Senior Director, People Operations

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Take ownership of Ciena's international HR technology strategy, roadmap, architecture, budget, vendor relationships, and governance for delivery.

• Direct the HRIS function, ensuring dependable, secure, and integrated core HR systems.

• Collaborate with IT, Finance, Legal, Privacy, Security, and business leaders on key priorities, integration standards, data governance, and access control measures.

• Manage HR technology as a product, focusing on roadmap prioritization, business case development, success metrics, releases, and regional adoption.

• Standardize global HR processes while accommodating local legal requirements and works-council considerations.

• Take charge of HR data quality and the protection of employee privacy.

• Develop and implement an HR AI and automation strategy that encompasses employee services, HR operations, talent management, and workforce planning.

• Roll out AI-enabled virtual assistants, knowledge management solutions, case triage, policy Q&A, analytics, and workflow automation.

• Establish responsible-AI guidelines addressing privacy, bias, explainability, and human oversight.

• Foster AI fluency within the HR team and assess operational impacts.

• Oversee the global People Connect organization, which includes HR shared services, case management, policy administration, onboarding/offboarding processes, and employee inquiries.

• Design and implement a modern employee-services model featuring self-service options, knowledge bases, guided workflows, omnichannel support, and defined escalation paths.

• Utilize process mapping, journey design, and continuous improvement methodologies to minimize friction, rework, and resolution times.

• Manage service metrics such as case volume, first-contact resolution rates, backlog, quality, satisfaction, and cost per case.

• Lead workforce planning, coaching, and performance management for the People Connect team.

• Collaborate with HR Centers of Excellence, HR business partners, Payroll, Benefits, Legal, IT, and various vendors.

• Build and maintain a high-performing global team.

• Spearhead large-scale transformations involving system implementations, service redesign, process standardization, and AI integration.

• Convert people strategy into an HR operations roadmap, detailing priorities, owners, risks, and expected outcomes.

• Influence executives, regional leaders, and partners through data-driven insights.

• Oversee budget management, forecasting, vendor expenditures, and value realization.

• Ensure the delivery of reliable, secure, and adopted HR platforms, while enhancing data quality and integration health.

• Enhance self-service adoption, resolution speed, first-contact resolution rates, backlog, employee satisfaction, cost-to-serve, cycle time, and manual effort.

⛳️ Requirements

• Bachelor's degree in HR, Business, Information Systems, Computer Science, or a related field.

• Over 12 years of experience in HR operations, HR technology, HRIS, shared services, or HR transformation.

• More than 7 years of experience leading multi-site or global teams.

• Demonstrated ownership of an HRIS/HCM platform at scale, such as Workday, SAP SuccessFactors, or Oracle HCM.

• Experience with implementations, integrations, upgrades, and vendor management.

• Background in designing or leading global shared-services or employee-services organizations.

• Expertise in process improvement methodologies, including Lean, Six Sigma, or service design.

• Practical experience in scaling AI, automation, chatbots, or Robotic Process Automation (RPA).

• Strong analytical skills and capability in business case development.

• Excellent stakeholder management skills and change leadership capabilities.

• Ability to collaborate effectively across various time zones.

🏝️ Benefits

• Eligibility for discretionary incentive bonuses for non-Sales employees.

• Comprehensive medical, dental, and vision insurance plans.

• 401(k) plan with company matching available (USA).

• DCPP with company matching provided (Canada).

• Employee Stock Purchase Program (ESPP).

• Employee Assistance Program (EAP).

• Company-paid holidays.

• Paid sick leave.

• Vacation time.

• Paid Family Leave and other types of leave of absence.

• Opportunities for professional development.

• Flexible work arrangements.

• Accommodation measures for disabilities.