The Director, People Services is accountable for the customer experience and operational excellence of all People and Culture programs and product operations. Reporting to the Vice President, People Operations, this role leads a team of a global team of service staff to execute global and local processes from onboarding to exits, and every lifecycle event in between. The People Services team is undergoing a reimagining of operating models, processes, and tools to create positive employee and candidate experiences at scale, while operating efficiently and with compliance. This is a nascent opportunity for a leader to create a vision and invent the future, including Tier 0 self-service, Tier 1 customer channels, and Tier 2+ back-office operations.

• Own the vision, strategy, and roadmap for People Services to deliver frustration-free candidate and employee experiences, with optimal cost efficiency and compliance.
• Build and grow an agile team culture through global standard, but locally-relevant process, systems, and structure.
• Partner with People and Culture Leadership to ensure the Services team is enabling business strategy with quality and scale. Identify and implement opportunities for shared services.
• Work across People Operations Leadership, IT, and Finance on continuous improvement programs, new service and system launches. Contribute to projects by advocating for service-related business requirements, performing robust user acceptance testing, and owning relevant change management plans.
• Provide analytics on service health, with robust intelligence and insights. Use data to make high-quality business decisions.
• Secure personal and company data with formal data access and protection processes.

• 12+ years’ experience in HR operations, 8+ years’ experience leading teams.
• Fluent in both technology and business processes. Able to design optimal service delivery through technology and operations.
• Obsessed with customer experience, and delivering the appropriate channel for each use case. Anticipates customer needs and delights customers by delivering solutions proactively.
• Excellent business, leadership, and HR acumen, comfortable navigating ambiguity and ability to thrive in a rapidly changing, fast-paced environment.
• Strong quantitative and qualitative analytical skills to grasp complexities and perceive relationships among problems and issues. Ability to dive deep.
• Proven track record of managing cross-functional partnerships, (ie, business leadership up to C-suite, IT, Finance, Legal, and HR).
• Ability to manage a portfolio of projects in a fast-paced environment, adapting to shifting priorities.
• Exceptional communication instincts & practices that keep stakeholders informed and included.