inquiries.
- Oversees case queues, prioritizes escalations, and assigns cases based on issue type and team expertise, ensuring balanced workload distribution across the team.
- Provides subject matter expertise to ensure accurate handling of inquiries that require policy interpretation, system troubleshooting, exception processing.
- Coaches and develops team members to deepen their technical and functional expertise within HCM Cloud Modules.
Customer Support & Inquiry Resolution
- Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams.
- Resolves complex HR, Payroll and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows.
- Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service.
- Ensures high-quality, timely resolutions and maintains documentation of case trends to reduce repeat inquiries.
Collaboration
- Serves as a liaison to HR, Payroll, IT, and knowledge management teams to ensure that Tier 2 support reflects current processes, systems and policies.
- Develops and refines escalation protocols, collaborating closely with Tier 1, Tier 3, and technical support teams.
- Partners with the Tier 1 Service Center Manager to streamline processes, reduce handoffs, and improve agent efficiency.
- Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring Tier 2 issues.
Reporting & Continuous Improvement
- Processes improvement.
- Identifies opportunities to improve HR processes, streamline workflows, and enhance the employee experience.
- Tracks and analyzes Tier 2 case metrics, resolution times, and escalation patterns.
- Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies.
- Reports and analytics.
- Tracks key HR metrics and providing insights to improve HR operations.
- Develops reports and dashboards to highlight Tier 2's performance and inform operational decisions.
Additional Duties including, but not limited to the following:
- Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.
|
| FLSA |
Exempt |
| Grade |
07 |
| Salary Details |
|
| Minimum Salary |
94492.000 |
| Mid Range Salary |
119604.000 |
| Maximum Salary |
144715.000 |
| Offer Information |
The final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent. |
| Benefits |
Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:
- Medical, prescription drug, and dental coverage
- Paid vacation, holidays, and various leave programs
- Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
- Employee and dependent educational benefits (when applicable)
- Life insurance coverage
- Employee discount programs
|
| Position Status |
Full Time |
| Working Hours |
|
| Standard Hours |
37.50 |
| Daily Work Shift |
|
| Work Arrangement |
|
| Union Description |
Administrators Confidential |
| Payroll Designation |
PeopleSoft |
| Seniority Unit |
|
| Terms of Appointment |
Staff - 12 month |
| Position Pension Eligibility |
ABP |
Qualifications
| Minimum Education and Experience |
- Bachelor's degree in a closely related field.
- 5+ years of experience in a customer service or shared services environment, preferably in HR or payroll.
|
| Certifications/Licenses |
|
| Required Knowledge, Skills, and Abilities |
- Demonstrated leadership or supervisory experience.
- Ability to manage workflows, resolve conflicts, and support agents in a fast-paced environment.
|
| Preferred Qualifications |
- Experience supporting or managing within a multi-tiered service center model.
- Familiarity with HCM systems (e.g., Oracle) or case management platforms (e.g., ServiceNow).
- Experience using dashboards or reports to drive service improvements.
|
| Equipment Utilized |
- Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom.
|
| Physical Demands and Work Environment |
|
| Special Conditions |
|
Posting Details
| Posting Number |
25ST2399 |
| Posting Open Date |
11/18/2025 |
| Special Instructions to Applicants |
|
| Regional Campus |
Rutgers University-New Brunswick |
| Home Location Campus |
Rutgers University - New Brunswick |
| City |
New Brunswick |
| State |
NJ |
| Location Details |
|
Pre-employment Screenings
All offers of employment are contingent upon successful completion of all pre-employment screenings. Immunization Requirements
Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination. Affirmative Action/Equal Employment Opportunity Statement
It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement |
Rutgers University
life insurance, employee discount
Nov 19, 2025