Director, People Services
About The Position
At SSP America, we don't just support employees, we create experiences that help our people thrive. We are seeking a strategic, operationally focused Director, People Services to lead our centralized HR service delivery function across the United States and Canada. This leader will drive excellence in employee lifecycle administration, workforce data management, case management, compliance processes, and payroll administration support while creating exceptional employee and manager experiences. This is an ideal opportunity for a leader who enjoys building high-performing teams, improving processes, leveraging technology, using data to drive decisions, and creating scalable solutions that support a growing organization.
Requirements
- Minimum of 8 years of progressive experience in Human Resources, People Operations, HR Shared Services, Employee Services, HR Operations, or a related discipline.
- Minimum of 5 years of experience leading and developing high-performing teams.
- Experience leading an HR Shared Services, Employee Services, People Operations, or HR Service Delivery function.
- Demonstrated experience supporting employee lifecycle administration and high-volume HR transactions.
- Experience managing or optimizing HR case management, ticketing, or workflow platforms such as Xurrent, Zendesk, JIRA, or similar systems.
- Strong understanding of service delivery metrics, SLAs, process improvement, and operational performance management.
- Experience partnering with Payroll, Benefits, HRIS, Talent Acquisition, Finance, and business leaders.
- Strong knowledge of HR operations, workforce data management, compliance, and employee support models.
Nice To Haves
- Experience supporting both U.S. and Canadian employee populations.
- Experience in hospitality, restaurant, travel, aviation, retail, or other multi-unit environments.
- PHR, SPHR, SHRM-CP, SHRM-SCP, or equivalent HR certification.
- Experience leading automation, workflow redesign, or HR transformation initiatives.
Responsibilities
- Lead and continuously improve the delivery of centralized HR operational services across SSP America.
- Lead a team responsible for employee lifecycle administration, HR transactions, employee records, workforce data management, and employee support services.
- Drive a best-in-class HR Shared Services model that delivers responsive, accurate, and consistent support to employees and managers across the organization.
- Establish and manage service delivery metrics, SLAs, KPIs, and customer satisfaction measures to ensure operational excellence.
- Serve as the business owner for HR case management and ticketing platforms, including Xurrent or comparable systems, while leading workflow optimization and automation initiatives.
- Partner closely with Payroll, Benefits, Candidate Experience, Operations, Finance, Technology, Legal, and HRIS teams to deliver seamless employee support and operational effectiveness.
- Ensure employee records and workforce data are accurate, secure, compliant, and audit-ready.
- Lead process improvement and transformation initiatives that improve service delivery, increase efficiency, and enhance the employee experience.
- Build a culture of accountability, continuous improvement, service excellence, and collaboration aligned with SSP America's Core Values of Ownership, Teamwork, Curiosity, and Passion.
Benefits
- Full medical, dental, vision, life insurance & PTO
- 401(k) with company match
- Career progression within our corporate environment
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
