Director, HR Shared Services

United States, North Carolina

• HR Shared Services Architecture and Deployment
  • Lead the design and deployment of a global, technology-enabled HR shared services operating model aligned to enterprise strategy.
  • Architect end-to-end service delivery integrating Workday, Service Now, Genesys Cloud, and adjacent HR technologies into a cohesive ecosystem.
  • Define workflow orchestration logic, service channels, escalation pathways, automation triggers, and AI enablement points.
  • Establish global design standards that ensure consistency while enabling appropriate regional flexibility and compliance.
  • Partner with IT to drive the continuous evolution of Service Now and the implementation and optimization of Genesys Cloud.
• Global Service Delivery Leadership
  • Lead a globally distributed HR shared services team across the Americas, EMEA, and APAC.
  • Define and manage service standards, SLAs, KPIs, quality metrics, and employee experience indicators.
  • Ensure consistent knowledge management, case handling practices, and service execution across regions.
  • Build a culture of accountability, customer centricity, operational discipline, and continuous learning.
  • Align regional delivery models with enterprise governance, risk management, and platform standards.
• Intelligent Automation and AI Enablement
  • Embed AI-driven automation and orchestration into core service workflows to reduce manual effort and improve responsiveness.
  • Identify, prioritize, and implement automation opportunities that enhance efficiency and elevate employee experience.
  • Ensure responsible, secure, and scalable deployment of AI-enabled capabilities in partnership with IT and data governance teams.
  • Monitor adoption, performance, and measurable value realization of automation initiatives.
• Employee Experience Optimization
  • Design seamless, intuitive employee service journeys across self-service, case management, and assisted service channels.
  • Reduce friction, improve resolution times, and increase first-contact resolution rates.
  • Leverage service data, analytics, and employee feedback to continuously refine workflows and touchpoints.
  • Operationalize and reinforce the Employee Value Proposition through consistent, high-quality service delivery.
• Governance, Performance, and Continuous Improvement
  • Establish governance frameworks for service operations, platform configuration, and integration management.
  • Define and track performance metrics including service levels, first-contact resolution, case aging, cost-to-serve, automation rates, and employee satisfaction.
  • Lead structured continuous improvement initiatives to enhance service scalability and effectiveness.
  • Maintain integration integrity across platforms and proactively address risks, redundancies, and technical debt.
• Cross-Functional Partnership and Strategic Alignment
  • Partner with HR Centers of Excellence and HR Business Partners to align service delivery with evolving business priorities.
  • Provide strategic input into platform roadmaps, technology investments, and capability prioritization.
  • Translate HR strategy and workforce needs into scalable service delivery solutions.
  • Contribute to broader HR transformation initiatives across the enterprise.

• 10+ years of progressive HR operations, shared services, or service delivery leadership experience with global scope.
• Experience designing and deploying technology-enabled HR service models at enterprise scale.
• Deep expertise integrating Workday, Service Now, contact center platforms, and orchestration technologies such as Genesys Cloud.
• Leadership of global, distributed teams across multiple regions including the Americas, EMEA, and APAC.
• Proven ability to drive automation initiatives that improve operational efficiency and employee experience.
• Strong partnership skills with HRIS, IT, enterprise architecture, and operations stakeholders in complex environments.
• Experience establishing governance frameworks, SLAs, KPIs, and performance management systems for shared services.
• Track record of leading large-scale transformation initiatives while maintaining operational stability.

• Advanced experience in global service delivery transformation within high-growth or technology-driven organizations.
• Strong executive presence and ability to influence cross-functional senior leaders.
• Expertise in employee experience design, service blueprinting, and journey mapping.
• Experience implementing AI-enabled workflow orchestration at scale.

$ - $

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work-from-home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic…