Global HR Service Excellence Leader | Employee Experience

Ladders; Boston (MA); In loco; USD 212.000 - 333.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health and wellness programs

401(k) matching

Generous PTO and holidays

Professional development

Flexible work arrangements

Descrizione del lavoro

Ladders is seeking a Head of HR Service Excellence to lead the globally distributed Service Excellence function from Boston, focusing on enterprise HR service standards and quality. The role partners with HR leadership, PMO, and cross-functional stakeholders to advance journey design and AI-enabled self-service at scale.

The ideal candidate will drive governance, KPIs, and continuous improvement across a complex organization, shaping the service strategy and delivering superior employee

Competenze

• Senior-level leadership experience in HR shared services at enterprise scale.
• Experience leading distributed teams within a global matrix organization.
• Proven track record of improving employee experience and service quality.
• Expertise in knowledge management and KPI-driven performance management.

Mansioni

• Provide strategic direction for the globally distributed Service Excellence team.
• Build and lead a distributed team across regions, including hiring and performance management.
• Partner with the HR PMO on service improvement initiatives and quality assurance.
• Own the global service excellence roadmap, aligning initiatives with enterprise HR strategy.
• Establish and govern enterprise HR service standards and quality measures.
• Accelerate AI-enabled self-service capabilities to enhance service delivery.
• Lead journey governance across design and measurable improvement outcomes.

Conoscenze

Senior leadership

Distributed teams

HR shared services

KPI-driven performance

Formazione

Bachelor's degree

Lean Six Sigma certification desirable

Strumenti

Workday

ServiceNow

Descrizione del lavoro

Ladders is seeking a Head of HR Service Excellence to lead the globally distributed Service Excellence function from Boston, focusing on enterprise HR service standards and quality. The role partners with HR leadership, PMO, and cross-functional stakeholders to advance journey design and AI-enabled self-service at scale.

The ideal candidate will drive governance, KPIs, and continuous improvement across a complex organization, shaping the service strategy and delivering superior employee