Director, Human Resources

Unify

CX is growing and looking for a Director, Human Resources to join our motivated and ambitious team in San Antonio.

The Director of Human Resources (U.S.) owns all HR operations across Unify

CX’s Americas sites. This role ensures efficient, compliant, and scalable HR service delivery supporting a fast-moving BPO environment. The Director drives process discipline across all HR systems, policy enforcement, employee relations, and compensation administration—keeping HR lean, responsive, and execution-focused.

• Lead day-to-day HR service delivery across benefits, and HRIS.
• Standardize and simplify HR processes to reduce manual work and increase speed.
• Track and improve operational metrics: ticket turnaround, accuracy, compliance, and cost efficiency.
• Partner with Finance and Operations to align workforce data, headcount reporting, and labor budgets.

• Manage all U.S. employee relations cases—investigations, corrective actions, and policy enforcement.
• Ensure compliance with federal, state, and local labor laws and partner with legal on risk mitigation.
• Maintain and continuously update HR policy playbooks, manager guides, and compliance calendars.
• Train site leaders on consistent ER practices to minimize escalations and risk exposure.

• Oversee pay structures, bonuses, and benefits operations with a focus on accuracy and cost control.
• Manage compensation approvals and governance; ensure internal equity and FLSA compliance.
• Partner with Finance to support annual cycles and incentive payouts.
• Own vendor relationships for payroll and benefits administration.

• Maintain HRIS and payroll integrations ensuring real‑time, accurate workforce data.
• Build simple dashboards for turnover, headcount, and ER trends to inform operations.
• Drive adoption of employee self‑service and digital workflows to reduce tickets and manual intervention.

• Support goal‑setting, performance review, and corrective‑action processes across sites.
• Partner with site operations leaders on staffing plans, organizational changes, and policy execution.
• Ensure consistent manager capability around feedback, documentation, and accountability.

• Reduced HR service cycle times and increased automation/self‑service use.
• Clean HR audits with no major compliance findings.
• Improved case closure rates and fewer escalations.
• Consistent pay accuracy and benefit‑enrollment satisfaction.
• High satisfaction from Operations and Finance on HR responsiveness and reliability.

• 10+ years of HR experience, including 5+ years leading HR operations in a multi‑site BPO, CX, or service organization.
• Deep knowledge of labor and employment law.
• Proven track record in scaling HR operations with lean teams.
• Hands‑on experience with HRIS/payroll systems (Paycor).
• Practical, solutions‑oriented communicator comfortable in fast‑paced environments.
• Bi‑Lingual Spanish/English preferred but not required.

• Execution‑first mindset: moves fast, keeps things simple, and drives accountability.
• Operationally sharp: focuses on process integrity, compliance, and speed.
• Low‑ego operator: builds trust through reliability and clear communication.
• Resourceful: thrives in lean, high‑volume environments with limited bureaucracy.

Unify

CX is a certified minority‑owned business and an EOE employer that welcomes diversity.