Director HR Shared Services

Ashley Furniture Industries; Tampa (FL); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Employee Assistance Program

Paid time off

Employee discount on home furnishings

Professional development opportunities

Tuition assistance

Ashley Wellness Centers

401(k) and profit sharing

Life insurance

Job summary

Ashley Furniture Industries seeks a Director of HR Shared Services to design and lead a scalable, employee-centric support model across the organization. You will drive service delivery, case management, data governance, and automation efforts to streamline the employee lifecycle.

You will partner with HR Partners, Payroll, IT, and leadership to ensure excellence, compliance, and continuous improvement while transforming HR into a strategic business partner.

Qualifications

• 8+ years of progressive HR leadership experience.
• 5+ years leading HR Operations, Shared Services, or similar.
• Experience building and scaling shared services organizations.
• Experience with HR platforms such as UKG, Workday, or Oracle HCM.

Responsibilities

• Develop and execute long-term strategy for HR Shared Services.
• Lead centralized HR service delivery team and governance.
• Oversee HR operations, case management, and service delivery metrics.
• Partner with HR Business Partners, Payroll, IT and business leaders.
• Implement AI-enabled knowledge management and self-service tools.

Skills

Shared services

HR operations

Process improvement

HR systems

Lean Six Sigma

AI/Automation

Project management

Analytical thinking

Tools

UKG

Workday

Oracle HCM

Job description

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

Summary

The Director, HR Shared Services, is responsible for leading the strategy, design, execution, and continuous improvement of the organization's HR Shared Services function. This leader will build a high-performing service delivery model that provides efficient, scalable, and employee-centric HR support across the employee lifecycle.

The Director will oversee HR operations, service delivery, case management, HR technology optimization, process improvement, compliance administration, and the development of self-service and AI-enabled solutions. This role partners closely with HR Business Partners, Payroll, IT, and business leaders to ensure exceptional service and operational excellence.

This position is critical in transforming HR from an administrative function into a strategic business partner by centralizing transactional work and enabling HR teams to focus on talent, leadership, and business outcomes.

Key Responsibilities

HR Shared Services Leadership

• Develop and execute the long-term strategy for HR Shared Services.
• Lead and develop a centralized HR service delivery team.
• Establish service standards, operating procedures, and governance models.
• Build a culture focused on customer service, accountability, continuous improvement, and operational excellence.
• Drive adoption of best practices across HR operations.

Employee & Leader Support

• Deliver consistent and high-quality support for employees and leaders across all locations.
• Establish and manage HR service channels including ticketing, phone, email, chat, and self-service resources.
• Ensure timely resolution of employee and manager inquiries.
• Improve employee experience through streamlined processes and service delivery.

Process Optimization & Continuous Improvement

• Evaluate existing HR processes and eliminate inefficiencies.
• Lead process redesign initiatives utilizing Lean, Six Sigma, and automation methodologies.
• Standardize workflows across business units and locations.
• Identify opportunities to leverage AI and automation to improve service delivery and reduce manual effort.
• Partner with HRIS and IT teams to optimize HR technology solutions.
• Lead implementation and enhancement of case management systems, knowledge bases, employee portals, and self-service tools.
• Develop AI-enabled solutions for:
• Policy interpretation
• Knowledge management
• Document creation
• Case routing
• Employee support

Compliance & Risk Management

• Ensure compliance with federal, state, and local employment regulations.
• Maintain accurate employee records and data governance standards.
• Develop controls to minimize operational and compliance risk.
• Support internal and external audits as required.

Service Delivery & Metrics

• Establish and monitor service-level agreements (SLAs).
• Develop dashboards and key performance indicators to measure effectiveness.
• Analyze trends, identify root causes, and implement corrective actions.
• Report service performance and operational insights to HR and executive leadership.

Strategic Partnership

• Partner with HR Business Partners to clearly define ownership between Shared Services and field HR teams.
• Collaborate with Centers of Excellence on the implementation and administration of enterprise programs.
• Support organizational growth, acquisitions, and transformation initiatives.

Qualifications

Required

• Experience building and scaling shared services organizations.
• 8+ years of progressive HR leadership experience.
• 5+ years leading HR Operations, HR Shared Services, HR Service Delivery, or similar functions.
• Experience with UKG strongly preferred, Workday, Oracle HCM, or similar HR platforms.
• Strong understanding of HR systems, case management platforms, and employee service models.
• Proven experience leading large-scale process improvement initiatives.
• Strong analytical, problem-solving, and project management skills.

This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

* Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.

Equal Opportunity Employer
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.