Associate Director, Human Capital Shared Services

Human Capital Operations Manager

Operationalize and provide leadership for HR initiatives, ensuring alignment with organizational goals and change management best practices.

Lead the design, implementation, and continuous improvement of HR Service Desk and Employee Services delivery models, ensuring operational excellence and best-in-class employee experience.

Drive towards global HR Shared Service delivery model so that foundational responsibilities can be serviced and supported onshore and offshore.

Serve as an advisor and escalation point for complex HR transactions, bridging the gap between stakeholders, technology leads, and HR support teams.

Manage the strategic operations of the HR Service Desk, ensuring HR tickets in ServiceNow are addressed and resolved in accordance with established service level agreements.

Serve as advocate for expanded ServiceNow operations within HR. Oversee HR ServiceNow implementation projects and enhancement activities, partnering with other HR functional areas to translate business requirements into actionable configuration items.

Identify and mitigate risks in HR Shared Services operations, proactively addressing gaps in documentation, processes, or compliance. Develop bespoke internal tools to mitigate risk. Evolve team's operational disciplines with the goal of consistently being an audit-ready function.

Identify and articulate improvements to Workday HCM business processes and general configuration. Identify white-space opportunities to optimize Workday HCM to better meet the needs of the business, while improving employee and manager experience.

Serve as the functional approver for Workday HCM (Core) configuration, ensuring configured solutions meet business requirements. Prioritize configuration items across the broader HR Shared Services function.

Design and maintain "hire to retire" processes, ensuring employee data is accurate, relevant, and timely. Ensure seamless execution of employee transactions that impact business operations, employee remuneration, and employee experience. Develop and maintain audits and reports to measure execution effectiveness.

Develop and maintain standardized metrics packages that demonstrate the volume, quality standards, and value-add of HR Shared Services. Standardize and/or optimize ServiceNow dashboards and reports for all HR functions in ServiceNow.

Ensure compliance with company policies, labor laws, and regulatory requirements across all HR operational activities.

Provide day-to-day leadership to a high-performing Human Capital Operational team, fostering a culture of accountability, collaboration, and continuous improvement.

Ensure team has clarity on individual responsibilities, while balancing a collaborative approach to high volume work under tight deadlines with a nimble services model that adapts as the organization evolves.

Provide pragmatic leadership during change initiatives. Distill strategic business objectives into actionable team deliverables. Provide clear and consistent updates during times of change and transition.

Set clear goals and performance expectations, ensuring alignment with organizational priorities and service-level agreements.

Coach, mentor, and develop team members, building managerial capability and succession readiness across the function.

Promote a culture of employee engagement encouraging innovation, open feedback and professional growth.

Partner with enterprise functional teams to ensure cohesive service delivery across the employee lifecycle. Facilitate regular meetings with key functional partners (Payroll, IT Service Desk, etc).

Foster a collaborative environment that promotes transparency, responsiveness, and shared accountability across stakeholder groups.

Bachelor's Degree; Four (4) years additional professional experience may be substituted in lieu of degree.

Ten (10)+ years of progressive HR experience, including 4+ years in a leadership role within Human Capital Shared Services or HR operations with demonstrated success managing teams and large-scale projects.

3+ years of direct experience with Workday (HCM and process optimization) and case management platforms (e.g., ServiceNow).

Proven ability to lead in a matrixed, challenging environment with a strong focus on customer service and operational excellence.

Demonstrated knowledge of HR policies, procedures, and compliance requirements across multiple jurisdictions.

Proven ability to manage high-volume operations while maintaining strategic focus.

Strong analytical, project management, and communication skills.

Master's Degree

Certification in HR (e.g. SHRM-SCP, SPHR) or project management (e.g. PMP)

Experience with digital transformation initiatives in HR, including automation and AI-driven service delivery.

Experience in managing consulting or managed services environments is highly preferred.

Strategic thinker with a consultative approach to problem-solving.

Change leader with a passion for process improvement and innovation.

Collaborative and influential leader with a customer-first mindset.

Preference will be given to candidates who reside within 50 miles of a Guidehouse office.

The annual salary range for this position is $113,000.00-$188,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Student Loan PayDown
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program
• Mobility Stipend

Guidehouse is an Equal Opportunity EmployerProtected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.

Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant's dealings with unauthorized third parties.