Senior Level Customer Experience Specialist Jobs

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the No. 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

The Director of HR Employee Experience manages multiple employee facing HR operational functions including but not limited to: New Employee Onboarding, HR Tier 1 Support, Leave Administration and HR Services Center (HRSC) operations. This role manages front facing services that will enhance employee service delivery while also focusing on mid- and long-term strategies for improvement. This role is a key member of the HR Services Leadership team, collaborating closely with all HR functions, HR Leadership, and campus leaders to shape the direction of the Employee Experience functions, enhancing the onboarding and transfer experience, Leave Administration processes, HR Tier 1 Support, and HR Services Center operations.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare - no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

Education

Bachelor's Degree is required. A degree in HR, Business Administration or related is preferred.

Experience

6 years of progressively responsible Human Resources and front-facing HR operations experience such as the HR Service Center, Leave Administration, and onboarding.

6 years minimum in a leadership and supervisory role leading different areas of HR. Extensive knowledge of overall Human Resources functions to lead multiple front-facing processes.

Preferred

Experience

Experience working with current HCM systems, HR case management tools, applicant tracking systems and other related applications and technology preferred.

JOB DUTIES

New Employee Onboarding

• Provides vision, leadership, planning, project coordination and management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs within the organization.
• Drives onboarding efforts from time of offer acceptance, through the pre-onboarding process to new employee orientation.
• Oversees a team that are subject matter experts on general HR and organizational information to effectively answer questions and help new hires navigate UTSW.
• Ensures the timely completion of all pre-employment activities including the background check process to include Occupational Health, MVR, badging, license/certification verification and I-9 completion.

HR Tier I Support

• Provides leadership to HR Tier I Support team to ensure delivery of high-level customer service and ability to answer all Tier 1 level inquiries in all areas of Human Resources including Employee Relations, Payroll, Compensation, Benefits, Talent Acquisition, Leave Administration, and all HR related programs, policies, and procedures.
• Monitors performance metrics within phone support platforms and the HR case management system to ensure service level agreements (SLAs) are consistently met and maintained on a daily basis.
• Proactively reviews and analyzes key performance metrics to ensure daily compliance with established service level agreements (SLAs) and support operational excellence. Ensures daily quality assurance audits are conducted to verify the accuracy of information provided, ensure compliance with identity verification protocols, and maintain a high standard of customer service for all employees.

Leave Administration

• Responsible for the strategic oversight and operational management of the organization's leave of absence programs, ensuring strict compliance with federal, state, and organizational policies.
• Leads the day-to-day operations of the leave administration team, providing clear direction, coaching, and support to drive accuracy, accountability, and service excellence. The manager ensures timely and precise processing of leave requests (FMLA, parental, military, personal, etc.)
• Serves as a subject matter expert on all leave-related policies and regulatory requirements. In partnership with Payroll, HR Data Management, Benefits, Legal, and departmental leaders, this role proactively identifies risks, strengthens audit controls, and develops innovative solutions to streamline processes and improve efficiency.
• Leverages analytical insights, designs and implements standard operating procedures (SOPs), and champions continuous process improvements by thinking creatively and challenging traditional methods.
• Deliver a compliant, efficient, and employee-centered leave program that enhances the overall workplace experience.
• Manages Leave Administration following UTSW policies and procedures using effective management and communication skills to develop and ensure program effectiveness. This includes requests related but not limited to the following: Family Medical Leave Act, State Parental Leave Act, Military Leave, and Emergency Leave.
• Approves and/or denies leave cases based on relevant medical information. Coordinates and organizes all medical information and ensures that HIPAA and Employee Privacy guidelines are closely monitored and effectively executed.

HR Service Center Operations

• Designs and implements policies and procedures for HR representatives who respond to employee inquiries.
• Ensures the Employee Experience function is adequately staffed and maintains performance standards, including customer service, responsiveness and completed resolution of issues.
• Ensures the on-site HR Service Center team is set up for success to support our on-site employees.
• Responsible for inventory management to ensure efficient operations for employee badging procedures.

Team Leadership and Development

• Builds and maintains a strong functional team through effective recruiting, training, coaching and team building. Optimizes efficiencies and ensures HR compliance through the establishment of consistent practices, and creates a culture of highly engaged professionals focused on exceptional customer service.

Collaboration & Communication

• Develops and maintains positive relationships with all HR team members and UTSW leadership, as well as related customers; serves as an interface between internal/external customers and functional team members to ensure effective definition and delivery of all HR Services functions.
• Promotes proactive data-driven approaches to solve business needs/problems and creating new systems or processes as needed.

Performs other duties as assigned.

Salary Information

Salary is commensurate with education, skills, and relevant experience.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.