Director – People Operations Excellence

Director – People Operations Excellence

Requirements

• 7+ years of experience in HR operations, payroll administration, shared services or a similar leadership role in a large, multi-location organization.
• Strong knowledge of HR service delivery models, ticketing systems, payroll processing, and case management procedures.
• Proven experience in process improvement methodologies (e.g. Lean, Six Sigma, continuous improvement).
• Ability to analyze complex HR and payroll data, identify trends, and drive large-scale operational improvements.
• Proficiency in HRIS, payroll systems, ticketing systems (e.g. ServiceNow, Workday), and reporting tools.
• Strong understanding of HR compliance, employment laws, and payroll regulations.

Responsibilities

• Serves as a strategic point of contact between People Partners, the Employee Services Center, and Payroll teams to drive HR service execution.
• Ensure timely and effective resolution of HR and payroll-related tickets, implementing process enhancements to improve efficiency and employee experience.
• Provides strategic oversight for payroll issue resolution, working closely with Payroll and HRIS teams to enhance accuracy and compliance.
• Develop and implement policies and controls to minimize payroll errors, streamline corrections, and ensure compliance with labor laws.
• Oversee key administrative processes, including severance agreements, job code creations, and position management updates, ensuring accuracy and compliance.
• Ensure adherence to company policies, regulatory requirements, and HR best practices in all people administration processes.
• Lead root cause analysis to identify recurring challenges in HR service delivery, payroll processing and people administration workflows.
• Drive continuous improvement initiatives to streamline HR operations, enhance self-service capabilities, and reduce administrative burden.
• Partner with IT and operations teams to optimize automation, self-service tools, and knowledge base content for employees and managers.
• Lead and develop team responsible for HR ticket escalations, payroll issue resolution and people administration support.
• Build strong relationships with key stakeholders.
• Present data-driven insights and recommendations to leadership to enhance decision making.
• Oversee HR reporting processes, ensuring data accuracy, trend analysis, and actionable insights to inform business decisions.

Preferred Qualifications

• Certification in Lean Six Sigma (green belt or higher) or other process improvement methodologies.
• Experience leading HR Operations in a shared service, employee service center, or multi-unit environment.
• Knowledge of automation tools, self-service HR technology, and workflow optimization strategies.