Director, Global People Services

Presidio•,

16h

About The Position

The Director, Global People Services leads a scalable, consistent global service delivery organization covering employee support, employee lifecycle administration, and benefits and leave administration. The role directs HR Services, Employee Lifecycle, and Benefits/Leave teams, builds team capability and an effective regional delivery network, and establishes service standards and controls. The director designs an AI-enabled employee support model, including Tier 0 self-service and Tier 1 case intake and triage, and enables effective Tier 2 escalation with AI-assisted case summarization, research, and routing. This work must include human review, privacy safeguards, accurate knowledge content, and clear specialist accountability. The role oversees employee data changes and lifecycle processes, coordinates benefits and leave administration with internal partners and vendors, and leads the FY27 transition of repeatable transactional work from regional HR teams while preserving local expertise and uninterrupted service. The director uses service and employee feedback data to improve processes and employee experience, strengthens compliance and operational controls, partners across HR functions, and leads stakeholder engagement and change adoption.

Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field; 10+ years of equivalent relevant experience may be considered.
Progressive experience leading HR operations, employee services, shared services, or an HR service center in a complex, multi-country organization.
Demonstrated success building teams, implementing service delivery models, and transitioning transactional HR work across functions or regions.
Strong knowledge of employee lifecycle processes, case management, knowledge management, HR systems, employee data controls, and service metrics.
Working knowledge of benefits, leave, privacy, records, and employment compliance administration, with the ability to engage local experts where required.
Experience managing vendors, cross-functional initiatives, process documentation, operational controls, and continuous improvement.
Strong analytical, communication, stakeholder management, and change leadership skills.

Responsibilities

Lead global employee service delivery across HR Services, Employee Lifecycle, and Benefits/Leave teams; clarify accountabilities, build capability, and develop an effective regional delivery network.
Design AI-enabled Tier 0 self-service with knowledge content, conversational support, and guided answers, maintaining content accuracy, privacy safeguards, and escalation to Tier 1.
Own Tier 1 case intake and triage, inquiry follow-up, escalation pathways, service levels, case reporting, access support, and client RFP support.
Use AI to assist Tier 1 case classification, routing, knowledge retrieval, and response drafting, and Tier 2 case summarization, research, and complex issue resolution, with human review, privacy safeguards, and specialist accountability.
Oversee timely and accurate employee data changes, onboarding, offboarding, transfers, promotions, job changes, I-9 compliance, and employee records management.
Coordinate benefits and leave program administration and employee support with Total Rewards, vendors, HR business partners, and local specialists.
Drive the FY27 service transition by mapping regional transactions and roles, documenting processes, assessing readiness, and sequencing work and resource transfers with clear ownership, controls, and uninterrupted service.
Establish operating procedures, data and privacy controls, audit-ready documentation, escalation protocols, and consistent execution across regions.
Use case, transaction, and employee feedback data to identify root causes, simplify processes, expand self-service, and improve resolution time and employee experience.
Partner with Payroll, HR Technology and People Analytics, Total Rewards, HR business partners, and regional HR teams to improve data quality, system workflows, reporting, and end-to-end employee processes.
Communicate the service delivery vision, manage expectations, and build adoption among employees, managers, HR partners, and leaders.