The
Director of HR Shared Services leads how associates get help from HR-making it easier, quicker, and more consistent across JM Family. This leader designs how work gets done which significantly impacts the overall associate experience. The role focuses on simplifying processes, expanding self-service and automation, and making sure associates and leaders feel supported and heard. Partnering closely with the entire HR organization, Legal, and business leaders, this role balances strong operations with good judgment, empathy, and trust.
This position operates in a hybrid work model based in Deerfield Beach, FL (3 days per week onsite).
Responsibilities:- Set the vision for how HR Shared Services works today and how it should work tomorrow.
- Lead teams that handle sensitive associate relations issues with care, fairness, and good judgment.
- Make it easier for associates and leaders to find answers and resolution through clear content and better self-service tools.
- Work closely with HR Technology to improve digital tools, automation, and AI-enabled support.
- Use data, trends, and associate feedback to improve service, processes, and experience.
- Reduce repeat questions and rework by fixing root causes-not just handling cases faster.
- Set clear service expectations and hold the team accountable for quality, consistency, and follow-through.
- Build, develop, and inspire a team that delivers results while living JM Family's leadership model.
Qualifications:- 10+ years of progressive leadership experience, including building or running HR Shared Services, HR Operations, or large support teams (Customer Service, Operations or Technology).
- Experience modernizing HR support through better processes, clearer ownership, self-service, automation, and digital tools.
- Strong enterprise thinker who understands how HR services connect across the business and knows how to work across teams to get things done.
- Proven ability to move from big ideas to real results by setting direction, simplifying work, and driving consistent execution.
- Natural people leader who builds solid teams and develops capability.
- This leader is known for building trust. They do this by being present, showing support, and influencing others across teams, including associates and business leaders.
- Comfortable using data, trends, and business insight to make decisions, spot issues early, and improve how work gets done.
- Demonstrates sound judgment, accountability and extreme ownership. The leader must be confident making decisions in gray areas and owning outcomes.
- Adaptable and resilient leader who stays steady during change and helps others navigate ambiguity.
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
