Head of HR Service Excellence

Ladders; Boston (MA); On-site; USD 212,000 - 333,000; Full time

Benefits offered by this job

Health and wellness programs

401(k) matching

Generous PTO and holidays

Professional development

Flexible work arrangements

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Senior leadership

Distributed teams

HR shared services

KPI-driven performance

Education

Bachelor's degree

Lean Six Sigma certification desirable

Tools

Workday

ServiceNow

Job description

For our client, we are seeking a Head of HR Service Excellence to join the team of a leader in the Pharmaceuticals & Biotech space. This leader will oversee enterprise HR service delivery strategy and drive a consistent, high-quality employee experience across a complex global organization. The role will shape service standards, governance, and continuous improvement efforts that strengthen HR operations at scale. It will also partner closely with HR leadership, the PMO, and cross-functional stakeholders to advance journey design, performance management, and AI-enabled self-service. Location: Boston, MA - US based candidates only, no visa sponsorship available. Compensation: $212,000 - $333,190 annually.

Responsibilities

• 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

Qualifications

• Significant senior leadership experience in HR shared services or employee experience at enterprise scale
• Experience leading distributed teams within complex global matrix organizations
• Proven track record of improving employee experience and service quality in multi-tier service delivery models
• Deep expertise in knowledge management and KPI-driven performance management
• Bachelor's degree or equivalent professional experience required; certifications in service management or Lean Six Sigma are desirable
• Strong expertise in service design and journey governance
• HR technology fluency across platforms like Workday and ServiceNow

Benefits

• Comprehensive health and wellness programs
• Retirement savings plans with company matching
• Generous paid time off and holiday policies
• Professional development and training opportunities
• Flexible work arrangements to support work-life balance

Our client is an equal opportunity employer.