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, ServiceNow, 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 ServiceNow and the implementation and optimization of Genesys Cloud
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
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
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
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
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

Requirements

Demonstrate 10 or more years of progressive HR operations, shared services, or service delivery leadership experience with global scope
Prove experience designing and deploying technology-enabled HR service models at enterprise scale
Exhibit deep expertise integrating Workday, ServiceNow, contact center platforms, and orchestration technologies such as Genesys Cloud
Lead global, distributed teams across multiple regions including the Americas, EMEA, and APAC
Drive automation initiatives that improve operational efficiency and employee experience
Partner effectively with HRIS, IT, enterprise architecture, and operations stakeholders in complex environments
Establish governance frameworks, SLAs, KPIs, and performance management systems for shared services
Lead large-scale transformation initiatives while maintaining operational stability

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HR operationsservice deliveryworkflow orchestrationautomationperformance metricsintegration managementcontinuous improvementemployee experiencegovernance frameworkscase management

Soft Skills

leadershipcustomer centricityoperational disciplineaccountabilitystrategic inputcollaborationcommunicationproblem-solvingadaptabilityteam management