Director, People Operations (Service Delivery)

POS-32310

Role Summary

Our mission at HubSpot is to help millions of organizations grow better. The People Operations Service Delivery function plays a critical role in delivering a seamless, scalable, and high-quality employee experience that enables that growth.

As Director, People Operations Service Delivery, you will lead the end-to-end global delivery of People Operations services across Tier 1, Tier 2, and Tier 3 support. You will own the service delivery model, ensuring every employee interaction is consistent, efficient, and high quality. This role combines strategic leadership with operational execution—leveraging data, systems, and process design to simplify complexity and drive measurable outcomes.

Your impact will be reflected in strong employee satisfaction (CSAT), reliable service performance (SLAs), and scalable operations that continuously improve as HubSpot grows.

You will partner closely with Enablement, HRIS, IT, Analytics, and People Ops leadership to ensure the service delivery engine operates with clarity, accountability, and precision.

 

What You’ll Do

 

Service Delivery Leadership

• Lead the global People Operations Service Delivery function across Tier 1, Tier 2, and Tier 3 support, ensuring consistent, high-quality employee experiences
• Own and evolve the end-to-end service delivery model, including intake channels, case management, escalation paths, and resolution frameworks
• Enhance inbound support models and self-service experiences to create intuitive, scalable employee interactions

 

Operational Excellence & Strategy

• Define and drive performance against SLAs, CSAT, and operational KPIs, using data to continuously improve service quality and efficiency
• Lead complex, cross-functional initiatives such as service migrations, operating model changes, and platform or process enhancements
• Drive operational excellence through service migration planning, SLA management, quality controls, compliance readiness, and end-to-end process optimization
• Establish clear governance and escalation frameworks to resolve complex or high-risk employee issues effectively

 

Process, Systems & Automation

• Drive continuous process optimization across People Operations services, reducing friction, improving speed, and increasing scalability
• Partner with HRIS, IT, Engineering, and external vendors to improve systems, automate workflows, and enhance case management and reporting capabilities
• Optimize service delivery platforms (e.g., ServiceNow) for HR use cases, including case management, knowledge integration, SLA tracking, and automation
• Design and maintain scalable resources such as SOPs, documentation, and internal knowledge bases

 

Team Leadership & Enablement

• Build, lead, and coach a high-performing, globally distributed team focused on empathetic, efficient, and outcome-driven support
• Partner with Enablement to ensure teams have the knowledge, tools, and workflows needed to succeed
• Foster a culture of accountability, continuous improvement, and customer-centric service delivery

 

Insights & Continuous Improvement

• Identify recurring issues and translate them into scalable solutions through process, tooling, or experience design improvements
• Leverage data and analytics to identify trends and inform decisions related to service performance, workforce planning, and employee experience
• Lead service quality programs, including audits, feedback loops, and compliance readiness, to ensure consistent and reliable delivery

 

Required Qualifications

• 10+ years of experience in People Operations, HR Shared Services, or Service Delivery roles, with 5+ years in leadership positions
• Proven experience leading global service delivery or shared services organizations across multiple tiers of support and Centers of Excellence (COEs)
• Strong expertise in service delivery operations, including SLAs, CSAT, case management, intake workflows, and escalation frameworks
• Demonstrated ability to drive operational excellence through KPIs, process optimization, and continuous improvement methodologies
• Experience optimizing HR service delivery platforms (e.g., ServiceNow), including automation, knowledge management, and reporting
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