Director, Employee Service Center

The Director, Employee Service Center 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.

Key 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.Ã

• 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 6ââ¬â12 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.