Supervisor, HR Service Center

Job Details

Job ID:

450 Brookline Ave, Boston, MA 02215


Employment Type:
Full time

Work Location:
Remote: 100% off site


With a workforce of over 10,000 faculty, staff, trainees, academic appointees, contractors, and contingent employees -- and expectations for continued growth -- Dana-Farber Cancer Institute (DFCI) is undertaking a “scale up” and transformation of its Human Resources function over the next 3-5 years.

An important element of the HR transformation is the creation of a new, cross-functional Human Resources Service Center (HRSC) to provide front-line support to its workforce, retirees, and dependent families. 

Human Resources is seeking an inaugural Supervisor, reporting directly to the Benefits and HRSC Manager.

The Supervisor will oversee a team of approximately 7 FTEs, service center representatives, who comprise service “tier 1 and tier 2.”  The Supervisor will also lead HR’s efforts to provide a robust set of digital resources (service “tier 0”) to enable and support employee and manager self-service.

The HRSC will respond to requests for service or information in areas such as compensation, time reporting and pay, benefits, hiring, PTO and leaves, employee status changes, learning and diversity programs, payroll related questions and workplace policies. When needed, the HRSC will connect employees to both on- and off-campus service providers such as health insurers, retirement plan administrators, the employee assistance program, the employee credit union, information technology, and transportation services. The HRSC team will work closely with the Onboarding, Immigration, and Occupational Health and Safety teams in HR to coordinate smooth onboarding and the readiness of new hires to work productively on day one.

The HRSC team will be backed up by generalists in HR Consulting and by subject matter experts in HR centers of expertise (COEs). HR’s service tiers will work together as one team to support individual, team, and organizational effectiveness and to provide a positive employment experience. The Supervisor will consult with the COE on the escalation process, metrics, and oversite of the knowledge base consistently.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.



  • Manage and continuously improve HRSC operations.
  • Help in design and operationalizing processes for intake, triage, escalation, resolution, tracking, measurement, and quality control of service requests to Human Resources.
  • Help in designing and implementing policies and procedures that enable service center representatives to work effectively, efficiently, and sustainably.
  • Ensure adoption and strong proficiency in the use of service center tools and technology.

Customer Service:

  • Cultivate a positive working relationship between Human Resources and the individuals and groups it serves by frequently communicating, soliciting feedback, and listening, and measuring “customer” satisfaction.
  • Manage and close most routine HR service requests at tier 1; escalate complex or sensitive service requests to tier 2, working in partnership with the appropriate service provider, COE, or HR generalist to resolve.

Service Excellence:

  • Serve as subject matter expert and thought leader within Human Resources on techniques, technology and practices that enhance service management, service mindset, and customer service.
  • Increase the ability and capacity of the HRSC and HR more broadly to anticipate and respond to user and employee needs quickly.
  • Establish performance and service standards for customer service, responsiveness, and completed resolution.
  • Define, capture, analyze, and report on key performance metrics.

HR Process Improvement:

  • Identify unmet needs or expectations, process gaps and disconnects, or other sources of difficulty for employees or HR users in understanding or performing routine HR tasks easily and successfully.
  • Elevate employee and HR user problems at the root-cause level. Collaborate with HRIS, HR consulting, and COEs to improve the employee experience and drive end-to-end HR process improvement.


  • Support a talented, dedicated team of people who contribute to Dana-Farber’s mission by fielding a broad range and high volume of daily HR inquiries and service requests.
  • Create a healthy, engaging work environment and opportunities for learning and growth for the HR Service Center staff. Challenge unrealistic or unachievable demands.
  • Empower and inspire the team to provide the best service and employment experience possible to the Dana-Farber community.


  • Effectively leverage automation, data, and process simplification to reduce the labor intensity of HRSC work, reduce cycle time, avoid errors and problems, and improve performance.

Supervisory Responsibility:

  • Direct supervisor responsibility for employees within HRSC including help with hiring, scheduling, cross-training, performance management, talent assessment, learning, and development.
  • Grow HR subject matter expertise and business acumen within the team.
  • Display an understanding of the needs and perspectives of others; understand the value and importance of a diverse team



  • High School Diploma or GED required.
  • 3 - 5 years relevant, successful work experience in HR operations, HR shared services, or an HR service center in a large, complex organization with a workforce of 10,000+
  • Strong working knowledge of HR ERPs (such as PeopleSoft or Workday) and HR Integrated Service Management tools (such as ServiceNow or Zendesk)
  • Broad fluency and significant subject matter expertise in human resources


  • Experience working in high-volume HR (shared) services preferably in a health care, research, education, or non-profit setting.
  • Experience within a service center
  • Ability to think broadly and strategically about how to provide an excellent employee and HR user experience, and in detail about the people, processes, and systems needed to consistently achieve these outcomes.
  • Excellent analytical and critical thinking skills leading to effective problem prevention and resolution, with consistent attention to root causes.
  • Exceptionally effective communicator. Ability to build, develop, and motivate a talented team. Strong emotional intelligence and interpersonal skills. Able to establish a psychologically safe work environment.
  • Technology-forward, data-fluent way of working
  • Strong planning and project management skills; ability to manage multiple workstreams simultaneously with strong results/goal orientation

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

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