Manager, Team Member Experience

COMPANY OVERVIEW

Moss is a national privately held construction firm providing innovative solutions resulting in award-winning projects. With regional offices across the United States, Moss focuses on construction management, solar EPC, and design-build. The company's diverse portfolio encompasses a wide range of sectors, including luxury high-rise residential, landmark mixed-use developments, hospitality, K-12 and higher education, justice, solar energy and battery storage, and sports. Moss is ranked by Engineering News-Record as the nation's top solar contractor and one of the top 50 general contractors. Moss prides itself on a strong entrepreneurial culture that honors safety, quality, client engagement, and employee development. Its employees consistently rank Moss as one of the best places to work.

POSITION SCOPE AND ORGANIZATIONAL IMPACT

Moss' Manager, Team Member Experience, will lead the delivery of high-quality, employee-focused HR services across our regional operations. The Team Member Experience provides centralized support for transactional and operational HR needs, ensuring employees and managers receive timely assistance with day-to-day HR processes, inquiries, and documentation.

This role collaborates closely with Solar HR and HR Pods-comprised of HR Business Partners, HR Generalists, and Recruiters- that are aligned with business partners and focus on strategic talent management, employee relations and the full lifecycle of the employee experience. Manager, Team Member Experience also partners with People & Capability Hubs in Talent Development, Total Rewards, and Technology, which provide enterprise-wide solutions and tools. This role ensures that the Team Member Experience complements-not duplicates-the work of Solar HR, HR Pods & Hubs, and supports a clear and intuitive experience for employees and leaders across the organization. Together, these teams create a seamless and comprehensive HR service experience.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Lead and manage a team of Team Member Experience professionals, fostering a high-performance and service-oriented culture

• Monitor team performance, provide coaching and development, and ensure continuous improvement of service delivery

• Ensure consistent adherence to HR policies, processes, and service-level agreements (SLAs), delivering timely and accurate HR support to employees

• Oversee the execution of core HR services including support for benefits administration, employee records management, payroll support, and inquiry resolution via case management, chat, and voice support

• Serve as the escalation point for complex or sensitive HR cases, identifying root causes and developing resolutions that reinforce service excellence

• Continuously assess and improve operational processes for efficiency, scalability, and quality

• Partner with People Technology and IT teams to align system functionality with service delivery goals; participate in user acceptance testing (UAT) and systems implementation as required

• Utilize HR technologies and performance metrics to monitor Team Member Experience performance, identify trends, and recommend enhancements

• Drive process improvements and automation in HR service delivery, reducing manual efforts, and enhancing the employee experience

• Ensure all HR services comply with local labor laws, internal policies, and regulatory requirements

• Safeguard employee data privacy and maintain strict confidentiality of all HR documentation and records

• Establish and maintain controls to reduce risk and improve accuracy in service delivery

• Reduce risk by prioritizing compliance, data integrity, and audits in its practices

• Collaborate with People & Capability Hubs, Solar HR, and HR Pods to implement enterprise-wide HR programs and ensure seamless service delivery

• Serve as a liaison between employees, HR teams, and business leaders to ensure the employee experience is cohesive and aligned with HR strategy

• Perform other duties as assigned

EDUCATION AND WORK EXPERIENCE

• Bachelor's degree in Human Resources, Business Administration, or a related field required

• 5+ years of progressive experience in HR Service Center, HR Operations, or Shared Services environments

• Demonstrated success in leading high-performing teams and delivering employee services at scale

• Strong knowledge of HR policies, employment law, and service center best practices

• Proficiency with HRIS systems (e.g., Workday, SAP, Oracle) and experience in system implementations or upgrades

• Skilled at vendor management and can hold vendors accountable for requested services

• Experience in process improvement, change management, and HR service delivery transformation

• Excellent communication, problem-solving, and stakeholder management skills

• HR certification (e.g., SHRM-CP, SHRM-SCP, PHR) preferred

• Experience working across geographies and cultures is highly desirable

JOB TITLE: MANAGER, TEAM MEMBER EXPERIENCE

JOB LOCATION: FORT LAUDERDALE, FL

CLASSIFICATION: FULL TIME - EXEMPT - SALARIED

REPORTS TO: DIRECTOR, TEAM MEMBER EXPERIENCE & HR TECHNOLOGY

Moss is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.