Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The Director, HR Shared Services is responsible for architecting and leading a modern, technology-enabled global HR service delivery model that elevates the employee experience at scale. This role designs and operationalizes an integrated ecosystem that connects Workday as the system of record, ServiceNow for case management, and Genesys Cloud as the orchestration layer. At Genesys, we are transforming the customer and employee experience landscape through empathy and AI-driven innovation, and this leader plays a critical role in enabling that vision internally. Joining Genesys means becoming part of a global team that is redefining how organizations engage, support, and empower their people. This position combines transformation leadership with operational excellence to deliver consistent, high-quality HR services across the employee lifecycle.
Responsibilities:
HR Shared Services Architecture and Deployment
Lead the design and deployment of a global, technology-enabled HR Shared Services operating model aligned to enterprise strategy
Architect end-to-end service delivery integrating Workday, ServiceNow, Genesys Cloud, and adjacent HR technologies into a cohesive ecosystem
Define workflow orchestration logic, service channels, escalation pathways, automation triggers, and AI enablement points
Establish global design standards that ensure consistency while enabling appropriate regional flexibility and compliance
Partner with IT to drive the continuous evolution of ServiceNow and the implementation and optimization of Genesys Cloud
Global Service Delivery Leadership
Lead a globally distributed HR Shared Services team across the Americas, EMEA, and APAC
Define and manage service standards, SLAs, KPIs, quality metrics, and employee experience indicators
Ensure consistent knowledge management, case handling practices, and service execution across regions
Build a culture of accountability, customer centricity, operational discipline, and continuous learning
Align regional delivery models with enterprise governance, risk management, and platform standards
Intelligent Automation and AI Enablement
Embed AI-driven automation and orchestration into core service workflows to reduce manual effort and improve responsiveness
Identify, prioritize, and implement automation opportunities that enhance efficiency and elevate employee experience
Ensure responsible, secure, and scalable deployment of AI-enabled capabilities in partnership with IT and data governance teams
Monitor adoption, performance, and measurable value realization of automation initiatives
Employee Experience Optimization
Design seamless, intuitive employee service journeys across self-service, case management, and assisted service channels
Reduce friction, improve resolution times, and increase first-contact resolution rates
Leverage service data, analytics, and employee feedback to continuously refine workflows and touchpoints
Operationalize and reinforce the Employee Value Proposition through consistent, high-quality service delivery
Governance, Performance, and Continuous Improvement
Establish governance frameworks for service operations, platform configuration, and integration management
Define and track performance metrics including service levels, first-contact resolution, case aging, cost-to-serve, automation rates, and employee satisfaction
Lead structured continuous improvement initiatives to enhance service scalability and effectiveness
Maintain integration integrity across platforms and proactively address risks, redundancies, and technical debt
Cross-Functional Partnership and Strategic Alignment
Partner with HR Centers of Excellence and HR Business Partners to align service delivery with evolving business priorities
Provide strategic input into platform roadmaps, technology investments, and capability prioritization
Translate HR strategy and workforce needs into scalable service delivery solutions
Contribute to broader HR transformation initiatives across the enterprise
Requirements:
Demonstrate 10 or more years of progressive HR operations, shared services, or service delivery leadership experience with global scope
Prove experience designing and deploying technology-enabled HR service models at enterprise scale
Exhibit deep expertise integrating Workday, ServiceNow, contact center platforms, and orchestration technologies such as Genesys Cloud
Lead global, distributed teams across multiple regions including the Americas, EMEA, and APAC
Drive automation initiatives that improve operational efficiency and employee experience
Partner effectively with HRIS, IT, enterprise architecture, and operations stakeholders in complex environments
Establish governance frameworks, SLAs, KPIs, and performance management systems for shared services
Lead large-scale transformation initiatives while maintaining operational stability
Preferred Qualifications:
Hold advanced experience in global service delivery transformation within high-growth or technology-driven organizations
Demonstrate strong executive presence and the ability to influence cross-functional senior leaders
Exhibit expertise in employee experience design, service blueprinting, and journey mapping
Possess experience implementing AI-enabled workflow orchestration at scale
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Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$161,700.00 - $284,300.00Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Click here to view a summary overview of our Benefits.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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