Director, People Service Delivery

Driven Brands, headquartered in Charlotte, NC, is the parent company of North America’s leading automotive aftermarket brands across four distinct verticals: Repair & Maintenance, housing Meineke Car Care Centers^®; Paint & Collision, housing Maaco^® and CARSTAR^®; Distribution, housing 1-800-Radiator & A/C^® and Spire Supply; and Quick Lube, housing Take 5 Oil Change. Driven Brands has nearly 2,700 centers across North America and combined; all businesses generate more than $2.6 billion in system sales and service approximately 8 million vehicles annually. Driven Brands also houses its Charitable Foundations for its brands which collectively raise over $1.5 million per year. 

Driven Brands is the quintessential growth company, more than tripling its revenues, brands, employees, and profits over the past six years. The primary focuses of the company are growing its franchisees’ profitability, all brands’ unit count and creating opportunities for its employees, franchisees, and investors. Our culture of meritocracy inspires high performance and innovation among our employees. We enable our employees and franchisees to go further, faster— generating growth for our franchisees' businesses and our employees' careers. For more information, visit drivenbrands.com.

Driven Brands (DRVN) is seeking a Director, People Service Center, that will be a key member of our People Service Delivery Team within the People function. This role is responsible for leading day-to-day oversight of our People Service Center to support HR, Benefits and Payroll inquiries for our North American staff and company-owned store employees.

Leading a team of direct and indirect reports, you will establish and ensure a great employee experience at DRVN. This is your role if you are a hands-on leader who's passionate about building great teams and driving operational excellence through people and technology. This role allow you the opportunity to innovate, develop and partner with your colleagues to take our people services to a whole new level.

In this role, you will:

• Provide strategic leadership and tactical oversight of a customer-centric, results-oriented People Service Center staff.
• Determine priorities, select, coach and develop team members.
• Build and evolve our people service delivery model by assessing performance and service level agreements (SLAs) and constantly focusing on improving the overall employee experience.
• Serve as the partner concern point to resolve sophisticated issues or requests coming into the People Service Center that the team cannot resolve.
• Work across groups to define and centralize repeatable HR practices and processes into the People Service Center.
• Streamline and partner with cross teams to develop employee-centric practices and systems that enable our people leaders and employees are self-sufficient through Workday and ServiceNow HR solutions.
• Regularly connect with all partners on activities of the People Service Center through dashboards/scorecards to ensure they are informed of priorities and progress and understanding of what/when to use services offer by the people service teams.
• Continuously benchmark with external sources to educate the team and leaders on the HR service delivery model and best practices.

• Progressive experience in HR, ideally operating in an HR Operations/Shared Services environment.
• Bachelor's Degree in Human Resources or relevant undergraduate degree plus equivalent experience.
• Proven and influential people management skills, demonstrated leadership experience, including being a leading of leaders.
• Strong technical aptitude: understanding of HR Tech/digital experience; with preference to Workday HCM Cloud and ServiceNow HR.
• Experience in continuous improvement methodology and managing HR Operations/Shared Service Center operations.
• Experience with sophisticated project management, operating in a fast-paced environment, and handling multiple priorities simultaneously.
• Excellent communication skills with the ability to comfortably interact with all levels within the organization.
• Demonstrated ability to quickly build relationships and influence others, regardless of level.
• Ability to operate and manage in an ambiguous environment.