Director of People Operations & Contact Services

Volvo Group • Greensboro, NC

6d • Onsite

About The Position

We are seeking an experienced, people‑centric operations leader to serve as the Director of People Operations & Contact Services, located within our North American headquarters in Greensboro, NC. This position is responsible for delivering high‑quality, scalable, and compliant HR services that power outstanding employee experience. By leveraging a modern service delivery model, you will lead teams across People Operations, People Pay Services, and the People Contact Center, ensuring excellence in quality, responsiveness, digital enablement, and operational efficiency. As a key driver of the People Experience strategy, you will translate operational excellence into a consistent, positive employee experience contributing to engagement, trust, and organizational performance.

Requirements

• 10+ years of progressive HR leadership experience.
• BS/BA Degree in Human Resources and/or related field (Master’s Degree preferred or equivalent experience.)
• Proven experience leading HR shared services or People Support Center teams at scale.
• Strong communication, leadership, and change management skills.
• Experience driving large change and transformation.
• Proven ability managing and influencing multiple teams in a highly matrixed organization.
• Solid understanding of HR processes across the full employee life cycle.
• Intellectual agility and ability to navigate between strategic and operational challenges.
• Openness and innovative mindset.
• High sense of confidentiality, ethics and professional rigor.
• Expertise in U.S. employment practices and compliance requirements.
• People-first mindset.
• Skilled in leading and developing teams.
• Strategic thinker with hands‑on execution capability.
• Strong influence and relationship‑building skills.
• Change‑oriented and comfortable with ambiguity.
• Curious, innovative, and improvement‑focused.
• Motivated by building new capabilities and driving impact.
• Strong analytical, problem-solving, and written/presentation skills.

Responsibilities

• Lead and modernize People Operations with focus on quality, speed (lead time), compliance, scalability, employee engagement, continuous improvement and people experience.
• Position the Contact Service as a trusted, accessible, ensuring every interaction is handled with professionalism, care, and consistency.
• Implement the Volvo Group People strategy and guidelines locally.
• Oversee the People Contact & Payroll Center.
• Lead, mentor, and develop a high‑performing team.
• Responsible for regular collection of feedback loops inclusive of analytics and experience measures to continuously improve employee experience.
• Ownership of strategy, goals, roadmap and budget for People Operations & Contact Services team.
• Planning and forecasting resource needs tied to the business requirements inclusive of recruiting, hiring, and training of new team members.
• Own, develop and evolve and harmonize end-to-end process improvements across the People Operations & Contact Services landscape to effectively support the Business.
• Participate and drive end-to-end process initiatives through the process to ensure P&C Support Center is prepared to deliver exceptional people experiences.
• Act as a change leader, drive and support stakeholder engagement, training, and communication
• Identifying opportunities to simplify, harmonize, digitalize, and enhance HR processes to improve both efficiency and employee experience.
• Ensure compliance with all U.S. federal and state labor laws.
• Secure & safeguard HR data quality and governance, ensuring accuracy, compliance, and reliable reporting to support decision-making.
• Serve as a key member of the People & Culture U.S. leadership team.
• Partner with TA, Total Rewards, Labor Relations, People Experience and Solutions, D&IT and key stakeholders.
• Align U.S. practices with global frameworks while tailoring locally.
• Partner with P&C Business Partners on system structure and capability building.
• Serve as a change leader for U.S. HR transformation initiatives.

Benefits

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.

What This Job Offers

• Job Type: Full-time
• Career Level: Director