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Director of Human Resources Operations


CentralSquare Technologies | General & Administrative | Lake Mary, FL

HR Purpose and Business Model Context

This is a highly visible leadership role that will report directly to the Chief Human Resources Officer (CHRO) and be based in the Lake Mary, Florida headquarters.


”First we are a part of the broader team, in it together to win it…


Second we are HR professionals.  We contribute people, organization and culture solutions that are focused on enabling employees and teams to succeed and perform well…


 When employees and teams feel great and perform well, they deliver products and services that our customers love…


When our customers love what we deliver, they keep buying more – and the team wins – and the flywheel is complete.”

The context for the mission for this leader begins with the Purpose of the HR group within the larger CentralSquare purpose and mission:



HOW the HR group DELIVERS on this Purpose is the Business of HR, and the business model has three primary pillars:


Product Development

Professional Services

Customer Service

From idea to ready for “market” – design & develop products that will be used in the organization. 

Manage and improve these products through their lifecycle

        Recruiting & selection tools

        Training programs

        Incentive plans


        Engagement measurement


Help “clients” implement  products in a way that translates into desired performance result.


Translate business plans into talent and organization plans that are integral to success.  Drive achievement of plans and change.  Iterate in product development as needed

As employees go through their life at the company, they will need help with HR products and services: 

        Discovery of support available for life events

        People managers seeking tools and clarity

        Learn or solve issues with an HR technology tool

        Manual transactions

        Exception and error handling


These require similar processes and tools and personal support to what many great companies provide to their customers






Mission for the Head of HR Operations

The over-arching mission of the head of HR Operations is to build the customer service pillar of this business model.  The company as a whole is on a journey since the roll-up merger – translating from four different smaller “start-up” feel organizations to a larger-scale, high growth organization.   Since the merger there has been positive momentum in the HR group in recruiting and training – but the customer services and operations parts of the business of HR needs to be updated to scale with the company and the quality of employee experience that is desired. This includes defining the full model, designing the organization and processes and tools required, determining best path to build required capabilities, successful ongoing operations and service delivery.  In parallel with this design and build phase, this leader will assume responsibility for the current state of all in-scope services and operations. 

Planned Scope of HR Operations:

1.    Employee Lifecycle Events (on-boarding, off-boarding, transfers, leaves, etc.)

a.    Processing, administration, regulatory compliance, internal controls

2.    Compensation & Benefits Operations

a.    Processing & administration – leaving internal team to focus more on program design and serve as tier 3 experts

3.    Data and Analytics

a.    Reporting for leaders (standard and custom)

b.    Execute employee data changes for large-scale organizational change

c.     HRIS system administrator

4.    Employee Contact Channel Management (“People Services”)

a.    Phone, on-line and email channel development

b.    Tier 0, 1, and 2 support for all services on this list

c.     Able to include tier 0 and 1 support for Payroll and Timekeeping

5.    Define and continuously improve all processes required for in-scope services

6.    Drive roadmap and implementation for enabling technology tools for these processes/services

7.    Manage enterprise operational risk with regards to employment matters. 

a.    Ensure compliance with all applicable laws and regulations for this scope of services

b.    Oversee responses to any government inquiries, audits or reporting

Skills & Requirements

Experience, Skills and Personal Attributes Required

Experience and Expertise:

1.     Extensive, successful customer service delivery management, either in a similar (or larger) scale HR environment – or outside of HR in a consumer-facing customer service operation in a highly regulated industry such as banking

2.     Knowledge of all human resource processes that are in scope for the group, with ability to provide expert direction and knowledge of best practices 

3.     At least 5 years of successful people management experience with teams of 10 or larger

4.     Extensive, successful vendor management and partnership experience, from RFP through to ongoing service level management. 

5.     Depth in process design and process improvement, as demonstrated by both experience and training/certification in six sigma or other methodologies.  Has/can personally lead design and improvement activities. 

6.     Experience working in software firms or working with large software development groups in a company is highly desired.  Innate understanding of the mindset and cadence of a high growth software development company. 


Top Priority Skills and Personal Attributes

1.     Drive for results – with focus on high quality results and continuous improvement

2.     Strategic thinker balanced with ability to roll-up the sleeves and personally do whatever it takes

3.     Data-driven and analytical approach to operations

4.     Ability to act quickly in a fast-paced changing environment. Comfortable with rapid iterative approach to building and improving. 

5.     Outstanding change implementation/change management skills

6.     Able to build positive interpersonal relationships at all levels.  Clear and concise communicator.

7.     Engage and motivate direct team – as well as extended team of vendor resources

8.     Role models trustworthiness in behaviors and actions