Senior People Operations Manager in Durham

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Senior People Operations Manager who’s excited to make an impact. The role is for a technically grounded HR architect who creates and maintains the infrastructure behind a great employee experience - compensation, benefits, compliance, the systems and automations that make it all run at scale.

Why ServiceTrade: You’ll belong here from the start. We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves. On the People Operations team, you’ll have the opportunity to be a part of a team who approaches HR not just as a set of processes, but as a system to be architected, optimized, and continuously improved.

About You:

• You are a systems thinker. You map workflows before you run them. You identify what can be automated before you do it manually, and you build for scale — not just today's headcount.
• Collaborative and cross-functional. You work well with the senior leadership team, Marketing, PR, Finance, and your People teammates. You’re energized by being in the middle of things.
• You are AI-forward and pragmatic. You have hands-on experience building automations and have begun exploring how AI agents can extend People Ops capacity. Critically, you know the difference between what AI should own and what requires human judgment — especially in a compliance context.
• You are organized with strong follow-through. You juggle vendors, budgets, content calendars, and events without dropping a thread. When you commit to something, it gets done on time.
• You are structured and reliable. Deadlines, renewals, open enrollment windows, and merit cycles don't sneak up on you. You run tight project plans and close the loop.
• You are a clear, professional communicator. You know how to write and speak to employees, executives, vendors, and candidates, and you adapt your tone appropriately.
• You can be trusted with confidential information. Given the sensitive nature of HR work, you handle information with discretion at all times.

Key Responsibilities and Activities:

• Be a reliable resource across core HR functions, including benefits enrollment and administration, compensation processes, and employee lifecycle events such as onboarding, job changes, and offboarding.
• Serve as an escalation point for complex HR questions including benefits, compliance, leaves, terminations, and policy interpretation.
• Execute on the internal people operations transformation of AI; Building and maintaining AI automations and agents within the appropriate tools.
• Lead annual merit planning and compensation benchmarking in partnership with Finance and senior leadership.
• Maintain job architecture, salary bands, and leveling frameworks, and advise on pay decisions across the organization.
• Ensure compensation programs remain competitive, equitable, and compliant.
• Manage broker and carrier relationships, including renewals, plan benchmarking, and program evaluation.
• Ensure benefits compliance and partner cross-functionally on cost modeling and payroll reconciliation.
• Maintain current, compliant company policies and ensure practices align with federal, state, and local employment law.
• Monitor regulatory changes and translate them into actionable policy and process updates.

Culture, Engagement, and Employer Brand:

• Plan and execute company-wide cultural events and celebrations throughout the year.
• Manage employee recognition programs, including milestone celebrations and quarterly awards.
• Implement and execute on employee engagement tools, content series, and culture committee programming.
• Build and maintain vendor relationships to keep the office running efficiently.
• Contribute on programs and initiatives that expand our internal brand awareness, partnering with the Marketing team.

Knowledge and Skills:

• 5–7 years of progressive HR experience, with demonstrated ownership across compensation, benefits, compliance, and employee engagement.
• Experience at a SaaS or high-growth technology company.
• Strong working knowledge of federal and state employment law, including FLSA, ACA, FMLA, and pay equity regulations.
• Hands-on experience designing and deploying workflow automations in an HR context — onboarding flows, approval chains, policy bots, leave triggers, or similar.
• Experience using AI tools in a professional setting, with the judgment to evaluate output for accuracy and compliance risk.
• Demonstrated experience owning an HRIS platform end-to-end, including configuration and integration work.
• A project management mindset with strong follow-through; you track the details without losing sight of the bigger picture.
• Proficiency with HRIS platforms, Slack, Notion, and a typical SaaS tool stack.
• Experience partnering with senior leaders and cross-functional teams.
• Ability to work from our Durham, NC office at least 3 times per week.

A few things you’ll want to know:

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions.
• Dental and Vision through Unum.
• Flexible Spending Account and Dependant Care Account.
• Company-paid Life insurance, STD and LTD.
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance.
• 401(k) with up to 3% employer match and NO vesting period.
• Flexible PTO policy.
• 10 company holidays.
• Parental Leave.
• Paid Time Off for Volunteering.
• Employee Reimbursement Program to use for well-being, technology and/or professional development.

ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.