Ferguson Enterprises, Inc. HR Service Center Manager in Newport News, Virginia

Job Description:

The HR Service Center Manager leads our front line and second-tier HR specialists in providing outstanding service resolving HR inquiries for our associates and managers. The position is responsible for ensuring that the experience is positive, accurate and efficient.

The role serves as a key leader in our Operational Excellence group, managing and developing a team of HR generalists who encourage a dialogue and partnership with our customer, answering general HR questions and assessing inquiries for triage and escalation when appropriate. This position reports into the Senior Director of HR Operational Excellence.


The existing Service Center team that will be managed by this role is located at our Newport News, VA headquarters as well as other locations throughout the US. This role can be located anywhere in the US, but periodic travel to Newport News will be necessary.


  • Process improvement and measurement for general HR

  • Identify and apply best practices

  • Ensure exceptions are expected, prepared for and handled with excellence

  • Partner with Centers of Excellence for general HR

  • Monitor, report and implement changes to continuously improve quality of service and customer satisfaction

  • Cross-functional communication and training with partner teams

  • Root-cause analysis

  • Team performance, development and continuous feedback

  • Identify and execute on training needs

  • Workstream management and prioritization; capacity planning


  • Bachelor’s degree

  • Excellent written and oral communication skills

  • Prior experience in leading a service team is a plus

Personal Qualifications/Attributes

  • Commitment to and passion for excellence and taking care of associates

  • A strong and effective leader who develops others and holds them to high standards

  • Ability to understand challenges or underlying concerns, share ideas and help others respond appropriately

  • Positive, team-oriented attitude

  • Problem-solving and learning mindset


The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson raises the bar for industry standards as the top-rated wholesale supplier of commercial and residential plumbing supplies. However, our expertise goes beyond plumbing. We are a diverse distributor that spans multiple businesses including HVAC/R, waterworks and industrial. In the past 65 years, we’ve grown from a local distributor to a $15 billion dollar company with more than 1,400 locations and over 24,000 associates nationwide. We pride ourselves on delivering world-class service, and our customers know that “Nobody expects more from us than we do” is more than just a tagline to Ferguson associates. It’s a cultural belief that is demonstrated every day through exceptional customer service, product selection and industry knowledge.