Director, Global People Services

Presidio, Inc.; New York (NY); In loco; USD 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

Presidio is seeking a Director, Global People Services to helm a scalable, global HR service delivery organization spanning employee support, lifecycle administration, and benefits and leave administration.

The role focuses on leveraging AI to build Tier 0 self-service and Tier 1 support, with escalation to Tier 2 via AI-assisted triage, while preserving local expertise and continuity across regions.

Competenze

• Bachelor's degree in Human Resources, Business Administration, or related field.
• 10+ years of equivalent relevant experience.
• Progressive experience leading HR operations, employee services, shared services, or an HR service center in a complex, multi-country organization.
• Strong knowledge of employee lifecycle processes, case management, knowledge management, HR systems, data controls, and service metrics.
• Experience managing vendors, cross-functional initiatives, process documentation, and operational controls.
• Strong analytical, communication, stakeholder management, and change leadership skills.

Mansioni

• Lead global employee service delivery across HR Services, Employee Lifecycle, and Benefits/Leave teams.
• Design and build AI-enabled Tier 0 self-service and Tier 1 triage with escalation to Tier 2.
• Oversee timely and accurate employee data changes, onboarding, offboarding, transfers, promotions, and I-9 compliance.
• Coordinate benefits and leave administration in partnership with Total Rewards, vendors, and local specialists.
• Drive the FY27 service transition with clear ownership, controls, and uninterrupted service.
• Strengthen procedures, privacy controls, and audit-ready documentation across regions.
• Improve service performance through data-driven analysis and expanded self-service content.
• Collaborate with Payroll, HR Tech, People Analytics, and regional HR teams to optimize workflows.
• Lead change management and stakeholder engagement to drive adoption and outcomes.

Conoscenze

HR Operations

Employee Services

Shared Services

HR Systems

Data & Privacy

Change Leadership

Formazione

Bachelor's degree in HR/Business

Descrizione del lavoro

Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role

The Director, Global People Services leads a scalable, consistent global service delivery organization spanning employee support, employee lifecycle administration, and benefits and leave administration. This leader will use AI to build Tier 0 self-service and Tier 1 employee support, enable seamless escalation from Tier 1 to Tier 2 through AI-assisted triage, case summarization, and routing to specialists, establish service standards and controls, and transition repeatable transactional work from regional HR teams in phases while preserving required local expertise and service continuity.

Responsibilities include:

• Lead global employee service delivery: Direct the HR Services, Employee Lifecycle, and Benefits/Leave teams; clarify accountabilities; build team capability; and develop an effective regional delivery network.
• Build the employee support model: Design and build AI-enabled Tier 0 self-service, including knowledge content, conversational support, and guided answers, with content accuracy, privacy safeguards, and seamless escalation to Tier 1. Own Tier 1 case intake and triage, inquiry follow-up, escalation pathways, service levels, case reporting, access support, and client RFP support. Use AI to assist Tier 1 case classification, routing, knowledge retrieval, and response drafting, and Tier 2 case summarization, research, and complex issue resolution, with human review, privacy safeguards, and specialist accountability.
• Oversee employee lifecycle administration: Ensure timely and accurate employee data changes, onboarding, offboarding, transfers, promotions, job changes, I-9 compliance, and employee records management.
• Coordinate benefits and leave administration: Oversee program administration and employee support in partnership with Total Rewards, vendors, HR business partners, and local specialists.
• Drive the FY27 service transition: Map regional transactions and roles, document processes, assess readiness, and sequence work and resource transfers with clear ownership, controls, and uninterrupted service.
• Strengthen quality, controls, and compliance: Establish operating procedures, data and privacy controls, audit-ready documentation, escalation protocols, and consistent execution across regions.
• Improve service performance: Use case, transaction, and employee feedback data to identify root causes, simplify processes, expand self-service, and improve resolution time and employee experience.
• Partner across HR: Work closely with Payroll, HR Technology and People Analytics, Total Rewards, HR business partners, and regional HR teams to improve data quality, system workflows, reporting, and end-to-end employee processes.
• Lead change and stakeholder engagement: Communicate the service delivery vision, manage expectations, and build adoption among employees, managers, HR partners, and leaders.

Required Skills and Professional Experience

• Bachelor's degree in Human Resources, Business Administration, or a related field; 10+ years of equivalent relevant experience considered.
• Progressive experience leading HR operations, employee services, shared services, or an HR service center in a complex, multi-country organization.
• Demonstrated success building teams, implementing service delivery models, and transitioning transactional HR work across functions or regions.
• Strong knowledge of employee lifecycle processes, case management, knowledge management, HR systems, employee data controls, and service metrics.
• Working knowledge of benefits, leave, privacy, records, and employment compliance administration, with the ability to engage local experts where required.
• Experience managing vendors, cross-functional initiatives, process documentation, operational controls, and continuous improvement.
• Strong analytical, communication, stakeholder management, and change leadership skills.

Leadership Competencies

• Enterprise and global mindset
• Employee-centered service orientation
• Operational discipline and sound judgment
• Inclusive people leadership and talent development
• Cross-functional collaboration and influence
• Change leadership and execution
• Data-driven decision-making and continuous improvement

Success Measures

• Service-level attainment and responsiveness
• Case resolution time and first-contact resolution
• Employee and manager satisfaction
• Transaction accuracy, timeliness, and data quality
• Adoption and effectiveness of self-service and knowledge content
• Control effectiveness, compliance, and audit readiness
• Successful transition of regional work with clear ownership and service continuity
• Documented process improvements and measurable productivity gains

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit https://presidio.com

Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster

Presidio EEO Policy Statement is available here: https://www.presidio.com/careers

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to.

Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.