Director, Human Resources Operations & Service Center

FullBloom•Philadelphia, PA

22d

About The Position

The Director, HR Operations & Service Center leads the operational backbone that supports HR and divisional leaders across FullBloom. This role owns 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. It 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.

Requirements

Bachelor's degree in Human Resources, Business, or a related field, or equivalent professional experience.
10+ years of progressive HR operations and/or HRIS experience, including at least 5+ years in a leadership capacity.
Deep, hands-on knowledge of UKG — configuration, reporting, workflow design, and integrations — sufficient to partner effectively with the HRIS team.
Proven experience leading an HR service center, shared services, or HR operations team.
Strong analytical and project management skills, with the ability to translate complex systems data into clear, actionable insight for leadership.
A service-first mindset paired with sound judgment on when to escalate versus resolve independently.

Nice To Haves

UKG certification(s) (e.g., product-specific certifications earned through UKG Learning).
Experience operating across a multi-division or multi-entity organization.
Experience partnering closely with an HRIS or IT systems team on upgrades, rollouts, or platform enhancements.
Familiarity with process improvement methodologies (e.g., Lean, Six Sigma) applied to HR operations.

Responsibilities

Lead, coach, and develop the HR Service Center team, building a culture of accountability, accuracy, and responsiveness across all FullBloom divisions.
Own the tiered HR Ops service model of case management and ticketing operations, establishing SLAs, quality standards, and escalation pathways.
Build and maintain self-service tools, knowledge base articles, and FAQs that reduce ticket volume and improve the employee experience.
Monitor and report on service center performance metrics (e.g., resolution time, ticket volume, first-contact resolution, employee satisfaction).
Collaborate 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 realities.
Partner with HRIS on vendor-related escalations, roadmap planning, and evaluation of new modules.
Maintain deep, current expertise across core UKG modules (Core HR, Payroll interface, Time & Attendance, Reporting) to effectively partner with HRIS and troubleshoot issues.
Oversee accurate, timely processing of employee lifecycle transactions — new hires, transfers, promotions, compensation changes, leaves, and terminations — across every division.
Establish HR data governance standards, audit protocols, and data quality controls across the employee record.
Build and maintain dashboards and reporting that give HR and divisional leaders real-time visibility into workforce data.
Ensure clean, accurate data flow between UKG and downstream systems (payroll, benefits, time & attendance, ATS).
Design, document, and continuously refine standard operating procedures across HR operations, ensuring consistency across divisions while accommodating division-specific needs.
Work closely with legal and compliance partners to ensure HR systems and processes support wage-and-hour, I-9, leave administration, and recordkeeping requirements.
Identify and lead automation opportunities within UKG to reduce manual work and improve accuracy.
Own change management and testing protocols for all system and process changes.
Shape end-to-end alignment across the employee lifecycle in collaboration with HRIS, Payroll and Benefits, Talent, HR Business Partners, and HR Divisional leaders across FullBloom.
Inform and help shape the HR team's technology and AI-enablement roadmap in partnership with HR Divisional leaders.
Assist HRIS with projects and system rollouts across the organization.
Serve as an escalation point for complex HR operations and systems issues, bringing sound judgment and a solutions-first mindset.
Define and evolve the strategic roadmap for HR service delivery across FullBloom, ensuring the operating model scales with organizational growth.
Benchmark against industry best practices and emerging HR service delivery trends to continuously raise the maturity of HR operations.