Director, HR Shared Services

Overview

QXO is the fastest growing publicly traded distributor of building products in North America. The company is executing its strategy to become the tech-enabled leader in the $800 billion building products distribution industry and generate outsized value for its shareholders. QXO expects to achieve its target of $50 billion in annual revenues within the next decade through accretive acquisitions and organic growth.

Job Summary

The Director, HR Shared Services leads the strategy, operating model, and day to day delivery of tiered HR support for employees and managers across the employee lifecycle. This role is accountable for service quality, compliance in their service delivery space, efficiency, and employee experience across multi-channel intake, case management, and high-volume transactions.

The Director partners closely with the rest of their peers in HR Operations, Field HR, and other HR centers of excellence, and Legal to ensure consistent policy application, effective escalations, and continuous improvement. This position builds and develops a high performing Shared Services team, drives standardization and self-service adoption, and uses data to improve outcomes and reduce friction for a frontline heavy workforce.

• Shared Services Strategy and Operating Model
• Define and execute the HR Shared Services vision, scope, and operating model, including what is handled in Tier 1, what is escalated, and how work is routed and resolved
• Establish standardized processes, scripts, knowledge management, and service governance across inquiries and transactions
• Design the multi-channel support model, including case management, phone, email, text, chat and self-service, to meet the needs of field based and corporate populations
• Build a scalable approach to service delivery that supports growth, acquisitions, and organizational changes

• Service Delivery, Case Management, and Escalations
• Own end to end service delivery performance, including responsiveness, resolution times, quality, employee satisfaction, and adherence to SLAs
• Ensure effective triage and escalation paths for sensitive or complex topics, including employee relations, leave accommodations, payroll exceptions, and legal risk items
• Monitor case quality and documentation standards to ensure complete, compliant records and consistent outcomes
• Partner with functional COEs to align guidance, update scripts, and ensure accurate resolutions

• HR Transactions and Lifecycle Administration
• Oversee high volume employee lifecycle transactions, ensuring accuracy, controls, and audit readiness, including hires, job changes, transfers, promotions, leaves, and terminations
• Establish quality assurance, approvals, and segregation of duties to reduce risk and improve data integrity
• Partner with HRIS and Payroll to optimize workflows, automate transactions, and reduce manual work

• Policy, Compliance, and Risk Management
• Ensure consistent interpretation and communication of HR policies, employment practices, and escalation protocols
• Maintain controls to support compliance with federal, state, and local requirements, including record retention and personnel file practices
• Identify trends that indicate compliance risk, systemic issues, or policy gaps, and drive corrective action in partnership with Legal, Compliance, and HR leadership

• Knowledge Management and Employee Self Service
• Own the knowledge base strategy, including content standards, governance, and refresh cycles
• Increase employee self-service and manager self-service adoption through improved content, navigation, and guided workflows
• Partner with HR Technology to enhance digital experiences and reduce avoidable contacts

• Analytics, Continuous Improvement, and Change Management
• Use case data, voice of employee feedback, and operational metrics to identify root causes and drive improvements
• Lead process redesign to remove friction, standardize practices, and improve cycle times
• Develop and manage change management plans for new policies, programs, tools, and acquisitions impacting employee support

• People Leadership and Workforce Planning
• Lead, coach, and develop Shared Services leaders and…