Director of People Operations & Contact Services

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

About the role

We are seeking an experienced, people‑centric operations leader to serve as the Director of People Operations & Contact Services, located within our North American headquarters in Greensboro, NC. This position is responsible for delivering high‑quality, scalable, and compliant HR services that power outstanding employee experience. By leveraging a modern service delivery model, you will lead teams across People Operations, People Pay Services, and the People Contact Center, ensuring excellence in quality, responsiveness, digital enablement, and operational efficiency. As a key driver of the People Experience strategy, you will translate operational excellence into a consistent, positive employee experience contributing to engagement, trust, and organizational performance.

What you will do

• Lead and modernize People Operations with focus on quality, speed (lead time), compliance, scalability, employee engagement, continuous improvement and people experience.
• Position the Contact Service as a trusted, accessible, ensuring every interaction is handled with professionalism, care, and consistency.
• Implement the Volvo Group People strategy and guidelines locally.
• Oversee the People Contact & Payroll Center.
• Lead, mentor, and develop a high‑performing team.
• Responsible for regular collection of feedback loops inclusive of analytics and experience measures to continuously improve employee experience.
• Ownership of strategy, goals, roadmap and budget for People Operations & Contact Services team.
• Planning and forecasting resource needs tied to the business requirements inclusive of recruiting, hiring, and training of new team members.

Process Optimization & Digital Enablement

• Own, develop and evolve and harmonize end-to-end process improvements across the People Operations & Contact Services landscape to effectively support the Business.
• Participate and drive end-to-end process initiatives through the process to ensure P&C Support Center is prepared to deliver exceptional people experiences.
• Act as a change leader, drive and support stakeholder engagement, training, and communication
• Identifying opportunities to simplify, harmonize, digitalize, and enhance HR processes to improve both efficiency and employee experience.

Compliance, Risk & U.S. Employment Requirements

• Ensure compliance with all U.S. federal and state labor laws.
• Secure & safeguard HR data quality and governance, ensuring accuracy, compliance, and reliable reporting to support decision-making.

Collaborate Across the Business

• Serve as a key member of the People & Culture U.S. leadership team.
• Partner with TA, Total Rewards, Labor Relations, People Experience and Solutions, D&IT and key stakeholders.
• Align U.S. practices with global frameworks while tailoring locally.
• Partner with P&C Business Partners on system structure and capability building.

Change Leadership & Transformation

• Serve as a change leader for U.S. HR transformation initiatives.

Who are you?

• 10+ years of progressive HR leadership experience.
• BS/BA Degree in Human Resources and/or related field (Master’s Degree preferred or equivalent experience.)
• Proven experience leading HR shared services or People Support Center teams at scale.
• Strong communication, leadership, and change management skills.
• Experience driving large change and transformation.
• Proven ability managing and influencing multiple teams in a highly matrixed organization. - Solid understanding of HR processes across the full employee life cycle.
• Intellectual agility and ability to navigate between strategic and operational challenges.
• Openness and innovative mindset.
• High sense of confidentiality, ethics and professional rigor.
• Expertise in U.S. employment practices and compliance requirements.

Leadership Capabilities

• People‑first mindset.
• Skilled in leading and developing teams.
• Strategic thinker with hands‑on execution capability.
• Strong influence and relationship‑building skills.

Mindset & Approach

• Change‑oriented and comfortable with ambiguity.
• Curious, innovative, and improvement‑focused.
• Motivated by building new capabilities and driving impact.
• Strong analytical, problem-solving, and written/presentation skills.

Ready for the next move?

Position Details:

Reports to: Vice President, People & Culture – U.S.
Location: Greensboro, NC United States
Teams Led: People & Culture Support Center
Travel: Open to travel as needed (<20%)

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company’s growth. For this position, the base pay is set at $143,600 - $177,300 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

In addition to a solid package of compensation and benefits, plus you will enjoy: • Competitive medical, dental and vision insurance. • Generous paid time off. • Competitive matching retirement savings plans. • Working environment where your safety, health and wellbeing come first. • Focus on professional and personal development through Volvo Group University. • Programs that make today’s challenging reality of combining work and personal life easier.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. ​We are passionate about what we do, and we thrive on teamwork. ​We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Group People & Culture, a part of Volvo Group, we create the foundation and frameworks for people growth and organizational development, to drive the people agenda that enables the realization of the Volvo Group aspirations through people strategy and commitment. You will be part of a global and diverse team of highly skilled professionals who work with passion, trust each other and embrace change to stay ahead.