HR Connect is the front door to Human Resources for Mayo Clinic. Are you interested in overseeing HR's contact center for nearly 83,000 employees and external employment-related inquiries? We are seeking a Director of Operations to oversee the vision, strategy and day-to-day operations in partnership with HR Connect leadership. HR Connect services 255,000+ inquiries (e.g. calls, emails and chat feature) annually with the help of approximately 55 live agents and HR representatives. This contact center leader will have experience in delivering service excellence and have the ability to navigate in a technology-enabled environment and drive partnerships. The preferred candidate will have a proven track record working with multidisciplinary teams, and demonstrated ability to vision, design, plan and implement generative AI and automation solutions to enable a transformative HR experience.

Responsible to establish, lead and sustain HR by executing the vision and strategic direction for their assigned HR services in support of Mayo Clinic’s overall vision and strategic goals. The Director is accountable for an operational dashboard or set of metrics, with the goal to achieve top decline performance vs. external benchmarks. Partners with senior leaders to drive innovation, challenge the status quo and implement cutting edge solutions and programs to advance strategic priorities. Responsible for facilitating and executing of HR priorities and the strategic plan, program implementations, resource allocation, ensuring deliverables are met and outcome measures are achieved. The Director of Operations will lead while leveraging core HR knowledge and expanding their service specific knowledge for their assigned role. Strong collaboration and alignment across all HR is required by ensuring proactive, ongoing communication and approach with positive internal customer relations, keeping ‘One HR’ in mind. Responsible for establishing and maintaining strong customer relationships with internal and external partners is expected. The Director of Operations manages individuals and/or teams, directly or indirectly. Optimizes the team and operational performance within the HR services to align with the organizational vision, strategy, values and external environment. The Director of Operations demonstrates agility and be able to quickly adapt or evolve in response to changing circumstances, breaking down barriers in the workplace to meet changing business needs, advancements, or technologies that are essential for any agile team. Monitors the performance of vendors, ensuring effective outcomes and delivery on contractual agreements.

Bachelor’s degree with five years of relevant professional experience required. Career experience must include demonstrated human resources knowledge, leadership and management capabilities, and ability to work collaboratively with others as part of an integrated team. Excellent interpersonal relationships with HR colleagues, leaders, employees, and team members. Experience must include demonstrated agility in thinking and delivering/execution of work and strategic priorities. Strong critical and systematic thinking skills are required. Master’s degree and relevant certifications preferred. Strong communication, empathic capabilities, coaching, facilitation, relationship building, team building, organization and critical thinking skills are preferred. Previous people management experience, including performance management and development is preferred.