Director, People & Culture Operations

About The Role

We are searching for a strategic, operationally adept Director to oversee the People & Culture Operations and Associate Relations teams, ensuring effective, scalable, and associate-focused services are provided throughout the company. This role leads in service delivery, case management, process optimization, technology implementation, analytics, and continuous improvements. It collaborates closely with various departments including Centers of Excellence, Talent Acquisition, P&C Business Partners, Learning, and business leadership to enhance employee experience while achieving operational excellence and business goals.

Key Responsibilities

• Manage the People Resource Center and Associate Relations teams to deliver high-quality support for associates and managers.
• Set and track service delivery metrics and quality standards to measure operational efficiency.
• Advocate a customer-focused service model that balances efficiency with superior associate experience.
• Ensure standardized execution of processes and operational standards across teams.
• Identify workflow and process improvements to increase efficiency and remove redundancies.
• Lead change initiatives related to operational transformation and service enhancements.
• Develop scalable solutions to accommodate company growth and evolving workforce requirements.
• Act as a strategic partner during transformation and operational model projects.
• Promote the use of technology, automation, and AI to enhance service delivery and efficiency.
• Collaborate with stakeholders to optimize systems, workflows, reporting tools, and associate interfaces.
• Assess and implement new technology solutions to improve operations and the associate experience.
• Encourage use of operational dashboards and analytics for informed decision-making and continuous improvement.
• Monitor trends, flag risks, and provide actionable insights to senior leadership.
• Utilize data to refine decision-making, resource distribution, and service quality.
• Build and mentor a high-performing team emphasizing accountability, continuous improvement, and innovation.
• Offer career growth and cross-functional learning opportunities for team members.
• Forge strong partnerships across departments to maximize effectiveness and speed of operations.
• Support organizational changes through expert insights and influence.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or related discipline.
• Minimum 8 years of advancing experience in People & Culture operations, shared services, or associate services leadership.
• At least 5 years experience managing teams and leaders.
• Proven success in managing service delivery and operational metrics.
• Track record in leading process improvements, transformation, and operational excellence initiatives.
• Strong analytical, problem-solving, and project management capabilities.
• Experience utilizing technology, automation, and AI to enhance business results.
• Excellent communication skills with the ability to influence and embrace new ideas.
• Preferred: Experience leading P&C shared services, resource centers, associate relations, or contact center environments.
• Preferred: Familiarity with P&C systems, case management platforms, and service management tools.
• Preferred: Background supporting large-scale organizational changes and transformation projects.

Why Join Us

Our purpose is to provide help and inspire confidence for clients and communities. With over 70 years in the tax industry, we continuously evolve by combining human expertise with digital innovation. Joining the team means becoming part of a high-performing, connected culture based on strong relationships and a commitment to meaningful impact. We invest in your well-being with competitive pay, comprehensive benefits, and support for your life both at work and beyond.