Director, People Operations

RaceTrac Petroleum, Inc.; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

RaceTrac Petroleum, Inc. is seeking a Director, People Operations to build and lead a modern, technology-enabled Employee Service Center for a large frontline workforce.

You will shape the strategy, operating model, and roadmap, driving self-service, case management, and automation to elevate the employee experience. You will lead a high-performing team, partner across HR, Operations, Technology, Payroll, and business leaders, and push for continuous improvement while ensuring compliant

Qualifications

• 8+ years of experience leading HR operations, HR shared services, employee service centers, or related functions.
• Experience building, scaling, or transforming a service-oriented HR operation.
• Strong knowledge of case management, service delivery models, and employee support operations.
• Experience with HR technology platforms like ServiceNow or Workday.
• Demonstrated success driving operational transformation, process improvement, and change management.

Responsibilities

• Build and lead RaceTrac's Employee Service Center strategy, operating model, and roadmap.
• Transform service delivery through case management, self-service capabilities, knowledge management, automation, and AI-enabled solutions.
• Create a scalable support model that delivers efficient, consistent, and customer-focused experiences for team members and leaders.
• Lead optimization efforts to improve workflows, reporting, and service outcomes.
• Establish service standards, SLAs, governance, and performance metrics.

Skills

HR operations leadership

Change management

Executive communication

Team development

Analytical thinking

Tools

ServiceNow

Workday

Job description

The Director, People Operations will build and lead the next generation of RaceTrac's People Services organization. This role is responsible for designing and scaling a modern, technology-enabled employee service model that delivers an exceptional experience for team members and leaders across a large, frontline workforce. The ideal leader combines operational excellence with transformation expertise, bringing a vision for how self-service, case management, automation, and data can simplify processes and improve service delivery.

What You'll Do

• Build and lead RaceTrac's Employee Service Center strategy, operating model, and roadmap.
• Transform service delivery through case management, self-service capabilities, knowledge management, automation, and AI-enabled solutions.
• Create a scalable support model that delivers efficient, consistent, and customer-focused experiences for team members and leaders.
• Lead optimization efforts to improve workflows, reporting, and service outcomes.
• Establish service standards, SLAs, governance, and performance metrics.
• Use data and analytics to identify trends, improve processes, and enhance the employee experience.
• Partner with HR, Operations, Technology, Payroll, and business leaders to simplify and modernize people processes.
• Lead and develop a high-performing team of approximately six direct reports.
• Drive continuous improvement initiatives while ensuring reliable day-to-day operations and compliance.
• Communicate service performance, business outcomes, and transformation progress to senior leaders and executives.

Success Measures (First 6-12 Months)

• Establish a clear Employee Service Center vision, service model, and roadmap.
• Improve employee and leader experience through enhanced service delivery and case management practices.
• Increase adoption of self-service capabilities and reduce manual work through process simplification and automation.
• Implement meaningful service metrics and reporting that provide visibility into SLAs, service quality, and team performance.
• Build strong partnerships across HR, Operations, Technology, and Payroll.
• Develop and align the Employee Service Center team around a culture of service, accountability, and continuous improvement.

What We're Looking For:

Required Skills & Experience

• 8+ years of experience leading HR operations, HR shared services, employee service centers, or related functions.
• Experience building, scaling, or transforming a service-oriented HR operation.
• Strong knowledge of case management, service delivery models, and employee support operations.
• Experience with ServiceNow, Workday, or comparable HR technology platforms.
• Demonstrated success driving operational transformation, process improvement, and change management.
• Experience supporting large frontline and/or deskless employee populations.
• Strong analytical, problem-solving, and executive communication skills.
• Proven leadership experience managing and developing teams.

Preferred Skills

• Retail, restaurant, hospitality, distribution, transportation, or other large frontline workforce experience.
• Experience implementing self-service, automation, AI, or digital employee experience solutions.
• Knowledge of payroll operations and related compliance practices.
• Experience designing service metrics, dashboards, and operational reporting.
• Exposure to shared services start-ups or significant organizational redesign efforts.

Who You'll Work With:

This role partners closely with HRBPs, Centers of Excellence, Payroll, Technology, Operations, and executive leaders to create a seamless team member experience. You will lead a team that plays a critical role in reimagining how RaceTrac supports a large, distributed workforce. Success requires a servant leadership mindset, strong collaboration skills, and a passion for simplifying work and improving the employee experience at scale.

Fueled by Growth, Driven by You

At RaceTrac, our people make the difference. Whether you’re working in a store, at our corporate office, or on the road, you’ll be part of a team that brings energy, innovation, and a passion for serving others every day. We support each other, celebrate wins big and small, and create opportunities for growth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf - there’s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go.

To see what #LifeatRaceTrac is like, visit our LinkedIn, Facebook, and Instagram pages.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.