The Director, Employee Service Center will build and lead the next generation of RaceTrac's People Services organization. This role is responsible for designing and scaling a modern, technology-enabled employee service model that delivers an exceptional experience for team members and leaders across a large, frontline workforce. The ideal leader combines operational excellence with transformation expertise, bringing a vision for how self-service, case management, automation, and data can simplify processes and improve service delivery.
Key Responsibilities- Build and lead RaceTrac's Employee Service Center strategy, operating model, and roadmap.
- Transform service delivery through case management, self-service capabilities, knowledge management, automation, and AI-enabled solutions.
- Create a scalable support model that delivers efficient, consistent, and customer-focused experiences for team members and leaders.
- Lead optimization efforts to improve workflows, reporting, and service outcomes.
- Establish service standards, SLAs, governance, and performance metrics.
- Use data and analytics to identify trends, improve processes, and enhance the employee experience.
- Partner with HR, Operations, Technology, Payroll, and business leaders to simplify and modernize people processes.
- Lead and develop a high-performing team of approximately six direct reports.
- Drive continuous improvement initiatives while ensuring reliable day-to-day operations and compliance.
- Communicate service performance, business outcomes, and transformation progress to senior leaders and executives.
Success Measures (First 6-12 Months)- Establish a clear Employee Service Center vision, service model, and roadmap.
- Improve employee and leader experience through enhanced service delivery and case management practices.
- Increase adoption of self-service capabilities and reduce manual work through process simplification and automation.
- Implement meaningful service metrics and reporting that provide visibility into SLAs, service quality, and team performance.
- Build strong partnerships across HR, Operations, Technology, and Payroll.
- Develop and align the Employee Service Center team around a culture of service, accountability, and continuous improvement.
Responsibilities:
Employee Service Center Strategy & Model- Define the vision, strategy, structure, capabilities, service model, governance, and roadmap for a modern Employee Service Center.
- Build a scalable operating model that supports organizational growth and changing workforce needs.
- Establish clear service ownership, escalation paths, performance expectations, and cross-functional decision rights.
Service Experience & Operations- Create an accessible, consistent, and responsive service experience for team members and leaders.
- Establish service standards and oversee effective case management, knowledge management, escalation, and resolution practices.
- Ensure current operations deliver reliable, accurate, compliant, and high-quality support.
- Use customer feedback and service insights to improve employee and manager experiences.
Process Simplification, Automation & Self-Service- Challenge legacy processes and identify opportunities to simplify, standardize, automate, and expand self-service.
- Partner with HR Technology, product, and systems teams to improve workflows and service delivery.
- Evaluate artificial intelligence, automation, digital experiences, and emerging practices for practical value, risk, and scalability.
- Translate improvement ideas into measurable operational and experience outcomes.
Payroll Operations & Controls- Provide leadership oversight for payroll operations, controls, compliance practices, and employee support interfaces within the service delivery model.
- Partner with payroll, HR technology, Finance, and other stakeholders to address process gaps, service issues, and control risks.
- Promote accurate, timely, and well-controlled payroll-related employee support.
Data, Analytics & Continuous Improvement- Establish meaningful service metrics and dashboards covering quality, speed, adoption, capacity, employee experience, and operational performance.
- Use data and insights to prioritize improvements, manage capacity, identify recurring issues, and measure value.
- Create operating rhythms for service reviews, root-cause analysis, corrective action, and continuous improvement.
Partnership & Transformation Leadership- Partner with People leaders, Centers of Excellence, People Business Partners, Technology, Operations, and other functions to create seamless experiences.
- Lead operational transformation and process improvement initiatives with clear governance, communication, change enablement, and adoption measures.
- Bring an external perspective on the evolving People Services profession and translate relevant practices into RaceTrac solutions.
Team Leadership & Capability Building- Build, lead, and grow a high-performing People Services team.
- Create a culture of customer service, ownership, curiosity, disciplined execution, and continuous improvement.
- Set clear priorities and performance expectations and coach leaders and team members to deliver results.
- Build capability and succession across service delivery, case management, knowledge management, process improvement, analytics, payroll support, and technology-enabled operations.
Qualifications:
Required Skills & Experience- 8+ years of experience leading HR operations, HR shared services, employee service centers, or related functions.
- Experience building, scaling, or transforming a service-oriented HR operation.
- Strong knowledge of case management, service delivery models, and employee support operations.
- Experience with ServiceNow, Workday, or comparable HR technology platforms.
- Demonstrated success driving operational transformation, process improvement, and change management.
- Experience supporting large frontline and/or deskless employee populations.
- Strong analytical, problem-solving, and executive communication skills.
- Proven leadership experience managing and developing teams.
Preferred Skills- Retail, restaurant, hospitality, distribution, transportation, or other large frontline workforce experience.
- Experience implementing self-service, automation, AI, or digital employee experience solutions.
- Knowledge of payroll operations and related compliance practices.
- Experience designing service metrics, dashboards, and operational reporting.
- Exposure to shared services start-ups or significant organizational redesign efforts.
Who You'll Work WithThis role partners closely with HRBPs, Centers of Excellence, Payroll, Technology, Operations, and executive leaders to create a seamless team member experience. You will lead a team that plays a critical role in reimagining how RaceTrac supports a large, distributed workforce. Success requires a servant leadership mindset, strong collaboration skills, and a passion for simplifying work and improving the employee experience at scale.
