Director, Employee Service Center

Director, Employee Service Center

The Director, Employee Service Center will build and lead the next generation of RaceTrac's People Services organization. This role is responsible for designing and scaling a modern, technology-enabled employee service model that delivers an exceptional experience for team members and leaders across a large, frontline workforce. The ideal leader combines operational excellence with transformation expertise, bringing a vision for how self-service, case management, automation, and data can simplify processes and improve service delivery.

Key Responsibilities

• Build and lead RaceTrac's Employee Service Center strategy, operating model, and roadmap.
• Transform service delivery through case management, self-service capabilities, knowledge management, automation, and AI-enabled solutions.
• Create a scalable support model that delivers efficient, consistent, and customer-focused experiences for team members and leaders.
• Lead optimization efforts to improve workflows, reporting, and service outcomes.
• Establish service standards, SLAs, governance, and performance metrics.
• Use data and analytics to identify trends, improve processes, and enhance the employee experience.
• Partner with HR, Operations, Technology, Payroll, and business leaders to simplify and modernize people processes.
• Lead and develop a high-performing team of approximately six direct reports.
• Drive continuous improvement initiatives while ensuring reliable day-to-day operations and compliance.
• Communicate service performance, business outcomes, and transformation progress to senior leaders and executives.

Success Measures (First 612 Months)

• Establish a clear Employee Service Center vision, service model, and roadmap.
• Improve employee and leader experience through enhanced service delivery and case management practices.
• Increase adoption of self-service capabilities and reduce manual work through process simplification and automation.
• Implement meaningful service metrics and reporting that provide visibility into SLAs, service quality, and team performance.
• Build strong partnerships across HR, Operations, Technology, and Payroll.
• Develop and align the Employee Service Center team around a culture of service, accountability, and continuous improvement.

Responsibilities:

Employee Service Center Strategy & Model

• Define the vision, strategy, structure, capabilities, service model, governance, and roadmap for a modern Employee Service Center.
• Build a scalable operating model that supports organizational growth and changing workforce needs.
• Establish clear service ownership, escalation paths, performance expectations, and cross-functional decision rights.

Service Experience & Operations

• Create an accessible, consistent, and responsive service experience for team members and leaders.
• Establish service standards and oversee effective case management, knowledge management, escalation, and resolution practices.
• Ensure current operations deliver reliable, accurate, compliant, and high-quality support.
• Use customer feedback and service insights to improve employee and manager experiences.

Process Simplification, Automation & Self-Service

• Challenge legacy processes and identify opportunities to simplify, standardize, automate, and expand self-service.
• Partner with HR Technology, product, and systems teams to improve workflows and service delivery.
• Evaluate artificial intelligence, automation, digital experiences, and emerging practices for practical value, risk, and scalability.
• Translate improvement ideas into measurable operational and experience outcomes.

Payroll Operations & Controls

• Provide leadership oversight for payroll operations, controls, compliance practices, and employee support interfaces within the service delivery model.
• Partner with payroll, HR technology, Finance, and other stakeholders to address process gaps, service issues, and control risks.
• Promote accurate, timely, and well-controlled payroll-related employee support.

Data, Analytics & Continuous Improvement

• Establish meaningful service metrics and dashboards covering quality, speed, adoption, capacity, employee experience, and operational performance.
• Use data and insights to prioritize improvements, manage capacity, identify recurring issues, and measure value.
• Create operating rhythms for service reviews, root-cause analysis, corrective action, and continuous improvement.

Partnership & Transformation Leadership

• Partner with People leaders, Centers of Excellence, People Business Partners, Technology, Operations, and other functions to create seamless experiences.
• Lead operational transformation and process improvement initiatives with clear governance, communication, change enablement, and adoption measures.
• Bring an external perspective on the evolving People Services profession and translate relevant practices into RaceTrac solutions.

Team Leadership & Capability Building

• Build, lead, and grow a high-performing People Services team.
• Create a culture of customer service, ownership, curiosity, disciplined execution, and continuous improvement.
• Set clear priorities and performance expectations and coach leaders and team members to deliver results.
• Build capability and succession across service delivery, case management, knowledge management, process improvement, analytics, payroll support, and technology-enabled operations.

Qualifications:

Required Skills & Experience

• 8+ years of experience leading HR operations, HR shared services, employee service centers, or related functions.
• Experience building, scaling, or transforming a service-oriented HR operation.
• Strong knowledge of case management, service delivery models, and employee support operations.
• Experience with ServiceNow, Workday, or comparable HR technology platforms.
• Demonstrated success driving operational transformation, process improvement, and change management.
• Experience supporting large frontline and/or deskless employee populations.
• Strong analytical, problem-solving, and executive communication skills.
• Proven leadership experience managing and developing teams.

Preferred Skills

• Retail, restaurant, hospitality, distribution, transportation, or other large frontline workforce experience.
• Experience implementing self-service, automation, AI, or digital employee experience solutions.
• Knowledge of payroll operations and related compliance practices.
• Experience designing service metrics, dashboards, and operational reporting.
• Exposure to shared services start-ups or significant organizational redesign efforts.

This role partners closely with HRBPs, Centers of Excellence, Payroll, Technology, Operations, and executive leaders to create a seamless team member experience. You will lead a team that plays a critical role in reimagining how RaceTrac supports a large, distributed workforce. Success requires a servant leadership mindset, strong collaboration skills, and a passion for simplifying work and improving the employee experience at scale.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.