Director, HR Operations

About the role

The Director, HR Operations will lead the delivery of HR services across the Americas, ensuring consistent, high‑quality support for the workforce. This senior position partners with HR Centers of Excellence, technology teams and business leaders to continuously improve service models.

Key responsibilities

• Lead HR Service Delivery operations for onboarding, off‑boarding, payroll, benefits, employee data and support.
• Manage BPO vendor relationships, enforce KPIs, SLAs and service‑quality standards.
• Drive automation, continuous‑improvement and process‑optimization initiatives.
• Collaborate with HR COEs, GBS, technology and business leaders to evolve delivery models.
• Establish and monitor operational metrics, mitigate risks and identify improvement opportunities.
• Lead and develop regional teams, fostering operational excellence and a customer‑focused culture.
• Support transformation projects, organizational changes and new technology implementations.

Required profile

• Bachelor’s degree in Human Resources, Business Administration, Industrial Engineering or related field.
• 10+ years in HR Operations, Service Delivery or Shared Services.
• Minimum 5 years of leadership experience managing teams and operations.
• Proven experience supporting a United States workforce and managing regional teams in multinational, matrixed environments.
• Advanced English proficiency.

Required skills

• Experience with ADP payroll and HR systems.
• Experience with Workday and/or ServiceNow platforms.
• Lean Six Sigma, ITIL or PMP certifications.