Lead the transformation of HR into a high-performing, customer-focused, digitally enabled organization. This role drives operational excellence, process simplification, and AI adoption across HR service delivery while enhancing the employee, manager, and candidate experience. Modernize operations through automation and continuous improvement, build a best-in-class shared services model, strengthen recruiting operations, and establish scalable processes and governance—while improving communication, transparency, and change management to support adoption and sustained results.
Position Summary:
The VP, HR Operations is accountable for end-to-end HR service delivery and operational excellence across HR “back-office” functions. This role will drive process standardization, automation, and continuous improvement to improve speed, quality, and consistency—while elevating the employee/manager experience through stronger customer service and simplified, self-service-enabled HR journeys. The VP will also lead continued integration of HR technology and AI adoption to reduce manual work, strengthen controls/compliance, and enable data-driven decisions. This role establishes the vision, priorities, and operating standards for HR back-office functions and shared services delivery. The VP HR Operations leads transformational operational change through process redesign, automation, service measurement evolution, and operating model improvements The incumbent is expected to interact with senior leaders and cross-functional partners to ensure HR services are easy to do business with and operationally disciplined The VP also owns budget planning and vendor/service enablement decisions as applicable for HR operations and technology-enabled services.
Position Responsibilities May include:
1) Back-Office Efficiency & Process Improvement (Operational Excellence)
- Own and continuously improve HR operational processes using standardization, automation, and Kaizen/continuous improvement methods; identify waste (MUDA), reduce cycle time, and eliminate rework
- Establish and govern “how work gets done” across HR operations (intake, triage, escalation, approvals, documentation, handoffs) to ensure consistent outcomes and audit readiness.
- Lead HR operating model rationalization (roles, responsibilities, resourcing) based on process design and demand/case mix—improving productivity before adding headcount.
2) HR Shared Services & Customer Service Excellence
- Set the strategy for HR Shared Services to deliver a responsive, high-quality service experience, including streamlined workflows and practical escalation paths.
- Implement (or mature) service performance management using a tier-based measurement approach that accounts for complexity, coordination, and risk—not just volume.
- Drive initiatives such as a single interface for HR services, self-service tools, and seamless user experience, improving satisfaction for employees and leaders.
3) HR Technology, Data, and AI Enablement
- Lead HR technology enablement and integration to increase automation, reduce administrative burden, and improve customer response times through better system utilization and redesigned workflows.
- Partner with HR and IT stakeholders to expand AI-assisted capabilities (e.g., workflow automation, knowledge support, reporting enablement) and embed adoption/change management into service delivery.
- Establish governance for HR operational data, dashboards, and decision support—ensuring data accuracy, consistent definitions, and actionable reporting.
4) Integration & Scalable Operating Model
- Lead HR integration activities that improve cross-functional alignment and enable scalable support as the organization grows and consolidates services and platforms.
- Build an operating rhythm (cadence, KPI reviews, roadmaps) that keeps HR Ops execution disciplined and transparent.
5) Risk, Controls, and Operational Compliance
- Ensure HR operations are executed with appropriate controls and documentation—especially for higher-risk work (compliance/regulatory, payroll/benefits impacts).
- Align HR operational execution with internal expectations for compliance/controls and business risk management.
6) Leadership & Talent Development
- Lead, mentor, and develop a high-performing HR operations leadership team; set expectations, priorities, and performance standards for consistent delivery and continuous improvement.
- Perform additional projects/duties to support ongoing business needs.
Nature & Scope:
- Establishes the vision, mission, values and long-term strategies for a division/department
- Provides guidance and leadership to implement transformational change that has broad impact on the achievement of results for the entire organization
- Expected to interact with all levels of the organization especially with top management
- Ensures appropriate talent selection, organization and leadership areas of the organization
- Possess knowledge to capably lead multiple teams of directors
- Has ownership of budget development and monitoring of expenses
- Level of signing authority established by company policy/guidelines
Knowledge & Skills:
- Deep expertise in HR operations, shared services, and service delivery management (intake-to-resolution).
- Demonstrated ability to lead process improvement and operational transformation (standardization, automation, continuous improvement).
- Strong understanding of how enabling technology (HRIS/workflows/knowledge management) and AI can improve service quality, speed, and consistency.
- Data-driven leadership: ability to define KPIs, build dashboards, and translate insights into operational decisions.
- Executive communication and stakeholder management; ability to partner across HR and business leaders to simplify and improve services.
- Excellent written and verbal communication skills, negotiation skills and analytical skills
- Demonstrated ability to build capabilities in a fast-paced environment and ability to manage through ambiguity and change
- Ability to prioritize, manage multiple projects, and collaborate effectively across the HR team and the organization
- Management experience including demonstrated track record of developing, coaching, and mentoring teams
- Proven experience building operational infrastructure through people, process, and technology
- Ability to apply good judgement, strong work ethics and integrity on the job.
Experience:
- 10-15 years of leading HR Operations, Shared Services and / or HR Technology environments , preferably with a large manufacturing company with increasing levels of responsibility and results
Education/Certification:
- Bachelor’s degree required; advanced degree and/or HR/Lean/process improvement certification preferred
People Management: Yes
Physical Requirements / Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations
Reports To: SVP Human Resources, Daikin Comfort Technologies NA
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
Required
-
Enthusiastic: Shows intense and eager enjoyment and interest
-
Team Player: Works well as a member of a group
-
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
-
Innovative: Consistently introduces new ideas and demonstrates original thinking
Preferred
-
Peer Recognition: Inspired to perform well by the praise of coworkers
-
Goal Completion: Inspired to perform well by the completion of tasks
-
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
