Director HR Shared Services

Ashley Furniture Industries•Tampa, FL

3d•Onsite

About The Position

The Director, HR Shared Services, is responsible for leading the strategy, design, execution, and continuous improvement of the organization's HR Shared Services function. This leader will build a high-performing service delivery model that provides efficient, scalable, and employee-centric HR support across the employee lifecycle. The Director will oversee HR operations, service delivery, case management, HR technology optimization, process improvement, compliance administration, and the development of self-service and AI-enabled solutions. This role partners closely with HR Business Partners, Payroll, IT, and business leaders to ensure exceptional service and operational excellence. This position is critical in transforming HR from an administrative function into a strategic business partner by centralizing transactional work and enabling HR teams to focus on talent, leadership, and business outcomes.

Requirements

Experience building and scaling shared services organizations.
8+ years of progressive HR leadership experience.
5+ years leading HR Operations, HR Shared Services, HR Service Delivery, or similar functions.
Experience with UKG strongly preferred, Workday, Oracle HCM, or similar HR platforms.
Strong understanding of HR systems, case management platforms, and employee service models.
Proven experience leading large-scale process improvement initiatives.
Strong analytical, problem-solving, and project management skills.

Responsibilities

Develop and execute the long-term strategy for HR Shared Services.
Lead and develop a centralized HR service delivery team.
Establish service standards, operating procedures, and governance models.
Build a culture focused on customer service, accountability, continuous improvement, and operational excellence.
Drive adoption of best practices across HR operations.
Deliver consistent and high-quality support for employees and leaders across all locations.
Establish and manage HR service channels including ticketing, phone, email, chat, and self-service resources.
Ensure timely resolution of employee and manager inquiries.
Improve employee experience through streamlined processes and service delivery.
Evaluate existing HR processes and eliminate inefficiencies.
Lead process redesign initiatives utilizing Lean, Six Sigma, and automation methodologies.
Standardize workflows across business units and locations.
Identify opportunities to leverage AI and automation to improve service delivery and reduce manual effort.
Partner with HRIS and IT teams to optimize HR technology solutions.
Lead implementation and enhancement of case management systems, knowledge bases, employee portals, and self-service tools.
Develop AI-enabled solutions for: Policy interpretation, Knowledge management, Document creation, Case routing, Employee support.
Ensure compliance with federal, state, and local employment regulations.
Maintain accurate employee records and data governance standards.
Develop controls to minimize operational and compliance risk.
Support internal and external audits as required.
Establish and monitor service-level agreements (SLAs).
Develop dashboards and key performance indicators to measure effectiveness.
Analyze trends, identify root causes, and implement corrective actions.
Report service performance and operational insights to HR and executive leadership.
Partner with HR Business Partners to clearly define ownership between Shared Services and field HR teams.
Collaborate with Centers of Excellence on the implementation and administration of enterprise programs.
Support organizational growth, acquisitions, and transformation initiatives.