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.
Requirements
8+ years of progressive HR operations, shared services, payroll, or employee support leadership experience
Experience leading HR shared services or HR operations teams within a complex, fast-paced organization
Strong understanding of employee service delivery models, case management operations, and HR support processes
Working knowledge of ServiceNow, Workday, or similar HR technology platforms
Experience partnering with HR technology, product, or systems teams to improve workflows and service delivery
Working knowledge of payroll operations, controls, and compliance practices
Ability to lead operational transformation and process improvement initiatives
Strong analytical, organizational, and problem-solving skills
Excellent leadership, communication, and stakeholder management capabilities
Additional Information
RaceTrac Company Overview
Job Description:
The Director, HR Operations & Payroll will lead the strategy, execution, and continuous improvement of RaceTrac's HR shared services and payroll operations. This leader will oversee the employee support experience across Tier 0 self-service, Tier 1 HR service delivery, payroll operations, and operational support processes while helping shape the future of how employees interact with HR.
This role sits at the intersection of people, process, technology, and service delivery. You will partner closely with the HR Centers of Excellence, HR Technology and Product teams, and enterprise stakeholders to create and support scalable, intuitive, and highly effective employee support experiences.
The ideal candidate brings strong HR operations leadership experience within a shared services environment, understands how to operationalize service delivery through platforms like ServiceNow, and knows how to balance operational rigor with empathy and employee care.
Racetrac · 200 Galleria Parkway Se Suite 900 Atlanta, GA 30339