HomeServe USA

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Director, Human Resources

Director, Human Resources

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Human Resources

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HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!


Position Overview:

Reporting to the Executive Vice President & Chief Human Resource Officer, and based at the Center of Customer Excellence in Chattanooga, Tennessee the Director, Human Resources is responsible for the site administration, implementation, monitoring and improvement of HomeServe USA’s human resource programs, policies and procedures.


  • Working directly with HR leadership and local site Leaders:
  • Develops and leads in the administration of  a broad variety of  human resources plans and procedures involving all center personnel, including:
  • Administering, analyzing and reporting on bi-monthly employee Happiness Surveys, utilizing insight to drive continued improvements relative to employee happiness.
  • Plans, organizes, and controls all activities of the department. Participates in developing department goals, objectives, and systems assuring compliance with applicable regulations.
  • Oversees site administration of compensation programs; rewrites job descriptions as necessary; conducts annual salary surveys; analyzes compensation; monitors and administers site performance evaluation program and revises as necessary.
  • Develops, recommends, and implements personnel policies and procedures; prepares and maintains handbook on policies and procedures;, change reporting, approving invoices for payment, , information activities program
  • Conducts new-employee orientations; monitors career pathing program, employee relations counseling, outplacement counseling, and exit interviewing; Establishes and maintains department records and reports. Participate in administrative staff meetings and attends other meetings, such as seminars.
  • Evaluates reports, decisions, and results of department in relation to established goals. Recommends new approaches, policies, and procedures to effect continual improvements in efficiency of department and services performed.
  • Leads in the investigation of confidential matters, preparing and submitting applicable investigation reports, and overseeing implementation of related actions.
  • Serves as confidential confidant to EVP and Chief People Officer and executive Contact Center leadership.
  • Leads in the direction and execution of employee engagement events.
  • Performs other incidental and related duties as required and assigned.
  • Assists in the administration of the Company’s Worker’s compensation programs.
  • Direct and guide the work of an HR Administrator in the execution of the HR programs at the Center.
  • Provides Center based support for Business Continuity and Safety programs.
  • Partners with HR colleagues and leaders at corporate level as appropriate.
  • Takes the lead, as assigned, on center and corporate level projects.


  • Eight (8) years or more of professional experience in the HR field with six (6) years leading an HR staff
  • Experience in leading HR programs for Contact/Call Center environments
  • Equivalent to appropriate four-year college program, a master's degree in Human Resources Management or equivalent is preferred
  • Professional in Human Resources (PHR) or Senior Professional in Human Resources (SPHR) certification preferred
  • Self-directed, organized and motivated professional capabilities reflecting a genuine interest in progressing one’s career and contributing to the success of a high-growth, fully engaged call center organization
  • Experience in call center environments and partnering with operations leadership preferred
  • Experience leading HR programs involving human resources planning, administration and development
  • Demonstrated ability to independently lead in the design and execution of key people initiatives
  • Ability to work collaboratively at all levels of the organization and across all functions
  • Strong written and communication abilities influencing successful outcomes at all levels
  • Analytical skills with experience in preparing and presenting strategic reports
  • Demonstrated ability to lead and motivate a staff providing exemplary service 


In return we offer


  • Career development and advancement opportunities
  • Competitve compensation
  • Business-casual attire throughout the week
  • Friendly, open and team oriented work atmosphere
  • Excellent benefits including generous medical, vision, dental and life & disability insurance


  • 401(k) plan with a company match



HomeServe USA is an affirmative action / equal opportunity employer.