Hungry, Humble, Honest, with Heart. The Opportunity The Director, Global People Services - Employee Support and Policy leads the enterprise-wide tiered HR service delivery model (Tier 0–Tier 3) and oversees global HR policy governance and frameworks. This role ensures efficient, scalable, and compliant employee support operations and enables a consistent employee experience across all regions.
The Director partners closely with HR COEs and Business Partners, Legal, Payroll, IT, and other functions to ensure service excellence and policy adherence in a complex, multinational environment.
About The Team You will report to a Senior Director who embodies a leadership style focused on being a business leader while fostering collaboration among team members. The manager values a proactive approach and encourages team members to take initiative in shaping compliance processes.
At Nutanix, the Global People Services team is a diverse and supportive group that operates on a global scale. With a focus on collaboration, our team thrives on fostering a positive work environment where everyone’s ideas are valued and innovation is encouraged. Working closely together, we leverage our collective strengths to enhance the employee experience and drive organizational success.
Your Role
Design, implement, and optimize a global tiered employee support strategy, operating model, outcomes across all regions (self-service, Tiered Services, COEs, etc).
Defines global tier definitions, intake strategy, channel mix (self-service, AI agent, case), escalation rules, and service catalog.
Establish case management standards, escalation protocols, and knowledge management governance.
Accountable for global SLAs, experience metrics, cost-to-serve, and first-contact to resolution across all tiers.
Identify and evaluate new services for inclusion within the Tier 1–Tier 3 employee support model, developing comprehensive business cases that outline scope, value proposition, cost implications, timelines, resource requirements, enablement needs, and defined engagement and escalation protocols with Centers of Excellence (COEs).
Identify and champion digital transformation initiatives including HRIS enhancements, automation, AI-enabled case management, and employee self-service capabilities
Ensure data integrity and reporting accuracy in HR case management platform
Establish and maintain a structured HR policy governance framework, including standardized development, review, approval, and version control processes
Ensure global policy alignment with required local adaptations
Maintain centralized policy repositories with audit-ready documentation
Lead policy harmonization efforts related to organizational change, acquisitions, or geographic expansion
Lead a global team responsible for employee support operations, inclusive of 1-2 managers with team size totalling 10-12 globally
Serve as a strategic partner to HR CoEs, regional HR leaders, and People Leadership Team
Collaborate with IT, Legal, Finance, Payroll, and other cross functional teams to ensure integrated HR service delivery
Provide executive-level reporting on service performance, risk exposure, and compliance status
Drive a customer-centric, control-oriented service culture
Manage budget and resource planning for the function
Key Performance Indicators
HR service delivery SLA adherence & employee satisfaction scores
Policy audit and update rates
Control effectiveness & audit findings
Cost-to-serve reduction metrics
What You Will Bring
10+ years of progressive HR or operational experience
5+ years leadership of global employee support or HR operations functions
Demonstrated expertise in global HR policy governance and regulatory compliance required
Experience managing multinational teams and complex stakeholder environments
Strong knowledge of HRIS and case management platforms, specifically Workday and ServiceNow
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.
The pay range for this position at commencement of employment is expected to be between USD $ 197,600 and USD $ 296,400 per year.
However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.
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