Director Employee Lifecycle Operations

Job Summary

The Director, Employee Lifecycle Operations is responsible for leading and optimizing HR Operations ensuring superior service, efficiency, effectiveness, and compliance in alignment with business objectives. This role oversees the execution of key HR Operations functions including HR Administration, Transactional Processing, Contact Center operations, and Recruiting and Onboarding administration. This role collaborates with key stakeholders across the organization to create a best-in-class HR experience. The ideal candidate will drive operational excellence, execute on continuous improvement initiatives, and enhance the employee experience.

Responsibilities:

Front Office Contact Center Support

• Lead a team responsible for HR service delivery, fostering a culture of high performance, accountability, and continuous improvement.
• Lead the day-to-day operations of the HR Operations contact center and ensure high level of customer service and responsiveness to employee inquiries
• Act as a subject matter expert in policy, legislation, and process to manage complex escalations with appropriate field level managers on reporting, data, policy and customer service issues
• Collaborate with HR business partners, finance, IT, and legal teams to ensure seamless HR operations and support for business initiatives.

Back Office HR Operations Support

• Lead the execution of ongoing administrative activities including Tuition Reimbursement, Employment and Income Verification, Unemployment Administration, and Compliance administration.
• Execute on regional transactional and reporting needs.
• Ensure compliance with Federal, State, and Local labor laws and regulations.
• Manage vendor relationships to ensure cost-effective, high-quality service delivery.

Recruiting and Onboarding Administration

• Lead a team of Recruiting Administrators and Onboarding Coordinators to support our centralized post offer to hire process.
• Lead the ongoing support of centralized position and requisition management to ensure requisitions are posted timely and in compliance with company policy.
• Flawlessly execute on the post offer hire process by creating a frictionless onboarding experience for our new team members that is effective, efficient, and compliant.
• Leverage KPI and data to measure the success of the organization.
• Identify opportunities for operational excellence in our recruiting and onboarding processes through tools, systems, reporting, and other data insights. 

Continuous Improvement

• Monitor KPI to measure organizational health and identify areas of opportunity for improvement.
• Drive process improvements and automation in HR service delivery, reducing manual efforts, and enhancing the employee experience.
• Review processes, procedures and metrics and make adjustments to increase efficiency and overall HR Operations performance.
• Reduce risk, protect the company’s reputation, and brand image by prioritizing compliance, data integrity, and audits in its practices.
• Collaborate with key HR, Finance, IT, and Legal partners across the business to drive execution and continuous improvement.
• Drive projects from discovery to implementation, including working heavily with technical resources to continually improve our systems’ abilities to support business needs.

Qualifications:

Minimum Qualifications

• Bachelor’s Degree in HR, HRIS, Business Administration
• 7+ years of HR Operations experience with a proven track record of leadership in a fast-paced, complex organization.
• Exceptional leadership and team management abilities, with a focus on collaboration and performance excellence.
• Deep knowledge of employment laws, compliance, and HR best practices.
• Strong analytical skills, with the ability to use data to drive decision-making and process optimization.
• Experience in process improvement, change management, and HR service delivery transformation.
• Expertise in multiple HR systems, preferably Workday.
• Skilled at vendor management and can hold vendors accountable for requested services
• Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organization.
• Experience in HR and/or case management technologies (e.g., portal technology, case management, human capital management, call monitoring, etc.).
• Strong problem solving and decision-making capabilities.

Preferred Qualifications 

• 10+ years of HR Operations experience.
• Prior experience implementing / transforming an HR Operations organization.
• Demonstrated expertise in organ