Overview of PositionDirector, People Experience Center (PEC) the front door to the employee and manager experience ensuring every interaction is responsive, thoughtful, and grounded in care, with a relentless focus on experience.
This role has a dual mandate:
- Operate a high-performing, scaled service organization, accountable for service delivery excellence, SLAs, operational efficiency, and people leadership
- Lead the transformation of the service delivery model, redesigning processes, operating models, and platforms while advancing automation and AI-enabled capabilities.
The Director, PEC is accountable for delivering a seamless, high-quality experience across service delivery, case management, People operations support, and system enabled workflows for colleagues across the U.S., Canada, and as we expand globally. The PEC operates as the central nervous system of the organization identifying signals before they become patterns, surfacing friction points in the employee experience, and generating insights on how People Organization products and services perform. This role leverages those insights to continuously improve both experience and operational outcomes. Beyond operational excellence, this leader shapes how employees feel when they engage with the People Organization creating experiences that are simple, personalized, and built on trust. Equally important, this role builds and develops a strong, globally distributed team, fostering a culture of ownership, service excellence, and continuous improvement, while positioning the PEC as a springboard for careers across the People Organization and beyond.
In line with our People Organization priorities, the Director leads ongoing modernization through automation, self-service, data and insights, and responsible use of AI simplifying work, improving quality, and enabling the team to focus on high-value interactions. The PEC will become Assurant's operating model for human-centered AI in HR products and services. We will automate routine work, augment human judgment with data and analysis, and humanize the work that only people can do. We welcome candidates from HR, Operations, Customer Experience, Shared Services, or similar service delivery environments, and value leaders with strong backgrounds in scaled operations and digital-AI transformation, regardless of domain specialization.
What will my duties and responsibilities be in this job? Strategy, Service Delivery & Team Leadership (40%)- Lead the People Experience Center strategy and operating model, ensuring it reflects enterprise People priorities and delivers a consistent, high-quality experience for employees and managers. Experiments and strives to become the best Operation within Assurant, beyond the People Org space.
- Oversee end-to-end service delivery and operational performance, ensuring timely, accurate, and empathetic support across all channels and escalation points.
- Build, develop, and lead a high-performing PEC team prioritizing capability building, career growth, and a strong sense of purpose, while fostering a culture rooted in accountability, collaboration, and service excellence.
- Act as a connector across the People Organization and enterprise functions, partnering with People Org COEs, People Business Partners, Payroll, IT, Finance, Legal, Compliance, and vendors to ensure a seamless, integrated employee lifecycle experience.
- Lead the transformation to an AI Enabled PEC. Across skills, Talent (new roles, multi product vs single product) and mindset to a function of Automator, Orchestrators, AI Enabled Analyst and Emphatic Personalized Advisors
- Leads and influence global teams as PEC develops within and outside of USA
Operational Excellence, Governance & Continuous Improvement (30%) - Drive simplification, standardization, and continuous improvement across People processes to reduce friction, improve quality, and create scalable, employee-centric solutions.
- Establish and manage strong service governance, including SLAs, KPIs, controls, and reporting, ensuring reliable delivery and clear visibility into performance.
- Leverage data, insights, and colleague feedback to understand experience pain points, identify root causes, and continuously enhance service delivery and process effectiveness.
- Stay connected to external trends and best practices, bringing forward new ideas that strengthen the PEC and elevate the colleague experience over time.
- Build operating discipline through evidence-based approach, root cause analysis and continuous improvement Design seamless flows with appropriate choke points and controls Institutionalize knowledge lowering risk and dependence from individuals expertise build strong, efficient and accessible knowledge for employes and our own teams
- Manage relevant vendors and processes with excellence and ensures the proper processes and service levels are designed and met. Makes sure no forgotten hands-off impact negatively in Assurant- P&L or employee experience
Technology, Automation & Digital Experience (30%) - Lead the People Experience Center technology roadmap in partnership with People Technology Transformation and IT, continuously improving tools such as case management, knowledge management, workflows, self service, and contact center platforms.
- Champion the thoughtful use of automation and AI-enabled capabilities to simplify processes, improve speed and accuracy, increase case & calls deflection, and create more intuitive, accessible support experiences for employees and managers.
- Balance efficiency with humanity ensuring digital solutions enhance, rather than replace, meaningful human interaction where it matters most.
Number of Director Reports2 Managers, PEC
Number of Indirect Reports 20 in total including Supervisors, Case Specialists, and PEC Associates
What are the requirements needed for this position?- Bachelor's degree in Business Administration, Human Resources, Operations, or related field, or equivalent experience.
- Minimum of 10 years of progressive experience leading scaled service center operations.
- Demonstrated experience redesigning and optimizing service delivery models, including processes, operating models, and supporting platforms.
- Proven track record of hands-on deployment of automation and/or AI solutions in operations, driving efficiency, scalability, and improved user experience.
- Strong expertise in operations management, process improvement, data quality, and service delivery excellence; HR domain knowledge is a plus but not required.
- Experience working across global / multi-country operations, including leading teams distributed across different locations and time zones.
- Proven ability to lead and develop high-performing teams, fostering a culture of accountability, continuous improvement, and innovation.
- Strong analytical and problem-solving skills, with the ability to leverage data to identify trends, drive insights, and inform decisions. Experience with enterprise platforms (e.g., HCM/HRIS, case management, or similar systems) and a solid understanding of system-driven operations.
- High attention to detail, with strong capabilities in data validation, reporting, and process accuracy; advanced proficiency in Excel and reporting tools.
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively across all organizational levels and with external partners.
- Demonstrated ability to influence without authority and drive cross functional alignment in complex environments.
- Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced, dynamic environment.
- Self-starter with the ability to work independently with minimal supervision.
What other skills/experience would be helpful to have?#AssurantProudMS
ENT3286 - Dir, People Experience Center
Job Grade
13
Pay Range:
$103,800.00 - $173,300.00
Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.
If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.
