Job Overview
Reporting to the Senior Vice President, Human Resources and Health and Safety, the Director, HR Operations is a strategic HR leader based in Guelph (Ontario), responsible for overseeing the HR Operations function across both the US and Canada. The role involves directing a team of 3 Regional HR Business Partners and providing leadership to an extended team of 10 US-based HR Generalists and Talent Acquisition Specialists. This role is critical to instilling consistent, high-quality employee experience and delivering customer-centric HR solutions that support our mission in the pet aftercare industry.
This position will be responsible for advancing the HR team’s focus on “Back to Basics” - reinforcing operational excellence, service delivery, and team alignment while optimizing our ability to provide best-in-class HR support to internal customer.
Duties & Responsibilities
HR Operations leadership
- Lead, mentor, and manage a team of Regional HR Business Partners, and provide indirect oversight to HR Generalists and Talent Acquisition Specialists.
- Ensure consistent HR support across both Canadian and US operations.
- Champion a “Back to Basics” approach to simplify and strengthen HR services, focusing on accuracy, responsiveness, and internal customer satisfaction.
- Own the HR operations budget, including forecasting, monitoring, and driving cost-effective practices.
- Maintain and monitor key operational HR metrics (e.g., response times, case resolution rates, policy compliance, time-to-fill, quality of hire).
People leadership
- Lead, mentor, and develop a high-performing HR Ops and TAS team, fostering a collaborative and accountable culture.
- Drive cross-border collaboration between regional U.S. and Canadian HR teams to ensure consistency and shared best practices.
- Support continuous development of team capabilities, encouraging innovation and adaptability.
HR strategy execution
- Execute on scalable HR operational strategies that align with the company’s overall business goals and operational priorities.
- Partner with HR COEs and business leaders to align HR operations with organizational goals and workforce needs.
- Drive workforce planning, performance management, and talent management programs to meet operational and strategic goals.
Employee relations and compliance
- Ensure HR policies and practices comply with employment laws and regulations in both Canada and the US.
- Oversee the resolution of employee relations issues, working closely with Gateway General Counsel as needed.
- Implement standardized HR policies, ensuring consistency across regions while respecting local labor laws and cultural differences.
- Ensuring HR practices are compliant with legal requirements and organizational values, managing the risk of litigation and conflict.
Talent Acquisition and retention
- Partner with Talent Acquisition Specialists to drive recruitment strategies and attract top talent across the US and Canada.
- Lead initiatives to improve employee retention, foster engagement, and support career development within the organization.
- Collaborate with HRBPs and hiring managers to understand talent needs and design proactive recruitment strategies.
- Oversee onboarding and orientation programs that ensure smooth transitions for new hires and consistency in company culture.
- Manage vendor relationships, recruitment marketing, and employer branding initiatives.
HR Operations and continuous improvement
- Ensure efficient HR operations, including payroll, benefits administration, and HR systems.
- Use data and analytics to measure HR effectiveness, identify trends, and drive continuous improvements across HR processes and employee engagement.
- Implement HR technology and systems to streamline processes and improve reporting and decision-making capabilities.
Organizational development
- Promote initiatives that align with the company’s values and culture, fostering a positive, productive work environment.
- Lead company-wide efforts to drive employee engagement, recognition, and organizational development initiatives.
Education, Training & Qualifications
- Bachelor’s degree in human resources, Business Administration, or a related field.
- 8+ years of progressive HR experience, with at least 3 years in a leadership role managing multi-regional teams.
- Strong knowledge of Canadian and US employment laws and HR best practices.
- Working knowledge of California employment laws would be considered advantageous.
- Experience in talent management, employee relations, HR operations, and organizational development.
- Proven ability to develop and execute HR strategies that align with business goals.
- Excellent communication, leadership, and problem-solving skills.
- Ability to manage and inspire diverse teams across different geographies.
Skills & Abilities
- Ability to lead and inspire remote teams, fostering a positive and collaborative environment.
- Strong capability in developing team members through guidance, feedback, and coaching.
- Proficiency in driving organizational change and employee engagement initiatives.
- Understanding of how HR impacts business outcomes, aligning HR strategies with the company’s mission and goals.
- Strong analytical skills to use HR metrics and data for informed decision-making.
- Developing and executing programs that increase employee engagement and satisfaction.
- Strong talent acquisition and workforce planning skills to attract and retain top talent.
- Ability to identify high-potential talent and develop leadership pipelines.
- Understanding of core HR functions such as payroll, benefits, and HRIS systems.
- Working knowledge of employment laws, regulations, and compliance in different jurisdictions (local, state, national).
- Building strong relationships with internal and external stakeholders to influence and drive HR strategies.
- Strong analytical and critical thinking skills to resolve complex people-related challenges.
- Understanding and addressing employee needs while balancing organizational goals – People First!
- Engaging with employees, understanding their concerns, and taking appropriate action.
Working Conditions
- Travel up to 50% will be required.
- Some weekend work to meet hard deadlines.
