Director of HR Service Delivery & Operations

Director of HR Service Delivery & Operations

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.

This position is not eligible for employer sponsorship.

Reporting directly to the Executive Vice President (EVP) of Human Resources (HR), the Director of HR Service Delivery & Operations serves as a key member of the HR Leadership Team responsible for advancing the HR Department’s mission of championing a people-first culture by supporting Team Members and delivering practical solutions. This leader is responsible for HR Services, Payroll, Workplace Solutions, and Administrative Operations, ensuring responsive, people-focused service and data-informed decisions that strengthen the Team Member experience and support U-Haul's continued growth.

The Director establishes the vision, priorities, and service standards to ensure consistent, accurate, efficient, and Team Member-focused service delivery across the Company. This role partners closely with business leaders to align services with the needs of the business while simplifying processes, using technology, and improving the way the HR Department serves Team Members.

Success in this role requires exceptional judgment, strong leadership, and a solutions-oriented mindset. The Director must effectively balance compliance, business needs, and the Team Member experience while never losing sight of the person behind each decision. Rather than simply enforcing policies, the Director works with others to find practical, compliant solutions that support Team Members, protect the Company, and move the business forward.

• Serve as a strategic advisor to the EVP of HR and HR Leadership Team, helping shape and execute the HR Department's priorities in support of Company goals.
• Develop confident, capable leaders by providing coaching, mentorship, performance feedback, and decision-making guidance that builds confidence, accountability, and independent leadership.
• Champion a people-first, service-focused culture by delivering responsive, practical solutions that balance the needs of Team Members, the business, and compliance requirements.
• Empower leaders to confidently resolve complex issues by evaluating options, balancing competing priorities, and achieving the best possible outcome.
• Serve as the escalation point for complex matters requiring discretion, critical thinking, and thoughtful decision-making.
• Use data, performance metrics, service levels, and Team Member feedback to measure performance, identify trends, and improve service.
• Simplify processes and use technology to improve efficiency, expand self-service, and enhance the Team Member experience.
• Ensure compliance with applicable requirements while promoting consistency, fairness, and thoughtful decision making.
• Develop and lead department initiatives that improve service, strengthen collaboration, and support Company priorities.
• Oversee departmental budgets, vendor relationships, resource planning, and expenses while ensuring Economy & Effectiveness (E&E) and responsible stewardship of Company resources.
• Demonstrate the HR Department’s leadership principles through accountability, unity of direction, and a SUP (Supportive, Upbeat, and Positive) approach.
• Stay informed on industry trends, emerging technologies, and best practices to improve HR services and support future business needs.

• 8+ years of progressive leadership experience in Human Resources and/or shared services.
• 5+ years of experience leading managers and/or multi-functional teams with a proven track record of building high-performing teams and driving organizational performance.
• Proven ability to lead through change, influence across functions, and build strong…