Job Description: As a member of the P+C Operations team, the Lead P+C Operations Generalist (Lead) is a senior-level individual contributor and subject matter expert within the P+C Operations Shared Services Center. This role manages escalated or high-complexity issues, provides advanced guidance, and leads operational initiatives that strengthen service delivery. The Lead ensures consistent application of policies, supports sophisticated case management, interprets employment law, and serves as a key partner. The role also contributes to global P+C operations by supporting global processes and ensuring alignment with regional policies and requirements.
Operating with autonomy, this role brings deep HR expertise, advanced analytical capabilities, and strong operational leadership. The Lead mentors P+C Operations Generalists, collaborates with cross-functional teams, and improves P+C processes and employee experience globally.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES: - Advanced Employee Support & Case Management
- Manage complex, sensitive, or ambiguous issues, including advanced intake, assessment, documentation, and partnership with ER, PCBPs and Legal, as needed.
- Serve as a Tier-2 subject matter expert for policy interpretation, HR systems issues, and escalated inquiries requiring strong judgment.
- Coach P+C Operations Generalists on case handling standards, documentation quality, and escalation frameworks.
- Lead data analysis efforts using advanced to identify insights, risks, or patterns.
- Operational Excellence & Process Leadership
- Lead support of Shared Services Center support of P+C operational cycles such as compensation, benefits enrollment, performance management, and compliance audits.
- Develop and standardize SOPs, process maps, and knowledge base content to drive consistency and quality in shared services operations.
- Maintain and enhance knowledge base articles, FAQs, SOPs, and training materials to support global P+C Operations scalability.
- Monitor performance against SLAs and proactively recommend solutions to enhance service delivery.
- Perform advanced Workday transactions.
- Partner with P+C Technology teams on configuration updates, testing, and new releases.
- Partners with external vendors (poster compliance, background checks, etc.) to resolve escalations and ensure seamless service delivery.
- Immigration Program Support
- Serve as an operational point of contact for Vertex's immigration program, ensuring timely and compliant processing of visa, work authorization, and sponsorship activities.
- Partner with Legal, external immigration counsel, and PCBPs to resolve case-specific questions, escalations, or document requirements.
- Advise managers and employees on immigration-related processes, timelines, and policy considerations, ensuring consistent and compliant guidance.
- Maintain accurate records, monitor expirations, and support proactive risk mitigation related to global mobility and work authorization.
- Contribute to improvements in immigration workflows, documentation, and communication materials to enhance the employee experience.
- Cross-Functional Partnership
- Collaborate with P+C Business Partners, Centers of Excellence, Payroll, IT, and Legal to resolve escalations and ensure aligned, compliant outcomes.
- Provide advisory support on policy changes, impacts, and operational readiness.
- Ensure alignment of regional practices with global processes, identifying areas for standardization and coordinating with global team members.
- Assist in developing globally consistent case management and service delivery frameworks.
- Leadership Without Direct Reports
- Mentor P+C Operations Generalists, lead informal capability-building sessions, and model best practices in communication, documentation, and problem-solving.
SUPERVISORY RESPONSIBILITIES: - No direct reports; leads through expertise, influence, and mentorship.
REQUIRED QUALIFICATIONS: - HR Functional Expertise
- Advanced knowledge of HR practices, employment law, and compliance requirements.
- Strong proficiency across compensation, benefits, onboarding/offboarding, immigration, and performance processes.
- Skilled in complex issue intake, documentation, triage, and policy interpretation.
- Technical Systems & Data Skills
- Advanced Workday expertise, including troubleshooting, auditing, and data validation.
- Proficiency with case management tools (ServiceNow, Zendesk, Jira).
- Strong analytical skills.
- Leadership & Influence Skills
- Ability to lead without direct authority through expertise, coaching, and guidance.
- Strong cross-functional partnership with PCBPs, COEs, Legal, Payroll, and IT.
- Effective change leader with sound judgment balancing compliance, risk, and business needs.
- Project & Operational Excellence
- Experience leading cross-functional initiatives and process redesign efforts.
- Team support for operational cycles as Tier 1.
- Strong quality assurance skills and continuous improvement orientation.
- Communication & Professional Skills
- Clear communication style with ability to simplify complex issues.
- Skilled in handling sensitive situations.
- Strong writing skills and high integrity in managing confidential information.
- Behavioral Competencies
- Strategic thinker with ability to identify patterns and long-term impacts.
- Resilient and adaptable in fast-paced, evolving environments.
- Strong ownership mindset with consistent follow-through and accountability.
- 8-10 years of progressive HR generalist or HR operations experience, including case management.
- Demonstrated expertise in shared services, operational execution, and cross functional collaboration across domestic and global environments.
- Advanced proficiency in Workday and Microsoft Office applications.
PREFERRED QUALIFICATIONS: - Bachelor's Degree in Human Resources, Business Administration, or related field required; advanced credentials preferred.
- SHRMCP, SHRMSCP, PHR, or SPHR certification strongly preferred.
Other Qualifications The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.
Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule - better is the enemy of done. Don't spend hours when minutes are enough.
Work with Purpose - Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.
COMMENTS: The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.
Pay Transparency Statement: US Base Salary Range: $114,500.00 - $148,800.00
Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.
In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.
Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.
*In no case will your pay fall below applicable local minimum wage requirements.
Never miss an opportunity! Create an alert based on the job you applied for.
