HR Operations Generalist

About the People Team

Our People Team is at the forefront of building a world-class virtual-first company and being a leader in the Future of Work. Our People team believes in the power of our people. We craft an employee experience that starts with hiring incredible people, investing in their career development, and providing a holistic approach to benefits and wellness.

About the Role

The People Operations Generalist will play a key role in delivering exceptional support to employees, with a primary focus on our North America team, while also providing support for the Philippines team as needed. You'll manage and resolve a wide range of employee requests with accuracy, discretion, and care, ensuring that every Thumbtacker can stay focused on doing their best work for our customers and pros. This role goes beyond routine task completion, driving proactive problem-solving and leading process improvements. In this role, you'll help streamline and improve core People Ops processes while identifying opportunities to scale and enhance our support model. A mindset of continuous improvement, both individually and operationally, is essential. Occasional flexibility in working hours may be required to attend cross-time zone meetings or support high-priority initiatives.

What you’ll do

This role serves as the first line of support for the People Team—triaging tickets and managing key People Ops processes, including onboarding, offboarding, job changes, employment verifications, and Workday transactions for team members in North America and the Philippines. As the initial point of contact for internal and external inquiries, you’ll work to resolve issues directly or guide them to the right resource, enabling our employees to stay focused on serving customers and pros.

• Execute employee data updates (e.g., headcount planning, onboarding, offboarding, employment verification, unemployment processing) with minimal guidance, escalating exceptions.
• Manage and triage the People Operations ticket queue, answering questions, processing transactions, redirecting, and escalating or assigning more complex requests as appropriate.
• Provide employees with accurate and useful direction, resources, or support as needed to their queries in the quickest and most effective channel (email, ticket, or Slack message).
• Work cross-functionally to improve operational efficiency and the employee experience by identifying opportunities for automation, process and policy changes, and improved communications and documentation. This includes leading smaller-scale projects focused on enhancing People Ops processes.
• Assist in the completion of special and ad-hoc People projects.
• Run reports and audits to identify when potential or actual issues exist in the HRIS system.
• Assist in reviewing and updating HR policies to align with operational needs.
• Serve as a backup for TPH-related People Operations tasks as needed.
• Contribute as a team member by engaging in team meetings, team-building activities, and other team and company events.

In order to be successful, you must bring

• 5+ years Human Resources experience, with a 3+ years of direct experience in HR delivery or shared services in the US regions
• Solid understanding of US Human Resources processes, including onboarding/offboarding, employee data management, benefits administration, and compliance
• Demonstrated ability to manage multiple tasks and projects in a fast-paced, high-volume environment
• Proven track record in ticketing, mailbox logic, and workflow oversight using HRIS platforms and ticketing/case management systems (e.g., JIRA, Zendesk)
• Experience working with SLAs, audit standards, and compliance metrics
• Excellent communication and interpersonal skills; capable of working effectively across cultures and geographies
• Comfortable working in a fast-paced tech environment where processes are still being defined.
• Ability to triage and prioritize work from multiple channels, exercising independent judgment to manage competing demands.
• Familiarity with Workday, and/or Greenhouse.
• Knowledge of Philippine Labor Laws and Statutory Benefits