Director, HR Shared Services

Overview The Director, HR Shared Services is responsible for architecting and leading a modern, technology-enabled global HR service delivery model that elevates the employee experience at scale. This role designs and operationalizes an integrated ecosystem that connects Workday as the system of record, ServiceNow for case management, and Genesys Cloud as the orchestration layer. Responsibilities HR Shared Services Architecture and Deployment: 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. Global Service Delivery Leadership: 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. Intelligent Automation and AI Enablement: 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. Employee Experience Optimization: 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. Governance, Performance, and Continuous Improvement: 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. Cross-Functional Partnership and Strategic Alignment: 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. Qualifications 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. Preferred Qualifications Hold advanced experience in global service delivery transformation within high-growth or technology-driven organizations. Demonstrate strong executive presence and the ability to influence cross-functional senior leaders. Exhibit expertise in employee experience design, service blueprinting, and journey mapping. Possess experience implementing AI-enabled workflow orchestration at scale. Compensation Base salary range: $161,700.00 - $284,300.00. Actual salaries vary based on experience, qualifications, skills, and location. Eligible for commission or performance-based bonus opportunities. 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. Equal Employment Opportunity Statement Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Recruiters will not ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr 8100 United States - Genesys Cloud Services, Inc.