Director HR - Shared Services

About the Role

The Head of Global People Services plays a foundational role in the People Experience & Insights organization, responsible for the day-to-day operational backbone of HR. This leader ensures employees worldwide receive fast, accurate, and consistent support while modernizing core processes, deploying automation and AI, and enabling a self-service-first experience for employees and managers.

Responsibilities

• Lead global HR service delivery across self-service (Tier 0), service center operations (Tier 1), and specialized HR services (Tier 2).
• Establish globally consistent processes, SLAs, policies, and service standards.
• Redesign high-volume employee journeys (e.g., onboarding, job/data changes, leave, off-boarding) using persona-based design.
• Improve employee experience through automation, intuitive workflows, and enhanced self-service.
• Drive adoption of conversational AI, intelligent case routing, AI-powered knowledge search, and workflow automation.
• Identify and eliminate manual work to reduce case volume and improve efficiency.
• Partner with HR Technology and IT to advance ServiceNow HRSD, Workday, Scout, and key integrations.
• Define and manage KPIs, dashboards, and operational rhythms.
• Lead governance for knowledge management, case management, and process ownership.
• Build and develop global teams and vendor partners to ensure capability, quality, and scale.
• Foster a culture of service excellence, accountability, and continuous improvement.

Requirements

While specific qualifications are tailored to the candidate’s experience, this role requires a leader with expertise in HR operations, process optimization, and digital transformation. Strong collaboration with HR Technology, IT, and global teams is essential.

Pay

Expected base pay range: $151,660 – $227,200 per annum. The successful candidate’s starting base pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions.

Benefits

• Financial well-being: Employee stock purchase plan with a 2-year look-back, bonus and equity plans (including new hire equity grants and annual refreshers).
• Family support: Programs to help balance work and home life.
• Mental and physical health: Robust resources to prioritize emotional and physical well-being.
• Recognition: Service awards to celebrate contributions and milestones.