Director, Human Resources Operations & Service Center

OverviewThe OpportunityThe Director, HR Operations & Service Center leads the operational backbone that supports HR and divisional leaders across FullBloom — owning the systems, processes, and frontline support that power the employee experience from hire to retire for all FullBloom divisions, including Catapult Learning, CharacterStrong, and SESI.This role partners extensively with the HRIS team to drive UKG functionality, data integrity, reporting, and HR technology strategy. This role also serves as a strategic thought partner to HR and divisional leadership, shaping the operating model, service delivery strategy, and multi-year roadmap for HR operations as FullBloom continues to grow across divisions.The Director will lead an HR Service Center team consisting of 20-plus members, ensuring employees and managers across every division receive accurate, timely, and consistent support, while also driving the standard operating procedures, compliance controls, and continuous improvement initiatives that keep HR operations scalable as the organization continues to grow.ResponsibilitiesCore ResponsibilitiesHR Service Center Leadership & Employee ExperienceLead, coach, and develop the HR Service Center team, building a culture of accountability, accuracy, and responsiveness across all FullBloom divisionsOwn the tiered HR Ops service model of case management and ticketing operations, establishing SLAs, quality standards, and escalation pathways for Build and maintain self-service tools, knowledge base articles, and FAQs that reduce ticket volume and improve the employee experienceMonitor and report on service center performance metrics (e.g., resolution time, ticket volume, first-contact resolution, employee satisfaction) HRIS Partnership & UKG Systems StrategyCollaborate extensively with the HRIS team to ensure UKG is properly configured, maintained, and functioning smoothly in support of HR and divisional operations, ensuring the platform reflects operational realitiesPartner with HRIS on vendor-related escalations, roadmap planning, and evaluation of new modulesMaintain deep, current expertise across core UKG modules (Core HR, Payroll interface, Time & Attendance, Reporting) to effectively partner with HRIS and troubleshoot issues; UKG certification(s) strongly valued and actively encouraged across the team HR Data Integrity, Lifecycle Transactions & ReportingOversee accurate, timely processing of employee lifecycle transactions — new hires, transfers, promotions, compensation changes, leaves, and terminations — across every divisionEstablish HR data governance standards, audit protocols, and data quality controls across the employee recordBuild and maintain dashboards and reporting that give HR and divisional leaders real-time visibility into workforce dataEnsure clean, accurate data flow between UKG and downstream systems (payroll, benefits, time & attendance, ATS) Process Improvement, Compliance & DocumentationDesign, document, and continuously refine standard operating procedures across HR operations, ensuring consistency across divisions while accommodating division-specific needsWork closely with legal and compliance partners to ensure HR systems and processes support wage-and-hour, I-9, leave administration, and recordkeeping requirementsIdentify and lead automation opportunities within UKG to reduce manual work and improve accuracyOwn change management and testing protocols for all system and process changes Cross-Functional Partnership & Strategic SupportShape end-to-end alignment across the employee lifecycle in collaboration with HRIS, Payroll and Benefits, Talent, HR Business Partners, and HR Divisional leaders across FullBloomInform and help shape the HR team's technology and AI-enablement roadmap in partnership with HR Divisional leadersAssist HRIS with projects and system rollouts across the organizationServe as an escalation point for complex HR operations and systems issues, bringing sound judgment and a solutions-first mindsetDefine and evolve the strategic roadmap for HR service delivery across FullBloom, ensuring the operating model scales with organizational growthBenchmark against industry best practices and emerging HR service delivery trends to continuously raise the maturity of HR operationsQualificationsWhat You'll BringRequiredBachelor's degree in Human Resources, Business, or a related field, or equivalent professional experience10+ years of progressive HR operations and/or HRIS experience, including at least 5+ years in a leadership capacityDeep, hands-on knowledge of UKG — configuration, reporting, workflow design, and integrations — sufficient to partner effectively with the HRIS teamProven experience leading an HR service center, shared services, or HR operations teamStrong analytical and project management skills, with the ability to translate complex systems data into clear, actionable insight for leadershipA service-first mindset paired with sound judgment on when to escalate versus resolve independentlyPreferredUKG certification(s) (e.g., product-specific certifications earned through UKG Learning)Experience operating across a multi-division or multi-entity organizationExperience partnering closely with an HRIS or IT systems team on upgrades, rollouts, or platform enhancementsFamiliarity with process improvement methodologies (e.g., Lean, Six Sigma) applied to HR operationsPosted Salary RangeStarting from USD $160,000.00/Yr.