Job Location:
Houston, Texas

Position Profile

HR Operations Partner

Title: HR Operations Partner

Reports To: HR Operations Manager

Department: Human Resources

Supervises: N/A

Role Objectives:  This position will be responsible for operational performance (service, productivity and quality) and delivering day-to-day customer service to all associates within a designated geographic division. Additionally, this position will administer the end-to-end HR transactional activities associated with those associates and engage in the continuous improvement of the HR Operations team and their aligned division.

Key Responsibilities:

  • Proactively partner with divisional team and leadership to identify HR related operational issues, needs and trends
  • Build and maintain relationships and rapport and credibility with internal and external teams by utilizing deep HR expertise to provide support and counsel on complex issues
  • Collaborate with management, HR Business Partners, and HR Centers of Expertise to implement and manage Human Capital programs and strategic initiatives efficiently and effectively
  • Deliver ongoing HR services, programs, and communications that link to the strategy of the business and add value
  • Provide assistance with HR Operations projects, as needed, to support all functional Human Capital teams
  • Perform transactions related to one or more HR specialties with a high degree of accuracy and strict adherence to written procedures and SLAs
  • Respond to incoming correspondence from employees or managers for all HR related inquiries
  • Respond to escalated Customer Care tickets in the SLA timeframe
  • Reference company policies and procedures to ensure accuracy of response and offer all available information
  • Determine and addresses any unstated needs and recognizes when further escalation of a situation is necessary
  • Maintain knowledge of organizational and departmental policies and procedures
  • Portray a positive, professional, customer and delivery orientated image of the company
  • Identify, communicate and develop process improvement initiatives for the functional HR space
  • Assist in HRIS functional improvements, including but not limited to, testing and process improvement
  • Audit all aspects of the HR Operations function for internal and external audit requests
  • Provide biweekly, quarterly and daily reports to internal and external customers
  • Other duties as projects as assigned by leadership

Skill Requirements:

  • Results driven
  • Effective at building cross-functional relationships
  • Service oriented
  • Exceptional communicator
  • Consensus builder
  • Initiative
  • Analysis and problems solving skills
  • Self-motivated
  • Strong communication and organizational skills required
  • Strong interpersonal and customer service skills, with the ability to work both independently and in a team environment
  • Capable of utilizing HR knowledge to build rapport and credibility with leadership

Knowledge Requirements:

  • Employment and Labor Laws
  • Strong analytics and data reporting capability
  • Proficiency managing multiple projects
  • Must be able to manage highly confidential and sensitive information
  • Proficient with Microsoft Office applications (Word, Excel, PowerPoint)
  • Ability to multi-task, work under pressure and adapt to change
  • Possess a broad HR background and expertise across a variety of functional areas


  • Bachelor’s degree required
  • PHR or SHRM-CP certification preferred

Professional Experience:

  • 5+ years Human Resources experience
  • 5+ years Customer Care experience
  • Workday experience strongly preferred

Key Accountabilities:

  • Ensures compliance with Employment and Labor Laws
  • Effectively, accurately and efficiently maintain all associate information in the HRIS system
  • Effectively, accurately and efficiently respond to escalated and operational concerns for an assigned geography

Personal Characteristics:

  • Acts with honesty and integrity
  • Strong fit with organizational culture

Physical Requirements:

  • Sitting for up to 8+ hours
  • Up to 5% travel
  • Standing occasionally
  • Walking occasionally
  • Talking frequently
  • Hearing frequently
  • Usage of hands and fingers
  • Reaching with hands and arms

Video Interview

Our application process encourages completion of a HireVue video interview, allowing you to bring your experience to life by telling your story versus leaving it to a resume. After completing the online application:

  • You will receive an email from HireVue with instructions to complete the HireVue video interview (make sure to check your Junk/Spam folder).
  • Should your background and experience align with the qualifications for the position, you may be contacted by a Mattress Firm team member via phone or email.