Director, HR Operations

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.