Director, HR Service Delivery & Operations; Hybrid - Acton, MA or San Diego, CA

Position: Director, HR Service Delivery & Operations (Hybrid - Acton, MA or San Diego, CA)
The Director of HR Service Delivery & Operations has overall responsibility for the successful delivery of HR transactional processes across the employee lifecycle, globally (onboarding through offboarding). The role will work collaboratively and collectively across the HR function to drive quality and timely transactions with delightful experiences. The role will ensure compliance with legal and regulatory requirements, HR policies and practices, and provide guidance and resolutions for escalated employee concerns.

The role will act as a primary liaison with the broader HR Employee Experience team and HR Centers of Excellence to ensure new programs, policies, and processes are rolled out successfully. This position will oversee Tier 0 HR information (self service knowledge management) and Tier 1 and Tier 2 inquiries from employees and managers (service management). This dynamic leader will enhance HR service delivery through delivery or robust processes, technology, and continuous improvement to deliver a best-in-class employee experience to our employees.

Key Responsibilities:

Leadership and Management:
* Lead, and manage the HR Service Delivery team, providing guidance, coaching, and development opportunities across multiple geographies and time zones.
* Set clear performance expectations and objectives for the team, and monitor progress to ensure goals are met. Provide regular direction and communication to team members to ensure requirements are met and work is completed with quality, speed, and delightful experiences through effective recruiting, training, coaching, and team building.
* Provides statistical and performance feedback and coaching on a regular basis to each team member; writes and administers performance reviews for team members. Effectively handles escalated cases from all levels within the organization, Human Resources and vendors.
* Plans, organizes, and controls activities of the team and participates in developing department goals, objectives, and project plans to ensure adherence to schedules when deploying function-wide changes
* Foster and maintain positive relationships with HR partners across the function; serve as an interface between internal customers and functional team members to ensure effective definition and delivery of People Operations processes and provide overall prioritization of work assignments and management of functional team resources and their activities. Hiring + Onboarding + Tier 1 (AskHR) Support
* Oversee delivery of processes across the hiring and onboarding space, including but not limited to interview scheduling, offers, pre- employment screening, pre-boarding, and on-boarding
* Oversee tier 1 support, ensuring timely and accurate resolution of employee and manager inquiries
* Maintain a knowledge base to assist in resolving common employee questions.
* Address and resolve employee inquiries related to HR policies, benefits, payroll, and other HR-related topics.
* Ensure high levels of customer service and employee satisfaction. Employee Transactions and Offboarding:
* Oversee the administration of employee lifecycle transactions in Workday, including promotions, transfers, and terminations.
* Support the delivery of an effective offboarding process, asset collection, checklists, and final settlements.
* Ensure alignment with company policies and compliance with relevant regulations. HR Data Audits:
* Oversee the process delivery for conducting regular HR data audits to ensure data integrity, accuracy, and compliance.
* Identify areas for improvements to data management processes and propose improvements with process owners . Continuous Improvement
* Ensures process execution quality via establishing standards and procedures and conducting audits (continual evaluation) to recommend process improvements to process owners
* Define, monitor, and ensure the delivery of a comprehensive set of operational performance metrics that are relevant to the effective operation of HR Services.
* Drive continuous improvement initiatives to enhance HR service delivery and operational efficiency.
* Stay updated with industry trends and best practices to incorporate innovative solutions.

Minimum Requirements:

* Bachelor’s degree, preferred in Human Resources, Business, Communications, or a related field
* 10+ years of experience working in Human Resources or related field, including 5 years or more of people management experience with demonstrated success in building, leading, and motivating effective teams.
* 3+ years of experience with Workday
* Experience with case management solutions (Servicenow preferred)
* Experience managing in an HR Shared Service Center and running an operations team Preferred Skills/

Competencies:

* Track record of working in a customer-focused environment where the emphasis is on SLA's and continuous improvement.
* Ability to lead, coach, mentor and motivate a diverse team; ensure team and individual accountability and performance standards are met.
* Able to manage…