About the RoleWe are seeking a strategic and operationally focused Director to lead the People & Culture Operations and Associate Relations team in the delivery of scalable, efficient, and associate-centered P&C services across the organization.
Leads P&C service delivery, case management operations, process optimization, technology enablement, analytics, and continuous improvement initiatives. The role partners closely with Centers of Excellence, Talent Acquisition, P&C Business Partners, Learning, and business leadership to enhance the associate experience while driving operational excellence and business outcomes.
The ideal candidate combines strong operational leadership with a passion for innovation, service excellence, data-driven decision-making, culture and talent development.
Key ResponsibilitiesPeople & Culture Service Delivery & Operations- Lead the People Resource Center and Associate Relations teams responsible for delivering high-quality associate and manager support.
- Establish and monitor service delivery metrics, quality standards, and operational effectiveness.
- Drive a consultative, associate-focused service model that balances efficiency with exceptional customer experience.
- Ensure consistent execution of processes and operational standards
Process Improvement & Transformation- Identify and empower the team to identify opportunities to streamline workflows, improve processes, and eliminate inefficiencies.
- Lead operational transformation initiatives, including service model enhancements and process improvements.
- Develop scalable solutions to support business growth and changing workforce needs.
- Serve as a key partner during transformation and operating model initiatives.
Technology, Automation & AI- Drive adoption of technology, automation, and AI-enabled solutions to improve efficiency and service quality.
- Partner effectively with multiple stakeholders to optimize systems, workflows, reporting, and associate-facing tools.
- Evaluate emerging technologies and implement practical solutions that improve operations and associate experience.
Analytics & Business Insights- Foster the development and use of operational dashboards, metrics, and service analytics to help inform decision making, process improvements and progress against objectives.
- Monitor trends, identify risks, and provide actionable recommendations to leadership.
- Use data to improve decision-making, resource allocation, service quality, and associate experience.
Leadership & Talent Development- Build and develop a high-performing team through coaching, mentoring, empowerment and career development.
- Foster a culture of accountability, continuous improvement, collaboration, and innovation.
- Create opportunities for team members to expand skills and gain cross-functional exposure.
Cross-Functional Partnership- Partner with multiple stakeholder groups throughout the organization to build strong, trusting relationships to optimize speed and effectiveness.
- Support and provide insights regarding organizational changes
- Influence leaders across the organization through strong relationships and operational expertise.
Required Qualifications- Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or related field
- 8+ years of progressive P&C operations, shared services, associate services, or related leadership experience
- 5+ years leading teams and people leaders
- Experience managing service delivery organizations and operational performance metrics
- Demonstrated success leading process improvement, operational excellence, or transformation initiatives
- Strong analytical, problem-solving, and project management skills
- Experience leveraging technology, automation, and/or AI to improve business outcomes
- Strong communications skills, ability to influence, openness to new ideas and willingness to constructively challenge
Preferred Qualifications- Experience leading P&C shared services, People Resource Center, Associate Relations operations, or P&C contact center environments
- Experience with P&C systems, case management platforms, and service management tools
- Experience supporting large-scale organizational change and transformation initiatives
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