Director, HR Service Center - Global Business Services
Waste Management · Houston
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.”
ABOUT WMWM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.
Equal Employment Opportunity
For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.
Real ID
In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.