Director, HR Shared Services

Role Overview

• HR Shared Services Architecture and Deployment
• Lead the design and deployment of a global, technology-enabled HR Shared Services operating model aligned to enterprise strategy
• Architect end-to-end service delivery integrating Workday, ServiceNow, Genesys Cloud, and adjacent HR technologies into a cohesive ecosystem
• Define workflow orchestration logic, service channels, escalation pathways, automation triggers, and AI enablement points
• Establish global design standards that ensure consistency while enabling appropriate regional flexibility and compliance
• Partner with IT to drive the continuous evolution of ServiceNow and the implementation and optimization of Genesys Cloud
• Global Service Delivery Leadership
• Lead a globally distributed HR Shared Services team across the Americas, EMEA, and APAC
• Define and manage service standards, SLAs, KPIs, quality metrics, and employee experience indicators
• Ensure consistent knowledge management, case handling practices, and service execution across regions
• Build a culture of accountability, customer centricity, operational discipline, and continuous learning
• Align regional delivery models with enterprise governance, risk management, and platform standards
• Intelligent Automation and AI Enablement
• Embed AI-driven automation and orchestration into core service workflows to reduce manual effort and improve responsiveness
• Identify, prioritize, and implement automation opportunities that enhance efficiency and elevate employee experience
• Ensure responsible, secure, and scalable deployment of AI-enabled capabilities in partnership with IT and data governance teams
• Monitor adoption, performance, and measurable value realization of automation initiatives
• Employee Experience Optimization
• Design seamless, intuitive employee service journeys across self-service, case management, and assisted service channels
• Reduce friction, improve resolution times, and increase first-contact resolution rates
• Leverage service data, analytics, and employee feedback to continuously refine workflows and touchpoints
• Operationalize and reinforce the Employee Value Proposition through consistent, high-quality service delivery
• Governance, Performance, and Continuous Improvement
• Establish governance frameworks for service operations, platform configuration, and integration management
• Define and track performance metrics including service levels, first-contact resolution, case aging, cost-to-serve, automation rates, and employee satisfaction
• Lead structured continuous improvement initiatives to enhance service scalability and effectiveness
• Maintain integration integrity across platforms and proactively address risks, redundancies, and technical debt
• Cross-Functional Partnership and Strategic Alignment
• Partner with HR Centers of Excellence and HR Business Partners to align service delivery with evolving business priorities
• Provide strategic input into platform roadmaps, technology investments, and capability prioritization
• Translate HR strategy and workforce needs into scalable service delivery solutions
• Contribute to broader HR transformation initiatives across the enterprise

Requirements

• Demonstrate 10 or more years of progressive HR operations, shared services, or service delivery leadership experience with global scope
• Prove experience designing and deploying technology-enabled HR service models at enterprise scale
• Exhibit deep expertise integrating Workday, ServiceNow, contact center platforms, and orchestration technologies such as Genesys Cloud
• Lead global, distributed teams across multiple regions including the Americas, EMEA, and APAC
• Drive automation initiatives that improve operational efficiency and employee experience
• Partner effectively with HRIS, IT, enterprise architecture, and operations stakeholders in complex environments
• Establish governance frameworks, SLAs, KPIs, and performance management systems for shared services
• Lead large-scale transformation initiatives while maintaining operational stability

Tech Stack

• Cloud
• ServiceNow

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments