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Job description
Ethos is building a People organization that scales through both talent and technology, and this role sets the direction for how we get there
As Director, Global People Operations & AI, you’ll own how People services are delivered worldwide: the Global People Services team, the operating model that supports every employee, and the automation and enablement strategy for the entire People organization
You’ll define and stand up a tiered service model that moves work fluidly from self-service, to shared services, to experts, and you’ll set the vision for where AI agents and automation handle repeatable work so our people can focus on judgment, complexity, and experience
Reporting to the VP, Total Rewards & Operations, you’ll lead a growing team, partner with HR Technology, IT, Legal, and People leaders across regions, and build the governance and controls that let us scale responsibly
This is a strategic, hands-on leadership role for someone who can design an operating model and then make it real
Own the strategy and multi-year roadmap for Global People Operations, defining how the People organization delivers services across all regions
Lead the Global People Services team, setting standards, service levels, quality, and coverage across geographies
Set the direction for automation and enablement across the global People organization, establishing an operating model where AI agents and automation carry repeatable work and people own judgment and experience
Design and implement a tiered service model spanning self-service (knowledge, portals, and AI assistants), shared services (People Ops handling routine and mid-complexity cases), and experts (centers of excellence and senior partners for complex work), with clear routing and escalation
Build the governance framework for AI and automation in People Ops: guardrails, human-in-the-loop controls, privacy, security, auditability, and compliance across jurisdictions
Define and own the metrics that measure success: service levels, case deflection, cycle time, cost-to-serve, accuracy, and employee experience, reporting outcomes to leadership and using them to prioritize investment
Lead and coach the People Operations team, including the People Product Managers, building capability in process design, agent oversight, and service delivery
Partner with HR Technology, IT, Legal, Finance, and People leaders to align global systems, data, and processes, and to advance operations through automation
Own change management and adoption for new processes, automations, and the tiered service model across regions and cultures
Ensure global compliance and data governance across the markets where Ethos operates
Manage vendors, budget, and the tooling roadmap for People Operations and shared services
Continuously scale and improve the operating model as Ethos grows and enters new markets
Benefits
Comprehensive benefits packages: Awesome medical dental, vision and as applicable insurance coverage and retirement plans (in the US we offer a 401(k) plan).
Company Equity: We want you to feel and act like an owner.
Rest, relax & recharge: We encourage our employees to take time off, in addition to our fully paid global company holiday schedule. When you need time away from work, we have paid and flex time options based on your role and location, and additional paid leave programs.
Generous leave programs: As well as offering a wide array of leave programs, new parents can take leave with 100% wage replacement. Our healthcare plans offer coverage on family planning and fertility.
10+ years in People/HR Operations, shared services, or people/business operations, including several years leading teams
Excellent leadership, stakeholder-management, and executive communication skills
Change-management expertise, with the ability to drive adoption at scale across a distributed organization
Strong operating discipline: service-level management, metrics, cost-to-serve, and capacity planning
Proven experience building or running a People/HR shared services function and a tiered service model (self-service, shared services, experts)
Sound judgment in handling sensitive, confidential, and high-stakes situations
Track record setting automation and enablement strategy and deploying AI or agentic solutions in an operations context
Bachelor’s degree required; relevant certifications preferred
Experience operating globally across multiple countries, with a working knowledge of regional compliance and data-privacy requirements
Working understanding of AI governance: privacy, fairness, security, auditability, and human oversight designed-in from the start
Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway.
At Ethos we are dedicated to building a diverse, inclusive and authentic workplace
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.