Sr. Manager, HR Service Delivery & Compliance

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 27,000 associates who work at Five Below and they'll tell you there's no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It's all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

Key Responsibilities

HR Service Delivery & Operations

• Lead end-to-end HR service delivery across store, ship center, corporate, and international populations, including onboarding, offboarding, job changes, and employee data management
• Support high-volume hiring cycles (seasonal, part-time, hourly workforce) across multiple geographies with efficient and compliant processes
• Ensure accurate and timely processing of HR transactions (new hires, transfers, promotions, terminations)
• Manage day-to-day HR Operations, including employee lifecycle administration, HR systems support, and manager/crew member inquiries
• Establish and monitor SLAs and KPIs to ensure high-quality, responsive service delivery across regions
• Serve as escalation point for complex or time-sensitive HR operational issues

HR Compliance & Regulatory Management

• Ensure compliance with all applicable federal, state, local, and international employment laws and regulations
• Oversee I-9 completion, verification, retention, audit readiness, and remediation efforts (U.S.)
• Ensure appropriate right-to-work verification and employment eligibility processes for international locations
• Manage E-Verify processes, including case management and resolution (U.S.)
• Oversee background check programs, including vendor management, adjudication guidelines, and compliance with FCRA and global data privacy regulations where applicable
• Ensure completion of jurisdiction-specific new hire requirements (e.g., wage notices, paid leave laws, scheduling regulations)
• Maintain and audit employee records for accuracy, completeness, and compliance across regions
• Lead internal HR audits and coordinate external audits as needed
• Partner with Legal and regional HR teams to interpret regulatory changes and update policies, procedures, and documentation
• Manage a team of HR compliance professionals and ensure strong governance practices

Unemployment Claims Management (U.S.)

• Lead end-to-end unemployment claims processing, including documentation, tracking, and responses to state agencies
• Partner with Legal, Payroll, HR Business Partners, and external vendors to ensure timely and compliant handling
• Analyze claim trends and implement strategies to reduce costs and improve documentation practices

Process Design & Continuous Improvement

• Own the design, standardization, and optimization of end-to-end HR processes across the employee lifecycle (hire to retire) for U.S. and international populations
• Apply structured continuous improvement methodologies (e.g., Lean, Six Sigma) to eliminate waste, reduce cycle times, improve quality, and enhance scalability
• Map current-state and future-state workflows; identify bottlenecks, control gaps, and automation opportunities
• Lead cross-functional process improvement initiatives, including intake, prioritization, business case development, and change implementation
• Establish and track process performance metrics (e.g., cycle time, error rates, throughput, SLA attainment) and drive data-informed decision making
• Partner with HR Systems to automate manual processes, improve integrations, and enhance user experience across HRIS and service platforms
• Build and maintain standardized operating procedures (SOPs), knowledge base content, and process documentation to ensure consistency and audit readiness
• Drive a culture of continuous improvement within the HR Operations team through training, coaching, and adoption of best practices
• Leverage data, reporting, and analytics to proactively identify trends, risks, and opportunities across regions

Vendor Management

• Own end-to-end vendor strategy and governance for HR Operations and Compliance, including background check providers, unemployment claims administrators, case management platforms, and other HR service vendors (U.S. and global)
• Establish clear vendor performance expectations, SLAs, and KPIs (e.g., turnaround time, accuracy, compliance adherence, customer satisfaction), and ensure vendor outcomes are directly aligned to internal HR service delivery metrics
• Monitor vendor performance through regular reviews, scorecards, and operational metrics; identify gaps and drive corrective actions and continuous improvement plans
• Lead recurring business reviews (e.g., QBRs) with vendors to assess performance, mitigate risks, and align on service enhancements and roadmap priorities
• Ensure vendor compliance with all applicable legal, regulatory, and data privacy requirements (e.g., FCRA, GDPR, data security standards) in partnership with Legal, IT, and Procurement
• Manage issue escalation and resolution with vendors, ensuring timely mitigation of service disruptions, compliance risks, and employee impact
• Evaluate and recommend new vendors or technologies based on evolving business needs, scalability, and service quality
• Oversee vendor onboarding and offboarding, including implementation, integration with HR systems, and change management
• Maintain documentation of vendor processes, controls, and performance standards to support audit readiness and operational consistency

Team Leadership & Development

• Lead, coach, and develop a team of HR operations and compliance professionals, potentially across multiple regions
• Build a high-performing, customer-focused service culture aligned to business and field needs
• Establish clear performance expectations and provide ongoing feedback and development
• Ensure appropriate staffing and resource planning to support peak retail seasons and global operations

Stakeholder Collaboration

• Partner cross-functionally with Talent Acquisition, HR Business Partners, Payroll, Total Rewards, Legal, Finance, and Operations across regions
• Provide guidance to field and international leaders on HR processes, compliance requirements, and documentation standards
• Support enterprise initiatives such as M&A, global expansions, policy rollouts, and HR technology implementations
• Deliver reporting and insights on HR operations, compliance metrics, and service performance to leadership

Qualifications

Education & Experience

• Bachelor's degree in Human Resources, Business Administration, or related field (or equivalent experience)
• 10+ years of progressive HR experience, with strong focus on HR operations, shared services, or compliance
• 5+ years of people leadership experience
• Experience supporting multi-state, high-volume hourly workforce environments
• Experience supporting a global organization, including exposure to international HR practices and compliance requirements

Skills & Competencies

• Strong knowledge of U.S. employment laws and familiarity with international labor regulations and data privacy considerations (e.g., GDPR)
• Expertise in I-9 compliance, background checks, and employee records management
• Demonstrated experience leading process design and continuous improvement initiatives with measurable outcomes
• Strong analytical mindset with ability to translate data into actionable insights and process enhancements
• Experience managing unemployment claims and HR vendors, including global vendors
• Proficiency with HRIS and service platforms (e.g., Workday, Legion, Zendesk, Equifax)
• Excellent communication and stakeholder management skills across diverse, global teams
• Ability to manage competing priorities in a fast-paced, deadline-driven environment

Preferred Qualifications

• HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR)
• Lean, Six Sigma, or other process improvement certification (e.g., Green Belt, Black Belt)
• Experience with E-Verify and complex, multi-jurisdictional compliance environments
• Experience supporting international markets in retail or other high-volume workforce industries

Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered-check it out today! benefits.fivebelow.com/public/welcome

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new

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