Director Shared Services

About the Company RaceTrac's People Services organization is dedicated to building and leading a modern, technology-enabled employee service model that delivers an exceptional experience for team members and leaders across a large, frontline workforce. About the Role The Director, Employee Service Center will build and lead the next generation of RaceTrac's People Services organization. This role is responsible for designing and scaling a modern, technology-enabled employee service model that delivers an exceptional experience for team members and leaders across a large, frontline workforce. The ideal leader combines operational excellence with transformation expertise, bringing a vision for how self-service, case management, automation, and data can simplify processes and improve service delivery. Responsibilities Build and lead RaceTrac's Employee Service Center strategy, operating model, and roadmap.Transform service delivery through case management, self-service capabilities, knowledge management, automation, and AI-enabled solutions.Create a scalable support model that delivers efficient, consistent, and customer-focused experiences for team members and leaders.Lead ServiceNow and HR technology optimization efforts to improve workflows, reporting, and service outcomes.Establish service standards, SLAs, governance, and performance metrics.Use data and analytics to identify trends, improve processes, and enhance the employee experience.Partner with HR, Operations, Technology, Payroll, and business leaders to simplify and modernize people processes.Lead and develop a high-performing team of approximately eight direct reports.Drive continuous improvement initiatives while ensuring reliable day-to-day operations and compliance.Communicate service performance, business outcomes, and transformation progress to senior leaders and executives. Success Measures (First 6–12 Months) Establish a clear Employee Service Center vision, service model, and transformation roadmap.Improve employee and leader experience through enhanced service delivery and case management practices.Increase adoption of self-service capabilities and reduce manual work through process simplification and automation.Implement meaningful service metrics and reporting that provide visibility into SLAs, service quality, and team performance.Build strong partnerships across HR, Operations, Technology, and Payroll.Develop and align the Employee Service Center team around a culture of service, accountability, and continuous improvement. Required Skills & Experience8+ years of experience leading HR operations, HR shared services, employee service centers, or related functions.Experience building, scaling, or transforming a service-oriented HR operation.Strong knowledge of case management, service delivery models, and employee support operations.Experience with ServiceNow, Workday, or comparable HR technology platforms.Demonstrated success driving operational transformation, process improvement, and change management.Experience supporting large frontline and/or deskless employee populations.Strong analytical, problem-solving, and executive communication skills.Proven leadership experience managing and developing teams. Preferred SkillsRetail, restaurant, hospitality, distribution, transportation, or other large frontline workforce experience.Experience implementing self-service, automation, AI, or digital employee experience solutions.Knowledge of payroll operations and related compliance practices.Experience building service metrics, dashboards, and operational reporting.Exposure to shared services start-ups or significant organizational redesign efforts. Who You'll Work With This role partners closely with People Business Partners, Centers of Excellence, Payroll, Technology, Operations, and executive leaders to create a seamless team member experience. You will lead a team of approximately eight direct reports and play a critical role in reimagining how RaceTrac supports a large, distributed workforce. Success requires a servant leadership mindset, strong collaboration skills, and a passion for simplifying work and improving the employee experience at scale. Equal Opportunity Statement RaceTrac is committed to diversity and inclusivity in the workplace.