Director, Time Off Solutions

Tri Net is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

Tri Net has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

The Director of Time Off Support Services is a strategic and operational leader responsible for overseeing the delivery and continuous improvement of Leave of Absence (LOA), Earned Time Off (ETO), and Time and Labor Management services. This role ensures that service delivery meets or exceeds key performance indicators (KPIs), enhances customer experience, and aligns with organizational goals. A key focus of this role is to establish and scale a global workforce model that supports 24/7 business processing and ensures consistent service delivery across time zones.

• Operational Leadership:
  Direct the day-to-day operations of LOA, ETO, and timekeeping functions, ensuring timely and accurate processing of leave transactions and time data across all customer segments.
• Service Delivery Excellence:
  Monitor and manage performance metrics, including response times, resolution rates, and customer satisfaction scores. Drive continuous improvement initiatives to enhance service quality and efficiency.
• Global Workforce and 24/7 Operations:
  Design, implement, and maintain a global service delivery model that enables continuous, around-the-clock processing of time off transactions. Leverage automation and workflow tools to support handoffs and maintain service continuity.
• Team Management:
  Lead a team of managers and supervisors, fostering a culture of accountability, collaboration, and professional development. Provide coaching, performance feedback, and succession planning.
• Cross-Functional Collaboration:
  
  Partner with internal stakeholders across the Customer Success & Operations organization as well as with other departments within Tri Net to ensure seamless integration of time off policies and systems. Act as a liaison for escalated issues requiring cross-departmental resolution.
• Customer Advocacy:
  Serve as an escalation point for complex customer issues. Champion the voice of the customer in internal planning and process design.
• Policy and Process Governance:
  Recommend and implement changes to policies and procedures that improve operational effectiveness and compliance. Ensure alignment with legal and regulatory requirements.
• Strategic Planning:
  Lead initiatives to modernize time off and leave management systems, reduce handoffs, and streamline workflows. Support transformation efforts that reduce cycle times and improve data visibility for payroll and compliance reporting.

Required for All Jobs

• Performs other duties as assigned
• Complies with all policies and standards

• Bachelor’s Degree or equivalent experience required
• Master’s Degree preferred

• Typically 10+ years – Progressive leadership experience in HR Operations, Shared Services, or Customer Service environments, with a focus on leave and time management

• Proven ability to lead and develop large, distributed teams and manage complex service delivery models.
• Strong analytical skills with experience using data to drive decisions and improve performance.
• Deep knowledge of federal, state, and local leave laws and timekeeping regulations.
• Excellent communication and stakeholder management skills.
• Ability to effectively manage and lead through change.
• Experience in a high-volume, customer-centric service environment.
• Familiarity with agile methodologies and…