Director People Operations and Experience

Role Summary: In alignment with the direction of the Vice President of People, Quality & Experience, the Director of People Operations and Experience provides operational leadership and direction across key People functions, including employee relations, benefits, compliance, learning and development, employee experience, culture, and process improvement. This role leads programs and practices that support a positive, consistent, and People First employee experience throughout the employee lifecycle. The Director serves as a key driver of Becoming People’s Arc, translating the agency’s mission, vision, values, and culture into meaningful employee experiences and practices. The role serves as a trusted advisor to leaders and employees, using data, organizational insights, and best practices to strengthen People programs, processes, and service delivery.

Role Requirements:

· Bachelor’s degree in Human Resources, Organizational Development, Business Administration, or a related field.

· Minimum of 7 years of progressive experience in Human Resources, People Operations, employee experience, organizational development, or a related field.

· At least 3 years of supervisory experience.

· Demonstrated experience administering HRIS systems, including site administration, UKG Pro/WFM preferred.

· Demonstrated knowledge of employee relations, benefits administration and plan development, employment practices, organizational culture, learning and development, and applicable federal and state employment laws and regulations.

· Experience administering or overseeing employee benefit programs and working with insurance brokers, benefit carriers, and other external partners.

· Working knowledge of COBRA, ERISA, FMLA, ADA, workers’ compensation, and other applicable federal and state employment requirements.

· Strong communication, facilitation, problem-solving, conflict-resolution, and organizational skills.

· Demonstrated ability to analyze organizational and departmental issues, identify solutions, and implement sustainable process improvements.

· High level of integrity, discretion, emotional intelligence, and confidentiality when handling sensitive employee information and workplace matters.

Role Responsibilities:

People Operations & Employee Relations

· Oversees day-to-day People Operations processes and ensures timely, consistent, and effective support to leaders and employees.

· Provides guidance to leaders on the interpretation and application of People policies, procedures, and practices.

· Provides leadership and guidance on employee relations matters, including workplace concerns, investigations, performance issues, corrective action, and conflict resolution.

· Provides after-hours People Operations support to 24/7 programs, including evenings and weekends, to address time-sensitive employee relations, workplace, and operational matters.

· Ensures People Operations practices are consistent, effective, compliant, and aligned with agency policies and values.

· Oversees benefits administration and serves as a liaison with insurance brokers, benefit carriers, and other external partners.

· Ensures compliance with applicable employment laws and supports pension, personnel, benefits, HRIS, and other applicable audits.

· Leads the Safety Committee and partners with organizational leaders to reduce workplace risk and strengthen safety practices.

People Experience & Culture

· Develops and implements People Experience programs and practices that strengthen culture, retention, inclusion, and the overall employee experience.

· Serves as a key driver of Becoming People’s Arc, ensuring employee programs and practices reflect the agency’s mission, vision, values, and People First culture.

· Leads employee experience survey administration, analysis, action planning, and measurement of outcomes.

· Partners with leaders to identify opportunities to improve the employee experience and strengthen organizational culture.

· Leads initiatives that support inclusion, belonging, and a culture of respect.

· Partners with internal stakeholders to develop and coordinate consistent, timely employee communications that support organizational initiatives, culture, and the overall employee experience.

· Models and reinforces the agency’s values and People First culture.

Learning & Development

· Leads and develops the People Development & Experience team and provides direction for learning and development.

· Ensures training and professional development programs align with agency priorities, workforce needs, and the People First culture.

· Partners with leaders to identify development needs and strengthen leadership and workforce capabilities.

Process Improvement & Systems

· Recommends and implements policies, processes, and systems that improve the efficiency and effectiveness of People Operations and the employee experience.

· Analyzes organizational and departmental issues, identifies solutions, and drives continuous improvement.

· Establishes and monitors People metrics and uses data and employee feedback to inform decisions and measure impact.

Leadership & Collaboration

· Serves as a trusted People partner and resource to leaders and employees at all levels of the organization.

· Supports the Vice President of People, Quality & Experience in implementing People priorities and ensuring effective delivery of People programs and services.

· Builds strong cross-functional relationships and promotes collaboration, consistency, and accountability across the organization.