Director, Global HR Services

Key Responsibilities

• Oversee day-to-day management of the HR Contact Center to ensure consistent, high-quality HR support for U.S.-based associates. Maintain service levels and resolve inquiries efficiently while fostering a customer-focused service environment.
• Define and execute the strategic vision for HR Services in alignment with enterprise goals. Partner with HR Operations leadership, HR Centers of Expertise (COEs) and cross-functional teams to identify and implement best practices, process enhancements, and service innovations.
• Hire, lead, and develop a large team, including salaried managers and hourly associates. Guide employee onboarding, training, and engagement. Mentor team members and identify growth and development opportunities through collaboration with peer directors and U.S. functional leaders.
• Provide on-site leadership and support across core U.S.-facing HR functions, including Payroll, HR Systems, Talent Acquisition, and HR Quality, ensuring alignment with organizational goals and consistent execution of HR strategies.
• Drive the creation, maintenance, and testing of process documentation (e.g., SOPs, contact center scripts, work instructions). Ensure complete, accurate, and up-to-date documentation in partnership with HR operations and compliance teams.
• Manage budgets, headcount, and P&L for the HR Contact Center function. Monitor support ratios and resource utilization to optimize costs while ensuring service delivery remains effective and scalable.
• Ensure adherence to HR policies, SOX requirements, and applicable labor and payroll regulations. Conduct audits and mitigate operational risks through proactive controls and cross-functional collaboration.
• Serve as a strategic partner to internal stakeholders, including COEs, HR Business Partners, and offshore teams, to ensure alignment of services with business goals and successful execution of multi-site initiatives.

Qualification & Requirements

Education

• Bachelor’s Degree

Required Minimum Qualifications

• 10+ Years Progressive HR experience, with at least 8 years in HR Shared Services or Contact Center leadership roles.
• 8+ Years Experience in people leadership role, managing both direct and indirect reports in a large-scale, matrixed environment
• 8+ Years managing HR service delivery for a U.S.-based or North American workforce.
• Proven experience in managing service level agreements (SLAs), key performance indicators (KPIs), and process governance in a shared services or captive center model.
• Demonstrated ability to manage multi-site operations, budgets, and complex organizational change initiatives.
• Experience working in a matrixed, cross-cultural environment, collaborating with senior stakeholders across countries and time zones.
• Strong communication skills, both verbal and written, with the ability to convey complex compliance topics to diverse audiences.
• Proven ability to identify and lead process improvement initiatives to enhance compliance, efficiency, and risk mitigation.

Benefits

• Medical, Dental & Vision Insurance
• Life Insurance & Disability Insurance
• Flexible Spending Accounts
• Dependent Care Resources: Child & Elder Care Referral Services
• Paid Holidays (inclusive of Floating Holidays)
• Vacation
• Family & Medical Leave
• Sick Pay
• Associate Discount Site
• Lowe’s Merchandise Discount
• Workplace Flexibility
• Flextime & Compressed Workweeks (Corporate Campuses Only)
• Seasonal Schedules (Stores & Distribution only)