Director, HR Shared Services

Job Summary

The Director, HR Shared Services leads the strategy, operating model, and day to day delivery of tiered HR support for employees and managers across the employee lifecycle. This role is accountable for service quality, compliance in their service delivery space, efficiency, and employee experience across multi-channel intake, case management, and high-volume transactions.

The Director partners closely with the rest of their peers in HR Operations, Field HR, and other HR centers of excellence, and Legal to ensure consistent policy application, effective escalations, and continuous improvement. This position builds and develops a high performing Shared Services team, drives standardization and self-service adoption, and uses data to improve outcomes and reduce friction for a frontline heavy workforce.

Key Responsibilities

Shared Services Strategy and Operating Model

• Define and execute the HR Shared Services vision, scope, and operating model, including what is handled in Tier 1, what is escalated, and how work is routed and resolved
• Establish standardized processes, scripts, knowledge management, and service governance across inquiries and transactions
• Design the multi-channel support model, including case management, phone, email, text, chat and self-service, to meet the needs of field based and corporate populations
• Build a scalable approach to service delivery that supports growth, acquisitions, and organizational changes

Service Delivery, Case Management, and Escalations

• Own end to end service delivery performance, including responsiveness, resolution times, quality, employee satisfaction, and adherence to SLAs
• Ensure effective triage and escalation paths for sensitive or complex topics, including employee relations, leave accommodations, payroll exceptions, and legal risk items
• Monitor case quality and documentation standards to ensure complete, compliant records and consistent outcomes
• Partner with functional COEs to align guidance, update scripts, and ensure accurate resolutions

HR Transactions and Lifecycle Administration

• Oversee high volume employee lifecycle transactions, ensuring accuracy, controls, and audit readiness, including hires, job changes, transfers, promotions, leaves, and terminations
• Establish quality assurance, approvals, and segregation of duties to reduce risk and improve data integrity
• Partner with HRIS and Payroll to optimize workflows, automate transactions, and reduce manual work

Policy, Compliance, and Risk Management

• Ensure consistent interpretation and communication of HR policies, employment practices, and escalation protocols
• Maintain controls to support compliance with federal, state, and local requirements, including record retention and personnel file practices
• Identify trends that indicate compliance risk, systemic issues, or policy gaps, and drive corrective action in partnership with Legal, Compliance, and HR leadership

Knowledge Management and Employee Self Service

• Own the knowledge base strategy, including content standards, governance, and refresh cycles
• Increase employee self-service and manager self-service adoption through improved content, navigation, and guided workflows
• Partner with HR Technology to enhance digital experiences and reduce avoidable contacts

Analytics, Continuous Improvement, and Change Management

• Use case data, voice of employee feedback, and operational metrics to identify root causes and drive improvements
• Lead process redesign to remove friction, standardize practices, and improve cycle times
• Develop and manage change management plans for new policies, programs, tools, and acquisitions impacting employee support

People Leadership and Workforce Planning

• Lead, coach, and develop Shared Services leaders and representatives, building a culture of accountability, empathy, and continuous improvement
• Define staffing models, schedules, and coverage strategies to meet demand patterns, including peak periods such as enrollment, performance cycles, and high volume hiring seasons
• Build training, onboarding, and quality programs that ensure consistent capability and compliance

Stakeholder Partnership and Governance

• Establish a governance cadence with HR COEs and HR Operations to review metrics, escalations, policy changes, and improvement priorities
• Serve as the primary escalation leader for Shared Services service delivery issues and cross functional breakdowns
• Manage vendor relationships as applicable for case management tools, contact center support, or leave and benefits administrators

Required Qualifications

• Bachelor’s degree or equivalent experience in HR, Business, or a related field
• 8 to 12 years of progressive HR operations experience, including significant experience leading an HR Shared Services or HR service delivery function
• Proven experience leading multi-channel HR support and high-volume case management in a multi-state environment
• Strong working knowledge of employee lifecycle processes, HR policies, and employment law fundamentals
• Demonstrated ability to build operating rhythms, SLAs, quality controls, and knowledge management practices
• Experience partnering with HRIS, Payroll, Benefits, and Leave teams to resolve issues and improve end to end processes
• Strong people leadership experience, including hiring, performance management, and capability building

Preferred Qualifications

• Experience supporting a frontline heavy, hourly workforce with high transaction volume and timekeeping complexity
• Experience with HR case management tools and knowledge base governance platforms
• Experience with UKG Pro, Oracle, and SalesForce CRM and integrated HR ecosystems, including time, payroll, and talent platforms
• Experience leading service delivery through transformation, centralization, acquisitions, or major policy and program changes
• Lean, Six Sigma, or continuous improvement background

Key Competencies

• Service leadership and employee experience orientation
• Operational rigor, metrics driven management, and continuous improvement
• Sound judgment, risk awareness, and escalation management
• Clear communication, coaching, and stakeholder influence
• Process design, standardization, and change leadership

Working Conditions

• On site expectations based on business needs, with regular engagement with HR and business stakeholders
• May require occasional travel to support field operations and major sites