The Director, People Support, will be responsible for leading and managing the Shared Services model within People Operations, ensuring the team delivers high-quality, efficient support across the organization.

People Support/Shared Services Leadership

• Leading and managing the People Support team, ensuring timely, customer-focused HR support and acting as the escalation point of contact for colleagues across the organization
• Ensuring adherence to Service Level Agreements (SLAs) and key performance indicators (KPIs), such as Employee Net Promoter Score (eNPS), to drive employee satisfaction and operational excellence
• Overseeing the development and maintenance of self-service content in collaboration with the overall People Operations team, ensuring employees have easy access to up-to-date information
• Ensuring People Support Team maintains data integrity, handling all employee data changes, status updates, and ensuring accuracy within HR systems
• Managing, promoting and optimizing the shared services delivery model, ensuring efficient and consistent support for employee inquiries, while overseeing employee life cycle activities in collaboration with necessary departments to ensure a positive employee experience
• Ensuring the team takes a proactive approach by partnering closely with clinical operations teams and other business units to stay ahead of upcoming organizational changes and initiatives, serving as change agents for smooth transitions
• Promoting a culture of data-driven decision-making by establishing and tracking metrics and KPIs, analyzing trends, and implementing process improvements to enhance service delivery
• Collaborating closely with the People Operations Centers of Excellence to ensure seamless HR processes and an optimized employee experience

Operational Excellence:

• Developing and implementing SLAs and other performance metrics to ensure a high level of service quality and efficiency within the People Support function
• Driving continuous improvement efforts by monitoring inquiry patterns, identifying bottlenecks, and implementing solutions to improve workflows and reduce turnaround times
• Providing regular reports and insights on service metrics, identifying trends and areas for improvement
• Collaborating with internal stakeholders such as People Systems and Benefits to ensure operational efficiency and alignment with broader People Operations strategies

Leadership and Team Development:

• Mentoring, coaching, and developing People Support team members to ensure the team operates effectively and meets the evolving needs of the business
• Providing regular feedback and training to build a high-performing team, focusing on delivering exceptional employee support and aligning with company objectives
• Creating opportunities for career growth and development for team members, fostering a culture of learning and continuous improvement

Strategic Collaboration:

• Partnering with key stakeholders across the organization, including clinical operations teams and HR centers of excellence, to ensure the People Support team is integrated into broader organizational initiatives
• Leading cross-functional projects aimed at improving the delivery of People Support services, with a focus on automation, efficiency, and enhanced employee experience
• Staying informed about industry trends, best practices, and innovations in HR shared services and employee support to drive continuous improvements and maintain Sound Physicians as an employer of choice

Values:

• Adaptable: Demonstrates flexibility and a willingness to change as circumstances evolve
• Collaborative: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process
• Committed: Demonstrates a dedication to the job, project, organization, customer/clients and co-workers
• Customer-focused: Puts customer (internal and external) needs first and makes customers their top priority
• Driven: Motivated to succeed and get things done at a high level of achievement
• Open-minded: Willingness to listen and take different opinions and approaches into consideration; willingness to change their mind after an initial judgment or decision; embraces others who are different and bring different perspectives
• Persistent: Demonstrates the ability to “keep at it” even when obstacles or challenges are present; returns to the work at hand after a change of course
• Resourceful: Proactive willingness to utilize available information and tools to figure things out
• Strategic thinker: Demonstrates the ability to look at the big picture and proactively develop a plan of action
• Team Player: Proactively seek to work with others to accomplish a common goal. Willingness to share challenges and successes with others

Knowledge:

• Ability to manage cross-functional relationships and collaborate effectively with internal stakeholders
• Deep understanding of HR systems (preferably UltiPro), ticketing systems (preferably FreshService), and self-service platforms (such as SharePoint)
• Constant desire to scale, streamline and automate process
• Excellent customer service skills (understands “customer experience”)
• Excellent written and oral communication skills
• Proficiency with Microsoft Office Suite

Experience:

• 10+ years of progressive experience in HR
• 5+ years in a leadership role overseeing HR shared services or people support teams
• Demonstrated success in mentoring and developing teams, with a focus on customer service excellence and operational efficiency
• Experience managing HR generalists or similar functions, with a strong focus on employee data management, onboarding/offboarding, and employee relations
• Demonstrated experience in building and managing SLAs, KPIs, and performance metrics within a shared services environment is strongly preferred
• Proven success in leading teams and driving operational excellence in multi-location or complex organizations