Associate Director, People Operations

Job Description

Associate Director, People Operations (Global HR Services)

We're looking for a hands-on leader to run our global people operations function the team that keeps HR operations running smoothly, accurately, and on time. You'll manage a high-performing India-based team delivering consistent, high-quality service across the employee lifecycle, HR helpdesk, compliance activities, and program operations for company-wide initiatives like performance management, and our AI HR service platform.

This is a hands-on leadership role. You'll ensure processes are followed, SLAs are met, compliance obligations are met globally, content is accurate, and service is delivered with efficiency and care. You'll also be responsible for keeping our HR knowledge base fresh, AI-ready, and easy to navigate, helping employees and managers find answers quickly.

You'll report to the US-based VP of Total Rewards & HR Infrastructure and work across time zones, with flexibility for early morning or evening calls.

What You'll Do

Run Centralized HR Service Delivery

- Lead daily HR operations , ensuring consistent, timely delivery across the employee lifecycle (onboarding, job changes, offboarding, terminations, etc.).
- Manage the HR helpdesk (Jira) , driving SLA adherence, clear communication, and a focus on self-service where possible.
- Oversee AI HR service platform operations (Wisq) , including HR knowledge base governance and maintenance, triaging, service request resolution, and monitoring of service levels.
- Execute operational components of HR programs (e.g., performance review cycles, compliance training).
- Oversee accurate production and storage of employee documents.
- Monitor and maintain Workday and ADP data accuracy .
- Own global HR compliance operations ensuring required processes, documentation, and reporting are executed on time and in line with local laws in partnership with HR and Legal stakeholders.
- Ensure consistent application of policies and compliance requirements across all regions.

Manage recurring and adhoc report requests , ensuring accuracy, timeliness, and appropriate stakeholder distribution.

Make HR Service Delivery Simple and Trusted as we Scale

- Make sure working with Shared Services is simple, clear, and accurate for employees and HR partners, and that everyone feels supported every step of the way .
- Maintain and update HR documentation in the knowledge base , ensuring accuracy, version control, and easy access for employees, managers and HR.
- Track SLAs and quality metrics to monitor service delivery performance, address issues promptly, and report results to program owners and HR leadership.
- Support experimentation, implementation and operationalization of AI-powered tools and automation use cases .

Lead a High-Performing Team

- Manage and develop the Shared Services team, ensuring clarity of responsibilities, training, and growth.
- Foster a service mindset with a focus on accuracy, responsiveness, and professionalism.
- Keep the team aligned to global HR priorities and aware of upcoming programs or process changes.

What You'll Bring

- 12+ years of HR operations or shared services experience in a global company, including managing U.S. operations from India.
- 5+ years managing teams, preferably in a centralized HR service delivery environment.
- Hands-on Workday HCM experience (business processes, security, reporting, troubleshooting).
- Experience with HR helpdesk/ticketing tools (Jira preferred) and documentation platforms (SharePoint preferred).
- Experience managing or supporting HR service platforms, chatbots, or knowledge bases.
- Strong understanding of employee lifecycle processes, compliance requirements, and program operations.
- Experience owning or coordinating global HR compliance processes in partnership with HR and Legal teams.
- Experience supporting global HR programs from an operational perspective.
- Clear communicator who can work across cultures and time zones.
- Experience in fast-paced environments (tech, PE-backed, or M&A-heavy companies a plus).
- Familiarity with AI tools or automation platforms used to improve HR service delivery.

You'll Succeed If You

- Balance a strategic mindset with the ability to roll up your sleeves.
- Deliver consistently on service commitments.
- Keep your team focused, organized, and accountable.
- Develop strong partnerships with global stakeholders across HR COEs, Legal, IT and Finance
- Keeps stakeholders in the loop and tailor communication to the audience .
- Balance attention to detail with meeting deadlines and continuous improvement
- Maintain a calm, professional presence even during high-volume cycles.
- Embrace change and continuous improvement.