Director, People Operations

The Director, People Operations 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.

What You'll Do:

• 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.

What We're Looking For:

Required Skills & Experience

• 8+ years of experience leading HR operations, HR shared services, employee service centers, or related functions.

• Experience building, scaling, or transforming a service-oriented HR operation.

• Strong knowledge of case management, service delivery models, and employee support operations.

• Experience with ServiceNow, Workday, or comparable HR technology platforms.Ã

• Demonstrated success driving operational transformation, process improvement, and change management.

• Experience supporting large frontline and/or deskless employee populations.

• Strong analytical, problem-solving, and executive communication skills.

• Proven leadership experience managing and developing teams.

Preferred Skills

• Retail, restaurant, hospitality, distribution, transportation, or other large frontline workforce experience.

• Experience implementing self-service, automation, AI, or digital employee experience solutions.

• Knowledge of payroll operations and related compliance practices.

• Experience designing service metrics, dashboards, and operational reporting.

• Exposure to shared services start-ups or significa