Director, HR Operations

The Director of Ask HR (HR Service Center) will support the mission critical priorities of our HR function and employees through employee-first customer service, operational efficiency and excellence, and driving strategic programs and projects.
What You'll Need:
Bachelor's degree in Human Resources, business or a related field.
8+ years total experience.
5+ years prior experience in a service center environment.
3+ years prior experience leading teams (direct or project-based).
Expertise in Workday HCM and ServiceNow preferred
Experience with HR administration and general exposure / knowledge of various HR functions
Exceptional written and verbal communication skills.
Proven collaboration and stakeholder management capabilities.
Sound judgment; ability to solve problems and make recommendations to remediate issues.
Flexibility and ability to adapt in a fast-paced, quickly changing environment. Strong analytical abilities and demonstrated ability to run reports, and interpret/analyze data outputs.
What You'll Do:
Understands the linkage between HR strategy and AskHR's goals and drives execution on the strategic objectives of the function through centralized processes and practices
Provides day-to-day management, guidance and direction to global AskHR team. Must be able to motivate, lead and coach others (both direct and indirect).
Drives operational excellence and efficiency by iterating processes based on qualitative and quantitative feedback and insights; leverages and improves existing projects and programs (AskHR Champions, knowledge base expansion, "fast answers", etc)
Effectively uses technology (ServiceNow and Workday) to drive meaningful change through real time analytics & data monitoring
Ensures "customer first" mentality is applied to handling of inquiries and adherence to processes; monitors customer (employee) satisfaction through regular surveying and monitoring
Builds and maintains strong cross-functional stakeholder relationships for effective daily partnership with HR COE's, Business Process Owners across HR, HRIS, IT, Finance. Continues existing AskHR champions program to drive consistency across COEs and user groups within AskHR
Manages issue escalation. Provides guidance and handles escalated issues directly, as appropriate.
Ensures complex employee, manager or business scenarios are analyzed and effectively communicated to key stakeholders
Additional Requirements - Reporting & Operational Excellence Expectations:
Partners with IT to enhance and redesign the Service Now platform and completes required report analysis and distribution. Pro-actively suggest ServiceNow enhancements and 'big rock' fixes that could enhance the user and customer experience.
Delivers multi-year case and knowledge management technology roadmap tied to overall organizational tech strategy
Delivers quarterly HR executive review meetings using executive-ready dashboards tailored to the HR COE
Actively monitors and uses metrics and trends to determine where process improvement opportunities exist.
Makes improvement suggestions based on workload management, analyzing trends, or to comply with regulatory and/or policy changes.
Identifies ways to improve/reduce inquiry volume by co-creating self-serve knowledge management materials with team, proposing user communications or improvements to user guides and training materials.
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Who are we?
At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, we've grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place to work?
Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.
What do we offer?
Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment, we provide the flexibility and support for you to thrive - working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 116,000 USD - 164,220 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.
The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to

[email protected]

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Job Requisition ID:82703

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