Head of Global HR Shared Services

About the Team:

The Employee Resource Center (ERC) is Wayfairs global HR shared service center. The team is central to our Talent teams transformation from a decentralized model to a tiered service delivery model. This evolution aims to deliver significant improvements in service quality customer satisfaction compliance and efficiency across Wayfair. The ERC focuses on streamlining processes enhancing service quality through centralization and automation managing an offshore program and leveraging technology like GenAI to drive excellent operations and employee experience.

About the Role:

We are seeking a strategic and experienced leader to be the Head of the Employee Resource Center (ERC). This is a critical global role based in Boston responsible for leading the ERC team and driving the ongoing transformation of Wayfairs HR service delivery. You will oversee a global team and be responsible for setting the strategic direction managing operations and ensuring the successful implementation of key initiatives like knowledge management and the application of generative and agentic AI to the talent processes. You will play a pivotal role in shaping the employee experience and driving operational excellence within the Talent organization.

What Youll Do:

• Strategic Leadership: Lead the transformation to a tiered service delivery model setting the vision and strategy to enhance quality compliance and efficiency.
• Talent Leadership Partnership: Develop strong collaborative working relationships with the Talent leadership team including the CPO to understand needs align on priorities and jointly drive a strategic agenda for HR service delivery transformation and operations.
• Operational Management: Oversee the operations of the global ERC team ensuring consistent service delivery and achievement of key performance indicators (KPIs) related to service levels (SLAs) timetoresolution (TTR) and customer satisfaction (NPS).
• Process Improvement & Centralization: Drive the continuous improvement standardization and centralization of Talent processes into the ERC identifying opportunities for automation and efficiency gains. Oversee the absorption of additional Talent workstreams.
• Tech Innovation: Thinking AIfirst lead the strategy and implementation of new technologies including generative and agentic AI. Have a strong handle on evolving options in the market lead RFPs and evaluate options decide whether to build vs. buy and ultimately implement AIdriven solutions ensuring accuracy strong customer experience compliance and security. Additionally work with the Tech team to optimize our Workday configuration and ensure strong knowledge management and ticketing functionality.
• Team Leadership & Development: Manage and develop a global team of Talent Ops professionals fostering a culture of continuous improvement and customer focus.
• Vendor & Offshore Management: Oversee relationships with external vendors including the offshore service provider (OSL) ensuring performance standards are met and scale the program effectively.
• Stakeholder Collaboration: Partner closely with leaders across Talent (including HRIS Total Rewards Talent Business Partners) Tech Finance and other departments to align on priorities manage dependencies and ensure successful execution of ERC initiatives.
• Reporting & Analytics: Oversee the development and automation of operational and customer experience reporting and capacity modeling to track performance identify trends and inform strategic decisions. Ensure key metrics are centralized and accessible.
• Risk Management: Identify and mitigate risks associated with ERC operations and strategic initiatives particularly concerning technology dependencies and implementation complexities.

What Youll Need:

• Bachelors degree in Business Administration Human Resources or a related field. Masters degree preferred.
• Significant experience (typically 15 years) in HR operations shared services or a similar environment.
• Proven track record of leading largescale transformations and process improvement initiatives within an HR or other business function.
• Strong understanding of HR service delivery models technologies (including HRIS like Workday case management like ServiceNow and AI/Chatbots) and best practices.
• Demonstrated experience in managing successful vendor relationships including offshore partners.
• Excellent analytical and problemsolving skills with the ability to use data to drive decisions.
• Strong project management and change management skills.
• Exceptional communication influencing and stakeholder management abilities.
• 10 years of experience leading large global teams (40) and experience leading managers.