Director, HR Service Center - Global Business Services

JOB SUMMARY

Lead the Human Resources service delivery function within WM's Global Business Services operating model, aligning HR shared capabilities with enterprise strategy, business priorities, and service excellence standards.

The Director is responsible for the strategy, governance, performance, and continuous evolution of HR services, ensuring scalable, efficient, and customer-focused solutions that enhance the employee experience.

This leader partners closely with Human Resources Centers of Excellence, HR Business Partners, Digital, Finance, and business leaders to deliver integrated services, drive operational excellence, leverage technology and automation, and support enterprise transformation. The role requires a highly collaborative, people-focused leader who can build strong relationships, develop talent, influence across functions, and foster a culture of service, accountability, and continuous improvement.

This role is based in Houston, TX – in office.

Essential Duties and Responsibilities

• Establish end-to-end ownership of designated HR services and employee journeys, including process design, controls, technology enablement, performance and continuous improvement

• Develop and execute a global workforce strategy that optimizes talent, location, capacity, and service continuity while maintaining appropriate controls and service quality.

• Define and manage service-level agreements, operational performance measures and customer commitments covering quality, timeliness, productivity, experience, compliance and cost.

• Partner across Global Business Services, HR, Finance, Digital and other enterprise functions to integrate shared capabilities, eliminate functional silos and deliver a cohesive employee and business experience.

• Build and maintain strong relationships across the enterprise, serving as a trusted advisor and collaborative partner to stakeholders while aligning priorities and driving successful business outcomes.

• Build a high-performing talent pipeline and capability model focused on service management, process excellence, customer experience, analytics, and global leadership.

• Build and lead a high-performing, globally connected team by establishing clear accountabilities, developing future-ready capabilities, strengthening leadership capacity, and creating meaningful career pathways. Fosters an inclusive, people-first, customer-focused culture that promotes collaboration, accountability, innovation, continuous improvement, and the consistent delivery of business value. Coaches and develops leaders and team members, creating an environment where employees feel valued, supported, and empowered to succeed.

• Lead organizational transformation and change management initiatives, driving adoption of new processes, technologies, and ways of working while maintaining employee engagement and operational effectiveness.

• Champion the end-to-end employee experience by identifying opportunities to simplify processes, remove barriers, and deliver consistent, high-quality HR services across the employee lifecycle.

• Drive increased automation and integration across HR systems to eliminate manual effort, improve data quality, streamline processes, and enable more intelligent use of HR technology.

• Establish and maintain an operating rhythm and governance model that provides leaders with visibility into service performance, workforce trends, risks, and opportunities for continuous improvement.

• Ability to travel 15% – 20% as needed.

QUALIFICATIONS

Required: Bachelor's Degree (accredited) from 4-year college or university in business, human resources, or related discipline, or in lieu of degree a High School Diploma (or accredited GED) and 4 years of relevant work experience. 10+ years of related experience in addition to education requirement.

Preferred:  10+ years of HR experience and experience standing up a shared service center model.

Knowledge, Skills and Abilities

• Intermediate Microsoft excel, Outlook, Word, and PowerPoint skills.
• Strong communication skills (both verbal and written).
• Strong leadership and management skills of large teams
• Ability to set, monitor and report out on departmental KPIs and Metrics (including best in class benchmarking)
• Experience in shared service environment

Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting.

Benefits

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. If this sounds like the opportunity that you have been looking for, please click "Apply.”