Director, Human Resources

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Overview

UnifyCX is growing and looking for a Director, Human Resources to join our motivated and ambitious team in San Antonio.

Responsibilities

HR Operations & Process Excellence

• Lead day?to?day HR service delivery across benefits, and HRIS.
• Standardize and simplify HR processes to reduce manual work and increase speed.
• Track and improve operational metrics: ticket turnaround, accuracy, compliance, and cost efficiency.
• Partner with Finance and Operations to align workforce data, headcount reporting, and labor budgets.

Employee Relations & Compliance

• Manage all U.S. employee relations casesinvestigations, corrective actions, and policy enforcement.
• Ensure compliance with federal, state, and local labor laws and partner with legal on risk mitigation.
• Maintain and continuously update HR policy playbooks, manager guides, and compliance calendars.
• Train site leaders on consistent ER practices to minimize escalations and risk exposure.

Compensation, Benefits & Payroll Administration

• Oversee pay structures, bonuses, and benefits operations with a focus on accuracy and cost control.
• Manage compensation approvals and governance; ensure internal equity and FLSA compliance.
• Partner with Finance to support annual cycles and incentive payouts.
• Own vendor relationships for payroll and benefits administration.

HR Technology & Data Management

• Maintain HRIS and payroll integrations ensuring real?time, accurate workforce data.
• Build simple dashboards for turnover, headcount, and ER trends to inform operations.
• Drive adoption of employee self?service and digital workflows to reduce tickets and manual intervention.

Performance & Workforce Administration

• Support goal?setting, performance review, and corrective?action processes across sites.
• Partner with site operations leaders on staffing plans, organizational changes, and policy execution.
• Ensure consistent manager capability around feedback, documentation, and accountability.

Success Metrics (1218 Months)

• Reduced HR service cycle times and increased automation/self?service use.
• Clean HR audits with no major compliance findings.
  
• Improved case closure rates and fewer escalations.
  
• Consistent pay accuracy and benefit?enrollment satisfaction.
  
• High satisfaction from Operations and Finance on HR responsiveness and reliability.
  

Qualifications

Required Experience & Skills

• 10+ years of HR experience, including 5+ years leading HR operations in a multi?site BPO, CX, or service organization.
• Deep knowledge of labor and employment law.
• Proven track record in scaling HR operations with lean teams.
• Hands?on experience with HRIS/payroll systems (Paycor).
• Practical, solutions?oriented communicator comfortable in fast?paced environments.
• Bi?Lingual Spanish/English preferred but not required.

Leadership Attributes

• Execution?first mindset: moves fast, keeps things simple, and drives accountability.
• Operationally sharp: focuses on process integrity, compliance, and speed.
• Low?ego operator: builds trust through reliability and clear communication.
• Resourceful: thrives in lean, high?volume environments with limited bureaucracy.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI?driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority?owned business and an EOE employer that welcomes diversity.

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