Director, People Services

Salary: $120,000 - $154,000 + bonus

Location: Ashburn, VA (Hybrid)

Shape the Future of People Services at SSP America

At SSP America, we don't just support employees,we create experiences that help our people thrive.

We are seeking a strategic, operationally focused Director, People Services to lead our centralized HR service delivery function across the United States and Canada. This leader will drive excellence in employee lifecycle administration, workforce data management, case management, compliance processes, and payroll administration support while creating exceptional employee and manager experiences.

This is an ideal opportunity for a leader who enjoys building high-performing teams, improving processes, leveraging technology, using data to drive decisions, and creating scalable solutions that support a growing organization.

As the Director, People Services, you will lead and continuously improve the delivery of centralized HR operational services across SSP America.

Key responsibilities include:

• Leading a team responsible for employee lifecycle administration, HR transactions, employee records, workforce data management, and employee support services.
• Driving a best-in-class HR Shared Services model that delivers responsive, accurate, and consistent support to employees and managers across the organization.
• Establishing and managing service delivery metrics, SLAs, KPIs, and customer satisfaction measures to ensure operational excellence.
• Serving as the business owner for HR case management and ticketing platforms, including Xurrent or comparable systems, while leading workflow optimization and automation initiatives.
• Partnering closely with Payroll, Benefits, Candidate Experience, Operations, Finance, Technology, Legal, and HRIS teams to deliver seamless employee support and operational effectiveness.
• Ensuring employee records and workforce data are accurate, secure, compliant, and audit-ready.
• Leading process improvement and transformation initiatives that improve service delivery, increase efficiency, and enhance the employee experience.
• Building a culture of accountability, continuous improvement, service excellence, and collaboration aligned with SSP America's Core Values of Ownership, Teamwork, Curiosity, and Passion.

We're looking for a leader who combines strategic thinking with operational execution and has a passion for improving the way HR services are delivered.

Required Qualifications

• Minimum of 8 years of progressive experience in Human Resources, People Operations, HR Shared Services, Employee Services, HR Operations, or a related discipline.
• Minimum of 5 years of experience leading and developing high-performing teams.
• Experience leading an HR Shared Services, Employee Services, People Operations, or HR Service Delivery function.
• Demonstrated experience supporting employee lifecycle administration and high-volume HR transactions.
• Experience managing or optimizing HR case management, ticketing, or workflow platforms such as Xurrent, Zendesk, JIRA, or similar systems.
• Strong understanding of service delivery metrics, SLAs, process improvement, and operational performance management.
• Experience partnering with Payroll, Benefits, HRIS, Talent Acquisition, Finance, and business leaders.
• Strong knowledge of HR operations, workforce data management, compliance, and employee support models.

Preferred Qualifications

• Experience supporting both U.S. and Canadian employee populations.
• Experience in hospitality, restaurant, travel, aviation, retail, or other multi-unit environments.
• PHR, SPHR, SHRM-CP, SHRM-SCP, or equivalent HR certification.
• Experience leading automation, workflow redesign, or HR transformation initiatives.

• Have a track record of building and developing engaged, service-oriented teams.
• Use metrics and data to drive decision-making and continuous improvement.
• Thrive in fast-paced, high-volume, multi-location environments.
• Are comfortable challenging the status quo and driving operational change.
• Can influence stakeholders and build strong partnerships across functions.
• Balance employee experience, compliance, service excellence, and business needs.

This role offers the opportunity to lead a critical function at the center of the employee experience. You'll shape how HR services are delivered across a complex, growing organization while influencing strategy, technology, process improvement, and team development.

Why You'll Love Working With Us:

• Full medical, dental, vision, life insurance & PTO
• 401(k) with company match
• Career progression within our corporate environment
• Work for one of the largest airport restaurant operators in the world

If you're passionate about operational excellence, service delivery, employee experience, and leading teams through growth and transformation, we'd love to hear from you.

Apply today and help us build the future of People Services at SSP America.

SSP America is an equal opportunity employer. All decisions concerning the employment relationship will be made without regard to race, color, national origin, religion, sex, sexual orientation, gender identity or expression, veteran status, age, disability, genetic information, or and other status or characteristic protected by federal, state, or local law. SSP America will provide reasonable accommodations during the application and interview process upon request as required to comply with applicable laws.