People Support Center Supervisor

Job Title: People Support Center Supervisor

Compensation: $107,500 - $134,000 Annual Salary

The base salary or hourly wage range for this role will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. Range is not inclusive of potential bonus or benefits. Your recruiter can share more information about the salary range and other factors during the hiring process.

Location: Hybrid, Din Tai Fung - Restaurant Support Center in Pasadena, California

About Us:

Din Tai Fung is a globally celebrated, family-owned restaurant brand founded in 1972 and internationally renowned for its iconic Xiao Long Bao. With more than 165 locations across 13 countries including 20 in North America. DTF is Michelin-recognized and admired for its uncompromising quality, authentic flavors, and warm, gracious hospitality. Each location delivers an elevated yet inviting cultural dining experience designed to delight guests on any occasion.

Benefits and Perks:

• Competitive Pay & Benefits
• Employer Contribution for individuals and eligible dependents' medical insurance
• Dental, Vision, and Life Insurance
• Health Savings Account (HSA)
• Commuter Spending Accounts
• 401(k) Plan with company match
• Employee Assistance Program
• Discounts through BenefitHub
• Employee Meal Discounts
• Paid Time Off (PTO) to support work-life balance (accrued based on length of service)
• Paid Sick Leave (PSL) to care for your health or loved ones
• Quarterly Wellness Days - extra time off to recharge every season
• Bonus Eligible
• Opportunities for growth; we love promoting within

About the Role:

The People Support Center Supervisor leads the team responsible for delivering a seamless, thoughtful, and reliable People experience for our Team Members.

In this role, you’ll lead and develop our People Support Center team while overseeing key areas including benefits, leaves and accommodations, People transactions, and day-to-day Team Member support. You’ll help ensure our Team Members receive the same level of care, consistency, and attention that we strive to provide our guests every day.

This is a hands-on leadership role for someone who enjoys developing people, solving problems, improving processes, and creating an exceptional service experience. You’ll partner closely with the People Operations Leader and teams across the organization to strengthen our processes and build People infrastructure that can scale alongside Din Tai Fung’s continued growth.

Responsibilities:

Team Leadership & Performance Management:

• Lead, coach, and develop the People Support Center Representative, Benefits Administrator, and Leave Administrator II.
• Set clear expectations, provide ongoing feedback, and support individual and team development.
• Build cross-training across benefits, leave, and People transactions to create a knowledgeable and well-rounded team.
• Balance workloads and coverage while fostering a culture of service, accountability, collaboration, and care.

Social Delivery, Operational Oversight, Quality Assurance & People Experience:

• Oversee the day-to-day delivery of People Support Center services, including case intake, response times, and resolution.
• Ensure hires, job changes, and terminations are processed accurately and on time.
• Create a consistent support experience where Team Members feel heard, informed, and cared for.
• Hold the team to high standards of professionalism, communication, follow-through, and service.

Benefits Administration Oversight

• Oversee benefits administration and monthly carrier reconciliations across medical, dental, vision, life, disability, and other programs.
• Ensure benefits eligibility and data remain accurate across our HR systems and carrier partners.
• Build strong relationships with carriers, brokers, and third-party administrators and resolve service or performance issues when they arise.
• Support escalated Team Member benefits questions and key programs including open enrollment, new hire enrollment, COBRA, and ACA administration.

Leave & Accommodations Oversight

• Oversee active leaves and accommodations, ensuring cases are handled accurately, consistently, and with care.
• Ensure timely follow-up on documentation, extensions, certifications, and return-to-work requirements.
• Support a thoughtful and consistent accommodations process from initial request through resolution.
• Partner with Payroll, People Leaders, and external partners on leave programs, pay continuation, benefits continuation, and return-to-work coordination.
• Ensure multi-state leave requirements are administered appropriately.

Compliance, Audit & Risk Management:

• Build and maintain strong quality-control and audit practices across People Support Center processes.
• Ensure People programs and transactions align with company policies and applicable federal and state requirements.
• Identify potential risks early and partner with the appropriate teams to resolve complex matters.
• Support internal and external audits as needed.
• Oversee exchanges with legal partners to present lawsuits and fulfill records requests (i.e. wage and hour reports)

Process Improvement & Reporting:

• Use service, benefits, and leave data to understand how the People Support Center is performing and where we can improve.
• Identify opportunities to simplify processes, eliminate unnecessary work, and create a better Team Member experience, leveraging technology tools (i.e. AI).
• Develop and maintain clear standard operating procedures, resources, and knowledge-base content.
• Help build scalable People processes that support Din Tai Fung as we continue to grow.

Job Requirements:

• Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent experience.
• 5+ years of progressive HR experience within People Operations, shared services, benefits, leave administration, or a related area.
• 2–3 years of experience leading, supervising, or developing a team.
• Experience with benefits administration, including reconciliations, eligibility, data accuracy, and vendor partnerships.
• Working knowledge of leave and accommodation administration, including FMLA, CFRA, and the ADA interactive process.
• Strong experience working with HRIS and case-management systems.
• Experience overseeing People transactions and service-delivery workflows.
• Strong understanding of employment laws and compliance practices.
• A service mindset with strong attention to detail, follow-through, and the ability to navigate competing priorities.

Preferred Requirements:

• Experience supporting People Operations through periods of growth or transformation.
• Multi-state leave and benefits experience.
• Experience managing carrier, broker, and TPA relationships.
• Experience implementing or improving an HR shared-services model.
• Experience supporting new restaurant or location openings.
• CEBS, PHR/SHRM-CP, CLMS, or a related certification.

Essential Functions:

• Sit or stand for extended periods and use a computer, keyboard, and telephone throughout the workday.
• Communicate effectively, verbally and in writing, with team members at all levels and with external vendors.
• Maintain confidentiality of sensitive information, including medical and leave records.
• Use HRIS (core HR and payroll), case management and tracking, Google Workspace, and Microsoft tools proficiently.
• Adapt to unplanned changes and reprioritize quickly while meeting deadlines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job, through an interactive process between the team member and the company.

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Applicants must be 18 years of age or older and able to provide documentation to work in the United States legally.

Equal Opportunity Employer:
Din Tai Fung North America is an Equal Employment Opportunity Employer. We are committed to creating an inclusive environment and welcome all qualified applicants, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status, in accordance with applicable federal, state/provincial, and local laws.
U.S. Employment Eligibility:
In the United States, Din Tai Fung North America participates in E-Verify to confirm work authorization for all new hires. To learn more, please visit: https://www.e-verify.gov/employees.