University of California Office of the President · 1 day ago
PRODUCTION SUPPORT MANAGER
Riverside, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$103K/yr - $196K/yr
8+ years expThe University of California Office of the President is a leading institution dedicated to excellence in teaching, research, and public service. They are seeking a Production Support Manager to provide strategic leadership and operational oversight to a team handling escalated HR inquiries, ensuring service excellence and compliance with UC policies.
EducationHigher EducationProfessional Services
Responsibilities
25% People Management & Team Leadership: Provides comprehensive leadership to supervisors and associates, setting a strong foundation for operational excellence, accountability, and high-performance team culture. Responsibilities include establishing priorities, managing workload distribution, and ensuring consistent adherence to established policy, procedures and service delivery standards. This function encompasses full-cycle people management, including strategic hiring, onboarding, and ongoing talent development. Delivers coaching, performance feedback, and mentorship to strengthen team decision-making, reinforce compensation control practices, and promote a culture of continuous improvement and customer-centric service
35% Escalation Oversight & Case Resolution: Leads the end-to-end resolution of escalated transactional inquiries across HR, Benefits, Accruals, and Payroll, each involving significant policy, regulatory, and technical complexity. Applies advanced subject matter expertise to diagnose issues such as retroactive pay adjustments, benefits eligibility disputes, leave accrual discrepancies, and multi-unit employment scenarios. Ensures all resolutions align with UC policies, regulatory requirements, and established compensating controls while safeguarding data integrity and mitigating operational risk. High-impact escalations may require the Manager to develop and approve compensation adjustments, benefits and retirement corrections, manual calculations, data fixes, or system workarounds while ensuring all solutions align with UC policy, regulatory obligations, and operational standards. Through this oversight, the Manager ensures escalated cases are resolved comprehensively, with clear documentation, stakeholder communication, and adherence to service-level expectations. Works cross-functionally with COE, HR, Benefits, Payroll and technical teams to validate system behavior, determine corrective actions, and ensure accurate processing within UCPath. Provides authoritative guidance to supervisors and associates on evaluating case drivers, assessing system impacts, and executing compliant resolutions
25% Process Optimization, Quality Assurance & Compliance: Leads inquiry forecasting, trend analysis, and root-cause investigations to drive workflow and process enhancements that elevate operational efficiency, data integrity, inquiry and transaction accuracy. Partners with teams to define system requirements within PeopleSoft, Salesforce, and within Robotic Process Automation (RPA) tools. Validates configuration changes, supports testing activities, and ensures new or updated functionality that aligns with business process, compensating controls, regulatory obligations and UCPath operational standards. Actively participates in the prioritization of Salesforce fixes by assessing operational risk, customer impact, and compliance considerations, ensuring that high-impact defects and enhancements are addressed in alignment with UCPath priorities. Maintains and updates standard operating procedures, process maps, and knowledge resources to reflect evolving processes, policies and system enhancements. Simultaneously ensures escalated case handling adheres to UC policy, collective bargaining agreements, regulatory requirements, and internal compensating control protocols. Implements sustainable corrective actions to prevent recurrence. Upholds strict confidentiality practices, reinforces compliance posture, and proactively mitigates technical and operational risks that may affect HR and Benefit data integrity and payroll accuracy
15% Cross-Functional Collaboration & Stakeholder Engagement: Partners with UC locations, central offices, and internal UCPath units to coordinate escalated case resolution, streamline processes, and strengthen end-to-end integration across functional and technical workflows. Communicates inquiry trends, system-related impacts and operational risks to stakeholders to ensure alignment and informed decision-making. Represents Production Support needs in business, technical working groups and cross-functional forums, ensuring system updates, policy changes, and process decisions incorporate operational requirements and reinforce compensating controls. Collaborates closely with COE, Retirement Service Center, HR, Payroll, Benefits, and technical teams to validate system behavior, determine corrective actions, and ensure accurate processing within UCPath. Provides authoritative guidance to supervisors and associates on evaluating case drivers, understanding system impacts, and executing compliant and technically sound resolutions
Qualification
Required
Min 8 years Progressive experience in HR, Payroll, Benefits or shared-services operations within a high-volume, customer-focused environment and/or equivalent education/training
Min 5 years Supervisory or managerial experience leading teams responsible for complex transactional processing or escalated case resolution
Min 2 years Direct experience working with PeopleSoft HCM or other enterprise HRIS platforms, including troubleshooting, data validation, and understanding downstream impacts
Min 2 years Hands-on experience with Salesforce or similar case management systems, including triage, analysis, productivity measurement, and workflow management
Experience in leading teams, setting expectations, coaching and managing performance; has ability to build relationships
Demonstrated advanced knowledge of employer policies and procedures in large and complex institution; knowledge of various functional human resources, benefits administration and payroll areas and understands how operational work impacts other business areas
Knowledge of human resources and payroll concepts and regulations related to leaves of absences, retirement, compensation, labor relations, and other areas of HR
Knowledge of common HR/Payroll Management systems. Demonstrated understanding of data dependencies and downstream impact of system, policy, benefits and labor changes
Experience in making decisions regarding hiring, evaluating, and development of subordinates; determines the best way of achieving unit goals
Strong collaboration and teamwork skills. Demonstrated ability to lead in a collaborative environment, build consensus and promote the exchange of information among team members
Highly self-motivated and directed. Strong attention to detail and thoroughness in work product. Ability to prioritize, streamline and accomplish assigned projects
Ability to promote and implement changes to current practices and processes. Demonstrated excellent influencing, conflict management, and negotiation skills. Demonstrates ability to handle extremely difficult or volatile situations/individuals effectively. Demonstrates ability to delegate and oversee assignments to ensure successful and timely completion as well as to obtain the cooperation of others within and outside the unit
Ability to foster a sense of community among a diverse employee population through use of inclusive management practices
Excellent written, oral, presentation, facilitation, and interpersonal communication skills to convey technical and complex benefit program information in a clear and concise manner to all levels of the organization; may make oral or written presentations
Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities. Ability to maintain flexibility and quickly address changing priorities
Ability to accomplish assigned projects without compromising the integrity of the UCPath Center and/or University of California policies and procedures. Strong analytical, problem solving, critical thinking, organizational skills. Ability to appropriately handle confidential matters and material. Highly self-motivated and directed. Ability to provide excellent service with integrity
Intermediate skills with MS Office applications and related industry software
Bachelor's degree in related field and/or equivalent experience/training
Preferred
Certified Professional in Human Resources (PHR/SPHR)
Certified Payroll Professional (CPP)
Fundamental Payroll Certification (FPC)
Benefits
Comprehensive benefits package offered by UCPath Center
Company
University of California Office of the President
The Office of the President is the system wide headquarters of the University of California, managing its fiscal and business operations, and supporting the academic and research missions across its campuses, labs and medical centers.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Cora Han
Chief Health Data Officer, UC Health
Recent News
The Journal Record
2023-11-19
The Journal Record
2023-10-21
The Journal Record
2023-10-11
Company data provided by crunchbase