Director, People Operations Service Delivery

POS-32310

Role Summary

Our mission at HubSpot is to help millions of organizations grow better. The People Operations Service Delivery function plays a critical role in delivering a seamless, scalable, and high-quality employee experience that enables that growth.

As Director, People Operations Service Delivery, you will lead the end-to-end global delivery of People Operations services across Tier 1, Tier 2, and Tier 3 support. You will own the service delivery model, ensuring every employee interaction is consistent, efficient, and high quality. This role combines strategic leadership with operational execution—leveraging data, systems, and process design to simplify complexity and drive measurable outcomes.

Your impact will be reflected in strong employee satisfaction (CSAT), reliable service performance (SLAs), and scalable operations that continuously improve as HubSpot grows.

You will partner closely with Enablement, HRIS, IT, Analytics, and People Ops leadership to ensure the service delivery engine operates with clarity, accountability, and precision.

What You’ll Do

Service Delivery Leadership

• 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
  
  

Operational Excellence & Strategy

• 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
  
  

Process, Systems & Automation

• 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
• Optimize service delivery platforms (e.g., ServiceNow) for HR use cases, including case management, knowledge integration, SLA tracking, and automation
• Design and maintain scalable resources such as SOPs, documentation, and internal knowledge bases
  
  

Team Leadership & Enablement

• Build, lead, and coach a high-performing, globally distributed team focused on empathetic, efficient, and outcome-driven support
• Partner with Enablement to ensure teams have the knowledge, tools, and workflows needed to succeed
• Foster a culture of accountability, continuous improvement, and customer-centric service delivery
  
  

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Insights & Continuous Improvement

• Identify recurring issues and translate them into scalable solutions through process, tooling, or experience design improvements
• Leverage data and analytics to identify trends and inform decisions related to service performance, workforce planning, and employee experience
• Lead service quality programs, including audits, feedback loops, and compliance readiness, to ensure consistent and reliable delivery
  
  

Required Qualifications

• 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
• Strong analytical skills with experience using data to improve service performance and employee experience
• Experience partnering cross-functionally with HRIS, IT, Engineering, and Enablement teams to improve systems and workflows
• Demonstrated success leading large-scale service organizations in fast-paced, high-growth environments
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders
  
  

Nice-to-Have Qualifications

• 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
• Experience operating in a global, scaled SaaS or technology company
• Background in compliance, audit readiness, or risk management within People Operations
• Experience designing employee self-service or knowledge management systems
  
  

Behavioral Attributes for Success

• Systems thinker who understands how people, process, and technology work together
• Calm, credible executive presence with the ability to influence without authority

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• Strong operator with a bias toward proactive problem-solving and prevention
• Relentless clarity-builder who drives ownership, timelines, and outcomes
• High-ownership, low-ego leader who enables others to succeed
• Change-savvy with the emotional intelligence to lead teams through ambiguity
  
  

Pay & Benefits

The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

Annual Cash Compensation Range

$176,900—$283,000 USD

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

India Applicants: link to HubSpot India's equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers.

At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

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