Director, HR Operations and Payroll

RaceTrac Company Overview

Job Description:

• Lead HR shared services (Tier 0 self-service and Tier 1 support), ensuring timely, accurate, and high-quality employee support
• Own HR Service Center operations, including case management, escalation handling, service metrics, and governance
• Drive continuous improvement to reduce friction, improve response times, and elevate employee satisfaction
• Establish scalable, standardized processes to support a growing workforce
• Ensure a consistent, seamless employee experience across HR inquiries and transactions
• Partner with HR COEs to improve intake, triage, routing, and resolution
• Lead payroll operations with a focus on accuracy, compliance, controls, and service delivery
• Partner with Finance, HR Tech, and vendors to ensure efficient payroll processing and support
• Use service data and insights to identify trends, optimize workflows, and improve performance
• Collaborate with HR Technology and ServiceNow teams to enhance automation and employee self-service
• Build and develop high-performing teams across HR Operations and Payroll

• Improved HR service response times and case resolution SLAs
• Increased employee satisfaction with HR support experience
• Stabilized and optimized payroll operations with strong audit and compliance outcomes
• Clear service delivery metrics and operational governance in place
• Increased adoption of self-service tools and knowledge resources
• Identifiable process improvements that reduce manual work and improve efficiency

Responsibilities:

Lead HR Shared Services Operations 

• Oversee Tier 0 and Tier 1 HR support operations, ensuring timely, accurate, and high-quality employee support experiences.  
• Lead the HR Service Center strategy and execution, including case management, escalation handling, service delivery metrics, and operational governance.  
• Drive continuous improvement initiatives focused on reducing friction, improving response times, and increasing employee satisfaction.  
• Establish scalable operational processes that support a growing and evolving workforce.  

Elevate the Employee Experience 

• Ensure employees receive clear, consistent, and seamless support across HR inquiries and transactions.  
• Partner with HR COEs to improve intake, triage, routing, and resolution processes.  
• Create operational standards for case documentation, communication quality, and follow-through.  
• Champion self-service adoption and intuitive employee experiences through knowledge articles and digital workflows  

Lead Payroll Operations 

• Oversee payroll processing and payroll support operations with a strong focus on accuracy, compliance, controls, and service delivery.  
• Partner closely with Finance, HR Technology, and external vendors to ensure payroll processes operate efficiently and effectively.  
• Drive operational excellence across payroll support, issue resolution, audit readiness, and employee communications.  

Partner Across HR Technology & Product Teams 

• Collaborate with ServiceNow Product Owners and HR Technology leaders to identify trends, prioritize enhancements, and improve workflow and automation opportunities.  
• Help shape the roadmap for HR service delivery capabilities and employee support technologies.  
• Utilize operational data and service metrics to identify pain points, trends, and opportunities for optimization.  

Develop & Lead High-Performing Teams 

• Lead and develop managers and operational leaders across HR operations and payroll.  
• Foster a culture of accountability, customer service, continuous improvement, and operational excellence.  
• Build strong partnerships across HR and enterprise functions to drive alignment and execution.  

Qualifications:

• 8+ years of HR operations or shared services leadership experience
• Experience leading HR Service Center and/or payroll operations
• Strong understanding of case management systems (e.g., ServiceNow HRSD)
• Proven ability to lead teams and drive operational performance through metrics
• Experience partnering across HR, Finance, and Technology teams
• Strong process improvement and problem-solving skills

• Experience in high-growth or multi-location environments
• Background in payroll systems and compliance
• Experience implementing or optimizing ServiceNow or similar platforms
• Familiarity with HR analytics and reporting tools

• Reports to: Executive Director
• Will lead a team that includes HR Operations Manager and Payroll Senior Manager
• Works closely with: Finance, HR COEs, ServiceNow HRSD Lead, Reporting Team
• Part of a team that values collaboration, communication, and doing what’s right for the guest

• A people‑first culture built on teamwork and respect
• Opportunities to grow your career and learn new skills
• Flexible schedules and supportive leaders

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.