Senior Director, People Operations

 

About HubSpot

HubSpot is a leading customer relationship management (CRM) platform for scaling companies. Our mission is to help companies grow better by delivering innovative, customer-centric technology and by fostering an exceptional employee experience. With a hybrid work philosophy (@home, @office, @flex), we empower our employees to thrive wherever they are.

 

The Opportunity

HubSpot is on a transformative journey to redefine how we deliver People Operations at scale. As Senior Director, People Operations, you will lead this evolution—architecting a world-class, AI-enabled HR service delivery model that not only enhances employee experience, operational excellence, and compliance across our global footprint but also advances our mission through customer-centric internal support. By treating employees as internal customers, you'll design systems and services that are intuitive, responsive, and deeply aligned with the needs of a dynamic, global workforce.

This is a high-impact leadership role for a systems-minded builder who thrives in ambiguity, moves quickly, and leads boldly. You will be a critical member of the People Experience leadership team and a key partner to the People Leadership Team in shaping the future of HubSpot’s employee support model. You’re someone who asks the hard questions, actively challenges the status quo, and embraces innovation as a means to elevate the employee experience and redefine what great looks like in People Ops.

 

Key Responsibilities

 

Operational Excellence & Scalable Service Delivery

• Lead the build and execution of a centralized, tiered People Ops model (Tier 0 self-service, Tier 1 support, Tier 2 escalations and strategic partnerships), powered by a strong service delivery foundation and a searchable knowledge base that drives continuous improvement and reduces friction.
• Orchestrate and ensure operational excellence around the employee life cycle eg. onboarding/offboarding, job and data changes, leaves and benefits and HR process transformations with clear controls and auditability
• Design and continuously improve standardized workflows, routing logic, service level agreements (SLAs), and escalation paths.
• Define and monitor key performance indicators (KPIs) for operational efficiency, compliance, and employee satisfaction. In addition, develop dashboards that elevate the HR service delivery story and provide insights to measure success, prioritize focus areas and drive simplicity in our processes.

 

AI & Technology Transformation

• Drive the implementation and optimization of ServiceNow as the global HR case management and knowledge platform.
• Champion the adoption of AI-driven tools (e.g., chatbots, intelligent agents, automation) to streamline operations and elevate the employee experience.
• Build and own the roadmap for a tech-enabled, self-service-first operating model that scales with HubSpot’s growth.
• Stay on the cutting edge of innovation, bringing in emerging tools and piloting new technologies that drive productivity, compliance, and employee ease.

 

People Leadership & Team Development

• Lead and develop a global team including two direct reports and their teams (~23 total), providing second-line leadership, coaching, and clarity.
• Shape team structure and talent strategy to evolve a junior-heavy team into a scalable, high-performing function.
• Cultivate a culture of curiosity, care, operational rigor, and continuous learning.

 

Strategic Partnership & Business Integration

• Translate strategy into scalable, AI & tech-enabled services; obsess over the “end user” (employees & managers) and continuously simplify our HR processes
• Operate as a trusted thought partner to the VP of People Experience, and senior leaders across the business.
• Collaborate with People Team, Finance, Legal and HRIS COEs to ensure alignment, integration, and scalability of solutions. Influence how teams across the business adopt scalable and people centered systems of work.
• Lead with a global mindset, harmonizing core processes across regions while allowing for necessary local customization.

 

Change Leadership & Culture Building

• Champion change through storytelling, education, and thoughtful stakeholder management.
• Navigate complexity with empathy and confidence to bring teams along during periods of growth and transformation.
• Embed inclusive and ethical principles into every process, ensuring we design experiences that are equitable and human-first.

 

Experience & Expertise

• 10+ years of leadership experienc