Director HR Performance Center and Customer Experience

What Makes Us Different?

At FMOLHS, we offer you so much more than just a job in the healthcare industry. We offer career opportunities for people who have a calling to share their gifts and talents as part of our healing ministry. As a Catholic hospital, we are here to create a spirit of healing. We offer you something special - the chance to do God's work by helping to serve people in need throughout our community, every day.

Job Summary

The Director of HR Performance Center and Customer Experience is responsible for defining and leading the HR customer experience strategy and oversight of the performance center. This role oversees the overall employee interaction model with HR, focusing on enhancing service delivery, experience design, and data-driven improvement. The Director leads the strategic planning for the HR Performance Center and is accountable for driving excellence through team development, process optimization, and performance analytics.

Minimum Requirements

Experience - 6 years of professional HR experience with 4 years of experience in HR or customer experience leadership

Education - Bachelor's Degree required in Human Resources, Business Administration, or related field

Licensure - Professional HR certification (SHRM-CP/SCP, PHR/SPHR) preferred

Apply now! Here, you are more than an employee. You are a team member, a co-worker, our friend and part of our family. Our healthcare team is working together to heal this community one patient at a time!

Job Responsibility  

Customer Experience Strategy

Define and drive the vision for a consistent, employee-centric HR customer experience across all service channels (phone, case management, live chat, etc.).

Leverage service feedback and data to continuously refine interaction models and elevate the HR support experience for all employees and leaders.

 

Leadership and Team Development

Lead and develop the HR Performance Center team through coaching, mentoring, and structured training programs.

Oversee the Manager of the HR Performance Center and guide them in building and sustaining a high-performing team culture.

Create and implement career development pathways, onboarding programs, and ongoing training to ensure team readiness, skill growth, and employee engagement.

Oversee the creation and execution of training programs for new hires and ongoing staff development in customer service, system navigation, and HR policy knowledge.

Implement quality assurance standards, call monitoring, and feedback loops to ensure continuous improvement in service delivery.

 

Service Delivery Management

Ensure high-quality service delivery through the HR Performance Center, with a focus on timely, accurate, and empathetic employee support.

Collaborate closely with leader over HR Performance Center to manage workflows, resources, schedules, and escalation paths to meet service level agreements (SLAs).

Support the development and use of scripts, knowledge base articles, and standard operating procedures to ensure consistency and accuracy in responses.

Ensure service level agreements (SLA’s), quality standards, and compliance protocols are met or exceeded.

 

Data Analytics and Performance Measurement

Define, monitor, and analyze key performance indicators (KPIs) such as call resolution time, call volume trends, employee satisfaction scores, and first contact resolution rates.

Use data insights to identify root causes, streamline processes, and drive service improvement initiatives in partnership with HR Centers of Excellence.

 

Cross Functional Collaboration

Serve as a liaison between the HR Performance Center and other HR teams, including HR Business Partners, Talent, Benefits, Employee Relations, and Technology.

Collaborate with HRIS and IT teams to optimize case management systems, self-service portals, and reporting tools.

Other Duties

Ensure all services provided by the HR performance center are compliant with internal policies and external regulatory requirements.

Maintain data privacy, confidentiality, and security standards in all aspects of service delivery.

Experience - 6 years of professional HR experience with 4 years of experience in HR or customer experience leadership

Education - Bachelor's Degree required in Human Resources, Business Administration, or related field

Licensure - Professional HR certification (SHRM-CP/SCP, PHR/SPHR) preferred