Assistant Human Resources Director

The City of Durham is seeking an Assistant Director of HR Operations and Service Delivery.

The Assistant Department Director of HR Operations and Service Delivery is a senior leadership role reporting to the Chief Human Resources Officer. The AD oversees multiple divisions within the HR department and serves as a second-level supervisor, providing strategic direction and management oversight to managers and their HR divisions.

This position is responsible for the infrastructure, systems, and service channels that enable the HR department to deliver consistent, high-quality support to the City’s workforce. The AD oversees the design and execution of the department’s service delivery model, HR technology systems, frontline service operations, and data and analytics functions.

The ideal candidate is a builder — someone who can design scalable processes, stabilize and optimize HR technology platforms, and stand up a service delivery model that ensures departments receive responsive, knowledgeable HR support. This role requires a leader who is equally comfortable working at the systems level and managing day-to-day operations, and who brings a track record of leading teams through technology transitions and process improvement.

Duties/Responsibilities

This position provides strategic and operational leadership over multiple HR functional areas. The specific portfolio may include, but is not limited to, the following:

HRIS - HR Technology and Information Systems

• Leads the administration, configuration, and continuous improvement of the City’s HCM platform (Oracle Fusion HCM) and related HR technology systems.
• Oversees system stabilization, post-implementation optimization, and end-user support.
• Partners with IT and vendor teams to ensure data integrity, security, and system integration across platforms.
• Manages the planning and execution of future system modules and enhancements.
• Oversees vendor relationships for HR technology platforms, ensuring contractual performance, knowledge transfer, and transition planning.

HR Connect - HR Service Delivery and Operations

• Oversees HR Connect or equivalent frontline service functions that serve as the primary intake channel for employee inquiries.
• Designs and implements a tiered service delivery model that routes employee-level inquiries through centralized channels and director/manager-level support through assigned HR specialists/portfolios.
• Establishes service standards, response time expectations, and quality metrics.
• Builds and manages an HR liaison or specialist model that provides portfolio-based support to City departments.

HR Data, Analytics, and Reporting

• Owns the department’s data strategy, including the collection, governance, analysis, and reporting of HR metrics and workforce data.
• Develops and maintains dashboards, scorecards, and regular reporting packages for HR leadership, the City Manager’s Office, and other stakeholders.
• Produces ad hoc analyses to support decision-making on workforce planning, compensation, staffing trends, and operational performance.
• Ensures compliance with data governance standards and regulatory reporting requirements.
• Builds internal capacity for data literacy and self-service reporting within the HR department.

Leadership and Team Development

• Directly supervises managers and staff within assigned functional areas; serves as a second-level supervisor overseeing multiple divisions.
• Prioritizes the growth and development of direct reports and their teams, conducting regular 1:1 meetings and managing performance through the City’s EPEP Performance Management framework.
• Invests in building team capacity, initiative, and professional skills.
• Operates in alignment with the department’s operational excellence framework, ensuring all work…