Director, HR Shared Services

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Director, HR Shared Services is responsible for architecting and leading a modern, technology-enabled global HR service delivery model that elevates the employee experience at scale. This role designs and operationalizes an integrated ecosystem that connects Workday as the system of record, ServiceNow for case management, and Genesys Cloud as the orchestration layer. At Genesys, we are transforming the customer and employee experience landscape through empathy and AI-driven innovation, and this leader plays a critical role in enabling that vision internally. Joining Genesys means becoming part of a global team that is redefining how organizations engage, support, and empower their people. This position combines transformation leadership with operational excellence to deliver consistent, high-quality HR services across the employee lifecycle.

Responsibilities:

HR Shared Services Architecture and Deployment

• Lead the design and deployment of a global, technology-enabled HR Shared Services operating model aligned to enterprise strategy

• Architect end-to-end service delivery integrating Workday, ServiceNow, Genesys Cloud, and adjacent HR technologies into a cohesive ecosystem

• Define workflow orchestration logic, service channels, escalation pathways, automation triggers, and AI enablement points

• Establish global design standards that ensure consistency while enabling appropriate regional flexibility and compliance

• Partner with IT to drive the continuous evolution of ServiceNow and the implementation and optimization of Genesys Cloud

Global Service Delivery Leadership

• Lead a globally distributed HR Shared Services team across the Americas, EMEA, and APAC

• Define and manage service standards, SLAs, KPIs, quality metrics, and employee experience indicators

• Ensure consistent knowledge management, case handling practices, and service execution across regions

• Build a culture of accountability, customer centricity, operational discipline, and continuous learning

• Align regional delivery models with enterprise governance, risk management, and platform standards

Intelligent Automation and AI Enablement

• Embed AI-driven automation and orchestration into core service workflows to reduce manual effort and improve responsiveness

• Identify, prioritize, and implement automation opportunities that enhance efficiency and elevate employee experience

• Ensure responsible, secure, and scalable deployment of AI-enabled capabilities in partnership with IT and data governance teams

• Monitor adoption, performance, and measurable value realization of automation initiatives

Employee Experience Optimization

• Design seamless, intuitive employee service journeys across self-service, case management, and assisted service channels

• Reduce friction, improve resolution times, and increase first-contact resolution rates

• Leverage service data, analytics, and employee feedback to continuously refine workflows and touchpoints

• Operationalize and reinforce the Employee Value Proposition through consistent, high-quality service delivery

Governance, Performance, and Continuous Improvement

• Establish governance frameworks for service operations, platform configuration, and integration management

• Define and track performance metrics including service levels, first-contact resolution, case aging, cost-to-serve, automation rates, and employee satisfaction

• Lead structured continuous improvement initiatives to enhance service scalability and effectiveness

• Maintain integration integrity across platforms and proactively address risks, redundancies, and technical debt

Cross-Functional Partnership and Strategic Alignment

• Partner with HR Centers of Excellence and HR Business Partners to align service delivery with evolving business priorities

• Provide strategic input into platform roadmaps, technology investments, and capability prioritization

• Translate HR strategy and workforce needs into scalable service delivery solutions

• Contribute to broader HR transformation initiatives across the enterprise

Requirements:

• Demonstrate 10 or more years of progressive HR operations, shared services, or service delivery leadership experience with global scope

• Prove experience designing and deploying technology-enabled HR service models at enterprise scale

• Exhibit deep expertise integrating Workday, ServiceNow, contact center platforms, and orchestration technologies such as Genesys Cloud

• Lead global, distributed teams across multiple regions including the Americas, EMEA, and APAC

• Drive automation initiatives that improve operational efficiency and employee experience

• Partner effectively with HRIS, IT, enterprise architecture, and operations stakeholders in complex environments

• Establish governance frameworks, SLAs, KPIs, and performance management systems for shared services

• Lead large-scale transformation initiatives while maintaining operational stability

Preferred Qualifications:

• Hold advanced experience in global service delivery transformation within high-growth or technology-driven organizations

• Demonstrate strong executive presence and the ability to influence cross-functional senior leaders

• Exhibit expertise in employee experience design, service blueprinting, and journey mapping

• Possess experience implementing AI-enabled workflow orchestration at scale

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.