Director Human Resources Operations

Responsibilities

• Provide day-to-day leadership, coaching, and performance management for the HR operations and service delivery team.
• Define and evolve the HR service delivery operating model, including tiered support, escalation paths, and clear roles and responsibilities across HR and IT partners.
• Oversee vendor and partner performance (as applicable) and ensure services are delivered to agreed standards and controls.
• Lead and continuously improve HR Service Center operations, evolving from transaction processing to a proactive, technology-enabled service model.
• Own case management, workflow, and knowledge management capabilities (e.g., ServiceNow) to increase self-service, improve resolution quality, and reduce repeat contacts.
• Expand and optimize digital HR experiences and self-service tools for employees and managers, including guided support and knowledge-centered service.
• Avoid inaccurate, timely execution of HR lifecycle transactions (e.g., onboarding, job changes, offboarding), with clear handoffs, controls, and continuous improvement.
• Maintain and communicate a clear HR service catalog and tiered support model to ensure consistent intake, routing, and resolution.
• Establish voice-of-customer and quality monitoring practices (e.g., CSAT, case audits, and knowledge health) to continuously improve service.
• Build and lead HR PMO governance, including intake, scope definition, prioritization, and decision-making forums.
• Implement a standardized intake and prioritization framework and maintain roadmap visibility to support quarterly planning and trade-off decisions.
• Drive delivery rigor across HR projects (plans, milestones, communications, and issue resolution) to ensure timely execution and clear accountability.
• Implement resource planning and benefits tracking to measure outcomes and value realization, including post-implementation reviews.
• Set the HR data and analytics strategy, including governance, definitions, data quality standards, and reporting cadence.
• Deliver standardized dashboards and performance insights across HR functions to support leader decision-making.
• Analyze workforce trends and drivers to surface implications, opportunities, and risks for HR and business leaders.
• Enable predictive and scenario-based analytics to support workforce planning and strategic initiatives.
• Translate complex information into clear executive narratives, recommendations, and action plans.
• Lead end-to-end process redesign across the HR lifecycle to improve cycle time, quality, and customer experience.
• Establish a continuous improvement cadence using case/ticket analytics and root cause analysis to prioritize and validate improvements.
• Standardize and simplify workflows, reducing variation and strengthening controls and documentation.
• Drive automation and operational efficiency initiatives that reduce manual work and enable scale.
• Ensure HR operations comply with internal policies, regulatory requirements, and audit standards through disciplined execution and monitoring.
• Support privacy-by-design practices for HR processes, including appropriate access controls, data handling, and audit readiness.
• Design and maintain sustainable process controls, documentation, and SOPs to support audit readiness and consistent service delivery.
• Partner with Legal and Compliance to proactively identify risk, close control gaps, and implement corrective actions.

Requirements

• Deep knowledge of HR operations, shared services models, and service delivery frameworks (including case management and knowledge-centered service).
• Strong HR technology leadership, with expertise in HR platforms (Workday highly preferred) and integrated service delivery tools.
• Advanced analytics capability—able to translate data into clear insights, priorities, and actions for leaders.
• Pioneered and led HR shared services, HR operations, or similar functions, including governance, performance management, and stakeholder partnership.
• Demonstrated experience establishing or leading HR PMO capabilities, including intake/prioritization, resourcing, and benefits realization.
• Experience with Workday or comparable HR systems required, including partnering on enhancements, integrations, and adoption.
• Experience in healthcare or similarly regulated environments highly preferred.

Education

• Bachelor's degree in Business Administration, Human Resources, or related field required.