People Services Director
About the role
Shape the Future of People Services at SSP America. At SSP America, we don't just support employees, we create experiences that help our people thrive. We are seeking a strategic, operationally focused Director, People Services to lead our centralized HR service delivery function across the United States and Canada.
Responsibilities
- Lead and continuously improve the delivery of centralized HR operational services across SSP America.
- Drive a best-in-class HR Shared Services model that delivers responsive, accurate, and consistent support to employees and managers across the organization.
- Establish and manage service delivery metrics, SLAs, KPIs, and customer satisfaction measures to ensure operational excellence.
- Serve as the business owner for HR case management and ticketing platforms, including Xurrent or comparable systems, while leading workflow optimization and automation initiatives.
- Partner closely with Payroll, Benefits, Candidate Experience, Operations, Finance, Technology, Legal, and HRIS teams to deliver seamless employee support and operational effectiveness.
- Ensure employee records and workforce data are accurate, secure, compliant, and audit-ready.
- Lead process improvement and transformation initiatives that improve service delivery, increase efficiency, and enhance the employee experience.
- Build a culture of accountability, continuous improvement, service excellence, and collaboration aligned with SSP America's Core Values of Ownership, Teamwork, Curiosity, and Passion.
Qualifications
- 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.
Preferred Qualifications
- Experience supporting both U.S. and Canadian employee populations.
- Experience in hospitality, restaurant, travel, aviation, retail, or other multi-unit environments.
- PHR, SPHR, SHRM-CP, SHRM-SCP, or equivalent HR certification.
- Experience leading automation, workflow redesign, or HR transformation initiatives.
What We're Looking For
We're looking for a leader who combines strategic thinking with operational execution and has a passion for improving the way HR services are delivered.
Why Join 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.
Why You'll Love Working With Us
- Full medical, dental, vision, life insurance & PTO
- 401(k) with company match
- Career progression within our corporate environment
- Work for one of the largest airport restaurant operators in the world
Benefits
- Full medical, dental, vision, life insurance & PTO
- 401(k) with company match
Pay
$120,000 - $154,000 + bonus
Schedule
Hybrid