Senior Director, People Ops and Shared Services

    • New York, NY


We’re looking for a proactive and collaborative self-starter to lead the People Shared Service Center (PSSC) function.  An ideal candidate will demonstrate a strong focus on continuous improvement with an employee experience and culture building mind-set. This leadership role will oversee a team of Specialists who focus on: Immigration, Mobility, Leave Administration, Benefits Administration, Background Checks and Worker’s Compensation as well as a centralized Frontline People Support team focused on managing the needs of all frontline employees across our US office and field locations.  This leader will establish a partnership with the broader People leadership team to support and enable processes related to the employee lifecycle.


  • Develop a global strategy and approach for our Shared Services programs
  • Plan for and anticipate short and long term People Support Specialist needs, following current trends
  • Establish Tier 1 and Tier 2 support workflows and processes
  • Ensure team members have necessary skillset for development and future organizational requirements
  • Partner with People Systems leader to align on configuration, usage and maintenance of current and future state HCM Systems
  • Develop short term mitigation plans to scale shared service operations in the absence of scalable systems and tools
  • Bring expertise on Service Center best-practices (including compliance management) while driving continuous improvement for a scalable and sustainable PSSC delivery model
  • Establish and ensure all SLAs within PSSC are consistently met/reviewed/revised as appropriate
  • Monitor, analyze, and report on key data through the development of appropriate metrics which measure the performance of the PSCC
  • Establish a plan for International PSSC support
  • Work in partnership with the People Systems team to ensure Employee Central systems effectively interface with other key business systems and PSSC processes
  • Promote and engage the business in regards to shared service delivery model and self-service direct access provisions
  • Design and implement transaction flow with People Tech
  • Develop Account Management processes for the external clients and vendors who support the PSSC programs (Immigration, Mobility, Benefits)
  • Create and maintain effective organization of responsibility, including training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision for PSSC organization
  • Coordinate analytic, strategic and technical resources to meet client expectations and promote an excellent employee experience


  • Bachelor’s degree along with 10+ years of experience, or Master’s degree with 5+ years' of people management

  • Previous leadership experience in an HR Shared Services Center or a similar customer-facing type of environment is preferred
  • Strategic leader with an aptitude for identifying, attracting and developing talent and building strong teams
  • Experience managing multiple employees across various locations or call center environment
  • Ability to work with highly sensitive and confidential materials
  • Expert-level use of SuccessFactors preferred
  • Proven ability to deal with conflict and diffuse difficult situations
  • Prior success in creating set-change improvements to people processes and creating a world-class employee experience
  • Ability to deliver within deadlines and strength in facilitating change on a broad scale


  • Proven effective utilization of Six-Sigma, Continuous Improvement, or Achieving Competitive Excellence (ACE) and a history of driving process improvements - Associate Certification desirable
  • Dynamic problem solver with strong accounting, analytical, decision-making and interpersonal skills
  • Demonstrated ability to develop creative solutions to address scaling challenges
  • Self-starter with willingness to take initiative, support strategic priorities, take ownership of assigned projects/initiatives, contribute to results and be committed to meeting tight deadlines
  • Exceptional planning skills and ability to manage multiple high-visibility projects simultaneously
  • Outstanding formal and informal presentation skills
  • Strong technical skills


Founded in 2012, Peloton is a global interactive fitness platform that brings the energy and benefits of studio-style workouts to the convenience and comfort of home. We use technology and design to bring our Members immersive content through the Peloton Bike, the Peloton Tread, and Peloton Digital, which provide comprehensive, socially-connected fitness offerings anytime, anywhere. We believe in taking risks and challenging the status quo by continuously innovating and improving. Our team is made up of passionate brand ambassadors, and we know that together, we go far.

Headquartered in New York City, with offices, warehouses and retail showrooms in the US, UK and Canada, Peloton is changing the way people get fit. Peloton has been named to many prestigious industry lists, including Fast Company's Most Innovative Companies, CNBC's Disruptor 50, Crain's New York Business' Tech25 and Fast50, as well as TIME's Genius Companies. Visit to learn more about joining our team.



Peloton is reinventing fitness by offering live and on-demand studio workout classes through cutting-edge equipment and an award-winning mobile app.

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