What are the responsibilities and job description for the Director HR Shared Services position at Ashley Furniture Industries?
Build Your Career with Ashley Furniture- Where Innovation Meets Comfort
Who We Are
At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.
If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.
If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.
Summary
The Director, HR Shared Services, is responsible for leading the strategy, design, execution, and continuous improvement of the organization's HR Shared Services function. This leader will build a high-performing service delivery model that provides efficient, scalable, and employee-centric HR support across the employee lifecycle.
The Director will oversee HR operations, service delivery, case management, HR technology optimization, process improvement, compliance administration, and the development of self-service and AI-enabled solutions. This role partners closely with HR Business Partners, Payroll, IT, and business leaders to ensure exceptional service and operational excellence.
This position is critical in transforming HR from an administrative function into a strategic business partner by centralizing transactional work and enabling HR teams to focus on talent, leadership, and business outcomes.
Key Responsibilities
HR Shared Services Leadership
Required
This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.
Benefits We Offer
Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:
Corporate Social Responsibility
View Our Corporate Brochure
We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.
Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.
Who We Are
At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.
If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.
If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.
Summary
The Director, HR Shared Services, is responsible for leading the strategy, design, execution, and continuous improvement of the organization's HR Shared Services function. This leader will build a high-performing service delivery model that provides efficient, scalable, and employee-centric HR support across the employee lifecycle.
The Director will oversee HR operations, service delivery, case management, HR technology optimization, process improvement, compliance administration, and the development of self-service and AI-enabled solutions. This role partners closely with HR Business Partners, Payroll, IT, and business leaders to ensure exceptional service and operational excellence.
This position is critical in transforming HR from an administrative function into a strategic business partner by centralizing transactional work and enabling HR teams to focus on talent, leadership, and business outcomes.
Key Responsibilities
HR Shared Services Leadership
- Develop and execute the long-term strategy for HR Shared Services.
- Lead and develop a centralized HR service delivery team.
- Establish service standards, operating procedures, and governance models.
- Build a culture focused on customer service, accountability, continuous improvement, and operational excellence.
- Drive adoption of best practices across HR operations.
- Deliver consistent and high-quality support for employees and leaders across all locations.
- Establish and manage HR service channels including ticketing, phone, email, chat, and self-service resources.
- Ensure timely resolution of employee and manager inquiries.
- Improve employee experience through streamlined processes and service delivery.
- Evaluate existing HR processes and eliminate inefficiencies.
- Lead process redesign initiatives utilizing Lean, Six Sigma, and automation methodologies.
- Standardize workflows across business units and locations.
- Identify opportunities to leverage AI and automation to improve service delivery and reduce manual effort.
- Partner with HRIS and IT teams to optimize HR technology solutions.
- Lead implementation and enhancement of case management systems, knowledge bases, employee portals, and self-service tools.
- Develop AI-enabled solutions for:
- Policy interpretation
- Knowledge management
- Document creation
- Case routing
- Employee support
- Ensure compliance with federal, state, and local employment regulations.
- Maintain accurate employee records and data governance standards.
- Develop controls to minimize operational and compliance risk.
- Support internal and external audits as required.
- Establish and monitor service-level agreements (SLAs).
- Develop dashboards and key performance indicators to measure effectiveness.
- Analyze trends, identify root causes, and implement corrective actions.
- Report service performance and operational insights to HR and executive leadership.
- Partner with HR Business Partners to clearly define ownership between Shared Services and field HR teams.
- Collaborate with Centers of Excellence on the implementation and administration of enterprise programs.
- Support organizational growth, acquisitions, and transformation initiatives.
Required
- Experience building and scaling shared services organizations.
- 8 years of progressive HR leadership experience.
- 5 years leading HR Operations, HR Shared Services, HR Service Delivery, or similar functions.
- Experience with UKG strongly preferred, Workday, Oracle HCM, or similar HR platforms.
- Strong understanding of HR systems, case management platforms, and employee service models.
- Proven experience leading large-scale process improvement initiatives.
- Strong analytical, problem-solving, and project management skills.
This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.
Benefits We Offer
- Health, Dental, Vision, Employee Assistance Program
- Paid Time Off; increases with years of service
- Generous Employee Discount on home furnishings
- Professional Development Opportunities
- Tuition Assistance
- Ashley Wellness Centers (location specific)
- 401(k) and Profit Sharing
- Life Insurance
- Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
- (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
- Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
- Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
- Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
- Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
- Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.
Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:
Corporate Social Responsibility
View Our Corporate Brochure
We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.
Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.
- Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.