Director, People Services

About the role

Shape the Future of People Services at SSP America. This role offers the opportunity to lead a critical function at the center of the employee experience. You'll shape how HR services are delivered across a complex, growing organization while influencing strategy, technology, process improvement, and team development.

Responsibilities

• Leading a team responsible for employee lifecycle administration, HR transactions, employee records, workforce data management, and employee support services.
• Driving a best-in-class HR Shared Services model that delivers responsive, accurate, and consistent support to employees and managers across the organization.
• Establishing and managing service delivery metrics, SLAs, KPIs, and customer satisfaction measures to ensure operational excellence.
• Serving as the business owner for HR case management and ticketing platforms, including Xurrent or comparable systems, while leading workflow optimization and automation initiatives.
• Prioritizing close partnership with Payroll, Benefits, Candidate Experience, Operations, Finance, Technology, Legal, and HRIS teams to deliver seamless employee support and operational effectiveness.
• Ensuring employee records and workforce data are accurate, secure, compliant, and audit-ready.
• Leading process improvement and transformation initiatives that improve service delivery, increase efficiency, and enhance the employee experience.
• Building a culture of accountability, continuous improvement, service excellence, and collaboration aligned with SSP America's Core Values of Ownership, Teamwork, Curiosity, and Passion.

Requirements

• Minimum of 8 years of progressive experience in Human Resources, People Operations, HR Shared Services, Employee Services, HR Operations, or a related discipline.
• Minimum of 5 years of experience leading and developing high-performing teams.
• Experience leading an HR Shared Services, Employee Services, People Operations, or HR Service Delivery function.
• Demonstrated experience supporting employee lifecycle administration and high-volume HR transactions.
• Experience managing or optimizing HR case management, ticketing, or workflow platforms such as Xurrent, Zendesk, JIRA, or similar systems.
• Strong understanding of service delivery metrics, SLAs, process improvement, and operational performance management.
• Experience partnering with Payroll, Benefits, HRIS, Talent Acquisition, Finance, and business leaders.
• Strong knowledge of HR operations, workforce data management, compliance, and employee support models.

Qualifications

• PHR, SPHR, SHRM-CP, SHRM-SCP, or equivalent HR certification preferred.
• Experience supporting both U.S. and Canadian employee populations preferred.
• Experience in hospitality, restaurant, travel, aviation, retail, or other multi-unit environments preferred.

Skills

• Strategic thinking combined with operational execution.
• Passion for improving the way HR services are delivered.
• Building and developing engaged, service-oriented teams.
• Using metrics and data to drive decision-making and continuous improvement.
• Thriving in fast-paced, high-volume, multi-location environments.
• Comfortable challenging the status quo and driving operational change.
• Influencing stakeholders and building strong partnerships across functions.
• Balancing employee experience, compliance, service excellence, and business needs.

Benefits

• Full medical, dental, vision, life insurance & PTO.
• 401(k) with company match.
• Work for one of the largest airport restaurant operators in the world.

Pay

$120,000 - $154,000 + bonus

Schedule

Hybrid