About this role.
This HR Shared Services Manager leads a team of HR specialists who handle employee inquiries, escalations, and sensitive cases. The role owns case resolution quality, AskHR reporting, knowledge-base health, and process automation initiatives. It also manages operational processes including immigration, global compliance, background checks, and reporting while partnering with Payroll, IT, and HR centers of excellence. Candidates need hands-on HR operations experience, team leadership capability, sound judgment, and comfort with Jira, Confluence, Workday or similar HRIS platforms.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first document the facts, assess urgency and risk, and confirm the applicable policy and legal or compliance considerations. I would engage the appropriate HR, Legal, Payroll, or regional stakeholders early, establish clear ownership and communication expectations, and maintain a complete case record. After resolution, I would identify whether guidance, training, or process changes are needed to prevent recurrence.
I would track ticket volume and trends, first-response and resolution times, backlog and aging, escalation rate, reopen rate, satisfaction or quality results, and common issue categories. I would segment the data by region, employee population, case type, and channel where appropriate. The dashboard should pair operational metrics with actionable insights, such as knowledge-base gaps or processes that are suitable for automation.
I set clear expectations for quality, responsiveness, documentation, confidentiality, and escalation judgment. I use regular one-on-ones, case reviews, calibration sessions, and performance data to provide specific coaching and recognize strong work. I also balance workloads deliberately and ensure the team has current playbooks and training for changing policies and processes.
I would analyze ticket categories, repeat contacts, resolution paths, and search behavior to identify high-volume, low-complexity requests. Then I would improve knowledge articles, simplify request forms, standardize macros, and automate appropriate workflows in the HRIS or ticketing platform. I would monitor deflection, satisfaction, escalation rates, and resolution time to confirm that self-service is genuinely helping employees.
I would define the issue, business impact, desired outcome, owners, and timeline in a shared case or project record. I would ensure that employee-facing communication remains coordinated and that sensitive information is shared only with necessary stakeholders. Following resolution, I would facilitate a root-cause review and document process or system improvements to reduce future handoff failures.
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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