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Bright Horizons HRSC Senior Generalist in Newton, Massachusetts

Primary Purpose

Provide HR administration and customer support for the business (employee & manager) when it comes to end-to-end HR policies and procedures.

Essential Functions/Responsibilities

Customer Service

  • Provide customer centric, accurate, and efficient resolution of issues and inquiries through multiple channels (i.e. phone, email, chat, case management).

  • Provide initial contact and support for customers dealing with sensitive and confidential information relating to HR issues and escalate to HR Service Center Specialist, Human Resource Business Partner team, or directly to Center of Excellence as appropriate.

  • Follow-up with dissatisfied customers to ensure their concerns are heard and that their feedback is brought back to the HR Service Center for customer service and process improvement consideration.

Systems / Transactional Support

  • Performs administrative transactions, audits and in some cases, data maintenance of HR Data.

  • Assesses customer's level of understanding and where appropriate increases their self-sufficiency by educating customers on self-service support options.

  • Identify, research, troubleshoot, and provide guidance to employees as it relates to HR Systems.

Service Center Process

  • Completes accurate and actionable case documentation in the Case Management tool.

  • Continually utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers.

  • Identify root cause of issues and partner with HR Service Center Specialist or Centers of Excellence through sharing of employee feedback, prioritization, and metrics that qualify impact of issue.

  • Participates in continuous improvement workshops and projects.

  • Identify and propose opportunities for customer service excellence and efficiency.

Team / Culture

  • Ensure that all Bright Horizons’ policies and procedures are followed and that employees are treated fairly in line with policies and our HEART Principles.

  • Supports peers in the Service Center by sharing knowledge, information, and best practices.

  • Provide expertise and guidance to other employees in the HR Service Center Coordinator role.

• Other responsibilities, as assigned.

Job Requirements – Education/Experience


Preferred: Bachelor's Degree in Human Resources, Communications, or Business


Required: 2-3 years customer service experience

1+ years in Human Resources

Additional Job Requirements

  • Ability to function independently, often without direct supervision, when communicating with internal and external customers. Most decisions will be made under the advisement of a supervisor.

  • Strong interpersonal and customer service skills.

  • Communicate effectively in both oral and written form.

  • Exhibit patience, empathy, and positivity.

  • Have strong problem-solving skills.

  • Ability to multi-task, prioritize, and manage time effectively.

  • Demonstrated proficiency of Microsoft Office Suite products: Excel, Word, PowerPoint, etc.

  • Working knowledge of SaaS-based HR/Recruiting/Payroll/Time & Attendance solutions (Workday, CSOD,

  • Kenexa, Workforce Solutions) preferred.

  • Bi-lingual helpful; but not required.


Contact us at or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English ( and EEO – Spanish ( along with information on the Family and Medical Leave Act (FMLA) ( and Employee Polygraph Protection Act (EPPA) ( .

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Passion, Potential, and Possibilities

All three await you in a Bright Horizons ® career. Whether you work in one of our child care centers, a corporate office, or a family’s home, you’ll be part of a company named 20 times as one of FORTUNE’s “100 Best Companies to Work For.” ( ​​​​​​​Join a team driven to make a difference, one child, one family, and one organization at a time. Come build a brighter future with us .