Director, Service Center

Director, Employee Service Center

The Director, Employee Service Center will build and lead the next generation of Race Trac's People Services organization. This role is responsible for designing and scaling a modern, technology-enabled employee service model that delivers an exceptional experience for team members and leaders across a large, frontline workforce. The ideal leader combines operational excellence with transformation expertise, bringing a vision for how self-service, case management, automation, and data can simplify processes and improve service delivery.

Key Responsibilities

• Build and lead Race Trac's Employee Service Center strategy, operating model, and roadmap.
• Transform service delivery through case management, self-service capabilities, knowledge management, automation, and AI-enabled solutions.
• Create a scalable support model that delivers efficient, consistent, and customer-focused experiences for team members and leaders.
• Lead optimization efforts to improve workflows, reporting, and service outcomes.
• Establish service standards, SLAs, governance, and performance metrics.
• Use data and analytics to identify trends, improve processes, and enhance the employee experience.
• Partner with HR, Operations, Technology, Payroll, and business leaders to simplify and modernize people processes.
• Lead and develop a high-performing team of approximately six direct reports.
• Drive continuous improvement initiatives while ensuring reliable day-to-day operations and compliance.
• Communicate service performance, business outcomes, and transformation progress to senior leaders and executives.

Success Measures (First 6–12 Months)

• Establish a clear Employee Service Center vision, service model, and roadmap.
• Improve employee and leader experience through enhanced service delivery and case management practices.
• Increase adoption of self-service capabilities and reduce manual work through process simplification and automation.
• Implement meaningful service metrics and reporting that provide visibility into SLAs, service quality, and team performance.
• Build strong partnerships across HR, Operations, Technology, and Payroll.
• Develop and align the Employee Service Center team around a culture of service, accountability, and continuous improvement.

Responsibilities:

Employee Service Center Strategy & Model

• Define the vision, strategy, structure, capabilities, service model, governance, and roadmap for a modern Employee Service Center.
• Build a scalable operating model that supports organizational growth and changing workforce needs.
• Establish clear service ownership, escalation paths, performance expectations, and cross-functional decision rights.

Service Experience & Operations

• Create an accessible, consistent, and responsive service experience for team members and leaders.
• Establish service standards and oversee effective case management, knowledge management, escalation, and resolution practices.
• Ensure current operations deliver reliable, accurate, compliant, and high-quality support.
• Use customer feedback and service insights to improve employee and manager experiences.

Process Simplification, Automation & Self-Service

• Challenge legacy processes and identify opportunities to simplify, standardize, automate, and expand self-service.
• Partner with HR Technology, product, and systems teams to improve workflows and service delivery.
• Evaluate artificial intelligence, automation, digital experiences, and emerging practices for practical value, risk, and scalability.
• Translate improvement ideas into measurable operational and experience outcomes.

Payroll Operations & Controls

• Provide leadership oversight for payroll operations, controls, compliance practices, and employee support interfaces within the service delivery model.
• Partner with payroll, HR technology, Finance, and other stakeholders to address process gaps, service issues, and control risks.
• Promote accurate, timely, and well-controlled payroll-related employee support.

Data, Analytics & Continuous Improvement

• Establish meaningful service metrics and dashboards covering quality, speed, adoption, capacity, employee experience, and operational performance.
• Use data and insights to prioritize improvements, manage capacity, identify recurring issues, and measure value.
• Create operating rhythms for service reviews, root-cause analysis, corrective action, and continuous improvement.

Partnership & Transformation Leadership

• Partner with People leaders, Centers of Excellence, People Business Partners, Technology,…