Director, HR Shared Services

QXO•Coppell, TX

About The Position

We’re looking for bold, entrepreneurial talent ready to help build something extraordinary — and reshape the future of building products distribution. QXO is a publicly traded company founded by Brad Jacobs with the goal of building the market-leading company in the building products distribution industry. On April 30, 2025, QXO completed its first acquisition: Beacon Building Products, a leading distributor in the sector. We are building a customer-focused, tech-enabled, and innovation-driven business that will scale rapidly through accretive M&A, organic growth, and greenfield expansion. Our strategy is rooted in delivering exceptional customer experiences, improving operational efficiency, and leveraging data, digital tools, and AI to modernize a historically under-digitized industry. Job Summary The Director, HR Shared Services leads the strategy, operating model, and day to day delivery of tiered HR support for employees and managers across the employee lifecycle. This role is accountable for service quality, compliance in their service delivery space, efficiency, and employee experience across multi-channel intake, case management, and high-volume transactions. The Director partners closely with the rest of their peers in HR Operations, Field HR, and other HR centers of excellence, and Legal to ensure consistent policy application, effective escalations, and continuous improvement. This position builds and develops a high performing Shared Services team, drives standardization and self-service adoption, and uses data to improve outcomes and reduce friction for a frontline heavy workforce.

Requirements

Service leadership and employee experience orientation
Operational rigor, metrics driven management, and continuous improvement
Sound judgment, risk awareness, and escalation management
Clear communication, coaching, and stakeholder influence
Process design, standardization, and change leadership

Nice To Haves

Experience supporting a frontline heavy, hourly workforce with high transaction volume and timekeeping complexity
Experience with HR case management tools and knowledge base governance platforms
Experience with UKG Pro, Oracle, and SalesForce CRM and integrated HR ecosystems, including time, payroll, and talent platforms
Experience leading service delivery through transformation, centralization, acquisitions, or major policy and program changes
Lean, Six Sigma, or continuous improvement background

Responsibilities

Define and execute the HR Shared Services vision, scope, and operating model, including what is handled in Tier 1, what is escalated, and how work is routed and resolved
Establish standardized processes, scripts, knowledge management, and service governance across inquiries and transactions
Design the multi-channel support model, including case management, phone, email, text, chat and self-service, to meet the needs of field based and corporate populations
Build a scalable approach to service delivery that supports growth, acquisitions, and organizational changes
Own end to end service delivery performance, including responsiveness, resolution times, quality, employee satisfaction, and adherence to SLAs
Ensure effective triage and escalation paths for sensitive or complex topics, including employee relations, leave accommodations, payroll exceptions, and legal risk items
Monitor case quality and documentation standards to ensure complete, compliant records and consistent outcomes
Partner with functional COEs to align guidance, update scripts, and ensure accurate resolutions
Oversee high volume employee lifecycle transactions, ensuring accuracy, controls, and audit readiness, including hires, job changes, transfers, promotions, leaves, and terminations
Establish quality assurance, approvals, and segregation of duties to reduce risk and improve data integrity
Partner with HRIS and Payroll to optimize workflows, automate transactions, and reduce manual work
Ensure consistent interpretation and communication of HR policies, employment practices, and escalation protocols
Maintain controls to support compliance with federal, state, and local requirements, including record retention and personnel file practices
Identify trends that indicate compliance risk, systemic issues, or policy gaps, and drive corrective action in partnership with Legal, Compliance, and HR leadership
Own the knowledge base strategy, including content standards, governance, and refresh cycles
Increase employee self-service and manager self-service adoption through improved content, navigation, and guided workflows
Partner with HR Technology to enhance digital experiences and reduce avoidable contacts
Use case data, voice of employee feedback, and operational metrics to identify root causes and drive improvements
Lead process redesign to remove friction, standardize practices, and improve cycle times
Develop and manage change management plans for new policies, programs, tools, and acquisitions impacting employee support
Lead, coach, and develop Shared Services leaders and representatives, building a culture of accountability, empathy, and continuous improvement
Define staffing models, schedules, and coverage strategies to meet demand patterns, including peak periods such as enrollment, performance cycles, and high volume hiring seasons
Build training, onboarding, and quality programs that ensure consistent capability and compliance
Establish a governance cadence with HR COEs and HR Operations to review metrics, escalations, policy changes, and improvement priorities
Serve as the primary escalation leader for Shared Services service delivery issues and cross functional breakdowns
Manage vendor relationships as applicable for case management tools, contact center support, or leave and benefits administrators