Director of People Operations Service Delivery - Remote

About the Role

We are seeking a Director of People Operations Service Delivery to join our team at HubSpot. In this remote role, you will play a pivotal part in enhancing the employee experience across our global operations. Your leadership will ensure that every employee interaction is consistent, efficient, and of high quality, contributing to HubSpot's mission of helping millions of organizations grow better.

What You’ll Do

• Lead the global People Operations Service Delivery function across Tier 1, Tier 2, and Tier 3 support, ensuring consistent, high-quality employee experiences.
• Own and evolve the end-to-end service delivery model, including intake channels, case management, escalation paths, and resolution frameworks.
• Enhance inbound support models and self-service experiences to create intuitive, scalable employee interactions.
• Define and drive performance against SLAs, CSAT, and operational KPIs, using data to continuously improve service quality and efficiency.
• Lead complex, cross-functional initiatives such as service migrations, operating model changes, and platform or process enhancements.
• Drive operational excellence through service migration planning, SLA management, quality controls, compliance readiness, and end-to-end process optimization.
• Establish clear governance and escalation frameworks to resolve complex or high-risk employee issues effectively.
• Drive continuous process optimization across People Operations services, reducing friction, improving speed, and increasing scalability.
• Partner with HRIS, IT, Engineering, and external vendors to improve systems, automate workflows, and enhance case management and reporting capabilities.
• Build, lead, and coach a high-performing, globally distributed team focused on empathetic, efficient, and outcome-driven support.

Requirements

• 10+ years of experience in People Operations, HR Shared Services, or Service Delivery roles, with 5+ years in leadership positions.
• Proven experience leading global service delivery or shared services organizations across multiple tiers of support and Centers of Excellence (COEs).
• Strong expertise in service delivery operations, including SLAs, CSAT, case management, intake workflows, and escalation frameworks.
• Demonstrated ability to drive operational excellence through KPIs, process optimization, and continuous improvement methodologies.
• Experience optimizing HR service delivery platforms (e.g., ServiceNow), including automation, knowledge management, and reporting.

Nice to Have

• Experience with ServiceNow strongly preferred or similar HR service delivery platforms.
• Experience implementing automation or AI-driven service delivery solutions.
• Familiarity with Lean, Six Sigma, or other continuous improvement frameworks.

What We Offer

• Competitive salary range of $176,900—$283,000 USD.
• Eligible for HubSpot’s equity plan to receive restricted stock units (RSUs).
• Flexible work arrangements and remote work opportunities.
• A culture that values transparency and employee growth.
• Comprehensive benefits package to support your well-being.

Join us as a Director of People Operations Service Delivery and make a significant impact in a remote environment. Apply now to be part of our mission at HubSpot!