Head of Employee Services

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Oversee the strategy, implementation, governance, and ongoing enhancement of the Employee Services operating model throughout North America.

• Build and manage a high-performing team tasked with employee lifecycle transactions, onboarding, employee data management, leave administration, employee inquiries, case management, and related services.

• Establish and govern service catalogs, intake channels, escalation pathways, ownership boundaries, service standards, and delivery processes.

• Develop and maintain service-level agreements, operational controls, performance metrics, quality standards, and accountability frameworks.

• Collaborate with HRBPs, Payroll, Benefits, HRIS, Employee Relations, Legal, and business leaders to enhance the employee experience and operational efficiency.

• Influence workforce planning, capacity management, resource allocation, and service delivery performance.

• Leverage analytics and operational insights to identify trends, risks, opportunities, and improvement initiatives.

• Promote standardization, automation, knowledge management, compliance controls, and initiatives for continuous improvement.

• Lead change management and adoption efforts related to process migrations, organizational transformation, and the evolution of service models.

• Act as a trusted advisor to HR leadership and business stakeholders regarding Employee Services strategy, governance, service performance, and capability development.

⛳️ Requirements

• A Bachelor's degree in Human Resources, Business, Organizational Leadership, Operations Management, or a related field.

• 10+ years of progressive HR leadership experience in HR operations, shared services, employee services, HR transformation, or similar service delivery environments.

• Proven success in building, scaling, or transforming HR service delivery organizations from design through implementation, stabilization, and ongoing improvement.

• Demonstrated experience leading managers and large service delivery teams in complex, multi-site, matrixed organizations.

• Strong expertise in service governance, SLA management, workforce planning, operational metrics, compliance controls, service delivery excellence, and continuous improvement.

• Experience driving large-scale organizational change and transformation initiatives with measurable business impacts.

• Strong executive presence with the ability to influence and collaborate across various organizational levels.

• Capability to balance employee experience, operational efficiency, compliance requirements, and business priorities.

• Experience in supporting manufacturing, unionized, multi-site, or decentralized organizations.

• Familiarity with HRIS platforms such as SAP SuccessFactors; case management tools like ServiceNow; workflow automation; knowledge management solutions; and self-service technologies.

• Experience leading shared services or Employee Services transformations in large, complex organizations.

• Professional certification such as SHRM-CP, SHRM-SCP, PHR, SPHR, or equivalent is preferred.

• Proficiency in Spanish or Canadian French is a plus.

• Experience in global organizations and collaborating with geographically dispersed teams.

🏝️ Benefits

• Eligibility for an annual incentive plan with a maximum payout opportunity of 23%.

• Medical, dental, and vision coverage with a variety of plan options.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).

• Mental wellbeing support, including an Employee Assistance Program (EAP).

• Company-paid life, AD&D, short-term disability, and long-term disability insurance.

• 401(k) retirement plan with company match and additional contributions from the company.

• Voluntary benefits such as critical illness, accident, identity protection, and pet insurance.

• Opportunities for professional development within a global organization.

• Flexible remote work arrangement.