Director People Experience Center

Assurant•Atlanta, GA

2d•$103,800 - $173,300

About The Position

The Director, People Experience Center (PEC) serves as the primary point of contact for the employee and manager experience, ensuring all interactions are responsive, thoughtful, and grounded in care, with a strong emphasis on the overall experience. This role has a dual focus: to operate a high-performing, scaled service organization accountable for service delivery excellence, SLAs, operational efficiency, and people leadership, and to lead the transformation of the service delivery model by redesigning processes, operating models, and platforms, while advancing automation and AI-enabled capabilities. The Director, PEC is responsible for delivering a seamless, high-quality experience across service delivery, case management, People operations support, and system-enabled workflows for colleagues in the U.S., Canada, and globally as the organization expands. The PEC functions as the central nervous system of the organization, identifying potential issues before they escalate, highlighting friction points in the employee experience, and generating insights into the performance of People Organization products and services. This role utilizes these insights to continuously improve both the experience and operational outcomes. Beyond operational excellence, this leader shapes the emotional response employees have when engaging with the People Organization, creating experiences that are simple, personalized, and built on trust. Equally important, this role focuses on building and developing a strong, globally distributed team, fostering a culture of ownership, service excellence, and continuous improvement, while positioning the PEC as a launchpad for careers within the People Organization and beyond. In alignment with People Organization priorities, the Director leads ongoing modernization efforts through automation, self-service, data and insights, and the responsible use of AI to simplify work, enhance quality, and enable the team to concentrate on high-value interactions. The PEC aims to become Assurant's operating model for human-centered AI in HR products and services, automating routine tasks, augmenting human judgment with data and analysis, and humanizing tasks that require a personal touch. Candidates from HR, Operations, Customer Experience, Shared Services, or similar service delivery environments are welcome, and leaders with strong backgrounds in scaled operations and digital-AI transformation are valued, regardless of specific domain expertise.

Requirements

Bachelor's degree in Business Administration, Human Resources, Operations, or related field, or equivalent experience.
Minimum of 10 years of progressive experience leading scaled service center operations.
Demonstrated experience redesigning and optimizing service delivery models, including processes, operating models, and supporting platforms.
Proven track record of hands-on deployment of automation and/or AI solutions in operations, driving efficiency, scalability, and improved user experience.
Strong expertise in operations management, process improvement, data quality, and service delivery excellence; HR domain knowledge is a plus but not required.
Experience working across global / multi-country operations, including leading teams distributed across different locations and time zones.
Proven ability to lead and develop high-performing teams, fostering a culture of accountability, continuous improvement, and innovation.
Strong analytical and problem-solving skills, with the ability to leverage data to identify trends, drive insights, and inform decisions.
Experience with enterprise platforms (e.g., HCM/HRIS, case management, or similar systems) and a solid understanding of system-driven operations.
High attention to detail, with strong capabilities in data validation, reporting, and process accuracy; advanced proficiency in Excel and reporting tools.
Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively across all organizational levels and with external partners.
Demonstrated ability to influence without authority and drive cross functional alignment in complex environments.
Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced, dynamic environment.
Self-starter with the ability to work independently with minimal supervision.

Nice To Haves

Experience with Workday

Responsibilities

Lead the People Experience Center strategy and operating model, ensuring it reflects enterprise People priorities and delivers a consistent, high-quality experience for employees and managers.
Experiments and strives to become the best Operation within Assurant, beyond the People Org space.
Oversee end-to-end service delivery and operational performance, ensuring timely, accurate, and empathetic support across all channels and escalation points.
Build, develop, and lead a high-performing PEC team prioritizing capability building, career growth, and a strong sense of purpose, while fostering a culture rooted in accountability, collaboration, and service excellence.
Act as a connector across the People Organization and enterprise functions, partnering with People Org COEs, People Business Partners, Payroll, IT, Finance, Legal, Compliance, and vendors to ensure a seamless, integrated employee lifecycle experience.
Lead the transformation to an AI Enabled PEC. Across skills, Talent (new roles, multi product vs single product) and mindset to a function of Automator, Orchestrators, AI Enabled Analyst and Emphatic Personalized Advisors
Leads and influence global teams as PEC develops within and outside of USA
Drive simplification, standardization, and continuous improvement across People processes to reduce friction, improve quality, and create scalable, employee-centric solutions.
Establish and manage strong service governance, including SLAs, KPIs, controls, and reporting, ensuring reliable delivery and clear visibility into performance.
Leverage data, insights, and colleague feedback to understand experience pain points, identify root causes, and continuously enhance service delivery and process effectiveness.
Stay connected to external trends and best practices, bringing forward new ideas that strengthen the PEC and elevate the colleague experience over time.
Build operating discipline through evidence-based approach, root cause analysis and continuous improvement
Design seamless flows with appropriate choke points and controls
Institutionalize knowledge lowering risk and dependence from individuals expertise build strong, efficient and accessible knowledge for employes and our own teams
Manage relevant vendors and processes with excellence and ensures the proper processes and service levels are designed and met.
Makes sure no forgotten hands-off impact negatively in Assurant- P&L or employee experience
Lead the People Experience Center technology roadmap in partnership with People Technology Transformation and IT, continuously improving tools such as case management, knowledge management, workflows, self service, and contact center platforms.
Champion the thoughtful use of automation and AI-enabled capabilities to simplify processes, improve speed and accuracy, increase case & calls deflection, and create more intuitive, accessible support experiences for employees and managers.
Balance efficiency with humanity ensuring digital solutions enhance, rather than replace, meaningful human interaction where it matters most.