Director, Human Resources Operations & Service Center

Core Responsibilities

• HR Service Center Leadership & Employee Experience
• Lead, coach, and develop the HR Service Center team, building a culture of accountability, accuracy, and responsiveness across all FullBloom divisions
• Own the tiered HR Ops service model of case management and ticketing operations, establishing SLAs, quality standards, and escalation pathways for
• Build and maintain self-service tools, knowledge base articles, and FAQs that reduce ticket volume and improve the employee experience
• Monitor and report on service center performance metrics (e.g., resolution time, ticket volume, first-contact resolution, employee satisfaction)
• HRIS Partnership & UKG Systems Strategy
• Collaborate extensively with the HRIS team to ensure UKG is properly configured, maintained, and functioning smoothly in support of HR and divisional operations, ensuring the platform reflects operational realities
• Partner with HRIS on vendor-related escalations, roadmap planning, and evaluation of new modules
• Maintain deep, current expertise across core UKG modules (Core HR, Payroll interface, Time & Attendance, Reporting) to effectively partner with HRIS and troubleshoot issues; UKG certification(s) strongly valued and actively encouraged across the team
• HR Data Integrity, Lifecycle Transactions & Reporting
• Oversee accurate, timely processing of employee lifecycle transactions — new hires, transfers, promotions, compensation changes, leaves, and terminations — across every division
• Establish HR data governance standards, audit protocols, and data quality controls across the employee record
• Build and maintain dashboards and reporting that give HR and divisional leaders real-time visibility into workforce data
• Ensure clean, accurate data flow between UKG and downstream systems (payroll, benefits, time & attendance, ATS)
• Process Improvement, Compliance & Documentation
• Design, document, and continuously refine standard operating procedures across HR operations, ensuring consistency across divisions while accommodating division-specific needs
• Work closely with legal and compliance partners to ensure HR systems and processes support wage-and-hour, I-9, leave administration, and recordkeeping requirements
• Identify and lead automation opportunities within UKG to reduce manual work and improve accuracy
• Own change management and testing protocols for all system and process changes
• Cross-Functional Partnership & Strategic Support
• Shape end-to-end alignment across the employee lifecycle in collaboration with HRIS, Payroll and Benefits, Talent, HR Business Partners, and HR Divisional leaders across FullBloom
• Inform and help shape the HR team's technology and AI-enablement roadmap in partnership with HR Divisional leaders
• Assist HRIS with projects and system rollouts across the organization
• Serve as an escalation point for complex HR operations and systems issues, bringing sound judgment and a solutions-first mindset
• Define and evolve the strategic roadmap for HR service delivery across FullBloom, ensuring the operating model scales with organizational growth
• Benchmark against industry best practices and emerging HR service delivery trends to continuously raise the maturity of HR operations
• What You'll Bring
• Required
• Bachelor's degree in Human Resources, Business, or a related field, or equivalent professional experience
• 10+ years of progressive HR operations and/or HRIS experience, including at least 5+ years in a leadership capacity
• Deep, hands-on knowledge of UKG — configuration, reporting, workflow design, and integrations — sufficient to partner effectively with the HRIS team
• Proven experience leading an HR service center, shared services, or HR operations team
• Strong analytical and project management skills, with the ability to translate complex systems data into clear, actionable insight for leadership
• A service-first mindset paired with sound judgment on when to escalate versus resolve independently
• Preferred
• UKG certification(s) (e.g., product-specific certifications earned through UKG Learning)
• Experience operating across a multi-division or multi-entity organization
• Experience partnering closely with an HRIS or IT systems team on upgrades, rollouts, or platform enhancements
• Familiarity with process improvement methodologies (e.g., Lean, Six Sigma) applied to HR operations