Manager, HR Shared Services

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, e