Assistant Human Resources Director — Operations & Service Delivery

The City is looking for more than a traditional HR administrator. Durham needs a builder.

This is a significant leadership opportunity for an HR professional who thrives at the intersection of people, technology, systems, data, and service delivery. The successful candidate will join the City at an important moment as its Human Resources Department continues a broad transformation designed to strengthen how HR supports approximately 2,800 employees across 26 departments. Reporting to the Chief Human Resources Officer, the Assistant Department Director will have responsibility for several of the operational functions that form the backbone of the City’s HR organization.

These include HR technology and information systems, HR service delivery and frontline operations, and HR data, analytics, and reporting.

The next Assistant Department Director will help take newly implemented systems and evolving service models from implementation to optimization. The successful candidate will bring structure to complex operations, establish scalable processes, strengthen accountability and service standards, and help create an HR organization that is responsive, data-informed, and equipped to meet the changing needs of the City’s workforce.

About the Assistant Department Director for HR Operations and Service Delivery

Reporting directly to the Chief Human Resources Officer, the Assistant Department Director of HR Operations and Service Delivery is a senior member of the Human Resources leadership team. The position provides strategic direction and management oversight across multiple HR divisions and serves as a second-level supervisor responsible for managers and their respective teams. At its core, this position is responsible for ensuring that the infrastructure behind HR works—and works well.

The Assistant Department Director will oversee the systems, processes, service channels, data capabilities, and operational structures that allow HR to consistently deliver high-quality service throughout City government.

The position’s primary areas of leadership span three categories:

HR Technology & Information Systems
The Assistant Department Director will provide leadership for the administration, stabilization, configuration, and continuous improvement of the City’s Oracle Fusion HCM platform and related HR technology.

The successful candidate will:

• Lead post-implementation stabilization and optimization of the City’s HCM environment.
• Ensure systems effectively support HR operations and the needs of City departments and employees.
• Partner closely with Information Technology, vendors, and internal stakeholders to maintain data integrity, system security, and integrations.
• Establish effective end-user support and issue-resolution processes.
• Plan for future HCM modules, system enhancements, and process improvements.
• Manage technology vendor relationships with an emphasis on performance, accountability, knowledge transfer, and long-term sustainability.

HR Service Delivery & HR Connect
A major priority for this position will be strengthening how employees and departments access HR expertise and assistance. The Assistant Department Director will oversee HR Connect, or equivalent frontline HR service functions, and continue development of a tiered service delivery model. This includes:

• Creating clear and accessible channels for employee HR inquiries.
• Establishing processes for triaging, escalating, and resolving requests.
• Defining service standards and response-time expectations.
• Developing meaningful service-quality and performance measures.
• Building an HR liaison or specialist model that provides knowledgeable, portfolio-based support to City departments.
• Ensuring that department directors, managers, employees, and HR…