Director of HR Service Delivery & Operations

Location:

2721 N Central Ave, Phoenix, Arizona 85004 United States of America

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.

This position is not eligible for employer sponsorship.

Reporting directly to the Executive Vice President (EVP) of Human Resources (HR), the Director of HR Service Delivery & Operations serves as a key member of the HR Leadership Team responsible for advancing the HR Department’s mission of championing a people-first culture by supporting Team Members and delivering practical solutions. This leader is responsible for HR Services, Payroll, Workplace Solutions, and Administrative Operations, ensuring responsive, people-focused service and data-informed decisions that strengthen the Team Member experience and support U-Haul's continued growth.

The Director establishes the vision, priorities, and service standards to ensure consistent, accurate, efficient, and Team Member-focused service delivery across the Company. This role partners closely with business leaders to align services with the needs of the business while simplifying processes, using technology, and improving the way the HR Department serves Team Members.

Success in this role requires exceptional judgment, strong leadership, and a solutions-oriented mindset. The Director must effectively balance compliance, business needs, and the Team Member experience while never losing sight of the person behind each decision. Rather than simply enforcing policies, the Director works with others to find practical, compliant solutions that support Team Members, protect the Company, and move the business forward.

Essential Duties, Responsibilities & Key Accountabilities

• Serve as a strategic advisor to the EVP of HR and HR Leadership Team, helping shape and execute the HR Department's priorities in support of Company goals.
• Develop confident, capable leaders by providing coaching, mentorship, performance feedback, and decision-making guidance that builds confidence, accountability, and independent leadership.
• Champion a people-first, service-focused culture by delivering responsive, practical solutions that balance the needs of Team Members, the business, and compliance requirements.
• Empower leaders to confidently resolve complex issues by evaluating options, balancing competing priorities, and achieving the best possible outcome.
• Serve as the escalation point for complex matters requiring discretion, critical thinking, and thoughtful decision-making.
• Use data, performance metrics, service levels, and Team Member feedback to measure performance, identify trends, and improve service.
• Simplify processes and use technology to improve efficiency, expand self-service, and enhance the Team Member experience.
• Ensure compliance with applicable requirements while promoting consistency, fairness, and thoughtful decision making.
• Develop and lead department initiatives that improve service, strengthen collaboration, and support Company priorities.
• Oversee departmental budgets, vendor relationships, resource planning, and expenses while ensuring Economy & Effectiveness (E&E) and responsible stewardship of Company resources.
• Demonstrate the HR Department’s leadership principles through accountability, unity of direction, and a SUP (Supportive, Upbeat, and Positive) approach.
• Stay informed on industry trends, emerging technologies, and best practices to improve HR services and support future business needs.

Skills, Requirements, & Qualifications

• 8+ years of progressive leadership experience in Human Resources and/or shared services.
• 5+ years of experience leading managers and/or multi-functional teams with a proven track record of building high-performing teams and driving organizational performance.
• Proven ability to lead through change, influence across functions, and build strong collaborative partnerships.
• Demonstrated ability to interpret complex situations and develop practical, business-minded solutions that balance compliance, Team Member needs, and organizational objectives.
• Strong analytical and business acumen with experience using data, performance metrics, and reporting to improve service delivery and support decision making.
• Strong organizational, communication, project management, and problem-solving skills with the ability to influence stakeholders at all levels.
• Experience with Workday or other enterprise Human Resource Information Systems (HRIS).
• High level of integrity, professionalism, and discretion in handling confidential information.
• Strong technology aptitude with a continuous improvement mindset.

What Success Looks Like

The successful candidate will:

• Champion a people-first culture while delivering practical, business-focused solutions.
• Make thoughtful decisions that balance compliance, business needs, and the Team Member experience.
• Develop leaders through coaching, accountability, and empowerment.
• Build trust through consistency, transparency, and follow-through.
• Lead with curiosity and seek better ways to serve Team Members.
• Use data to inform decisions while recognizing the human impact behind every metric.
• Create an environment where Team Members and leaders feel supported, respected, and empowered to succeed.

This is a full-time, salaried position based on-site at U-Haul's Midtown Campus Tower in Phoenix, Arizona. Regular business hours are Monday through Friday; however, flexibility in scheduling, including evenings and weekends, is required to support business operations, Company initiatives, and Team Member needs.

U‑Haul Offers

• Medical insurance
• Prescription drug plans
• Dental & Vision plan with hearing care discounts
• Onsite medical clinic for team members and eligible family members
• New indoor fitness gym (Midtown Phoenix campus)
• Get Fit Gym Reimbursement Program
• Registered Dietitian Program
• WeightWatchers®
• CVS Virtual Care
• U‑Haul Kids Program
• 24‑Hour Nurse Line
• Wellness Program (HealthierYou initiatives & challenges)
• Mindset App Reimbursement
• Pet Insurance & Wellness plans
• Career stability
• Opportunities for advancement
• Valuable on‑the‑job training
• Tuition Reimbursement Program
• Free online courses for personal and professional development at U‑Haul University®
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• Company‑paid life insurance
• Voluntary life insurance options
• Short-Term and Long‑Term Disability
• Critical Illness, Accident & Hospital Indemnity plans
• Business & business travel insurance
• MetLaw Legal Program
• MetLife Auto & Home Insurance
• LifeLock Identity Theft Protection
• Dave Ramsey’s SmartDollar® Financial Wellness Program
• U‑Haul Federal Credit Union
• Paid holidays, vacation, and sick time
• YouMatter Employee Assistance Program (EAP)
• Discounts on cell phone plans, hotels, computers, vehicles & more
• Community involvement & volunteer opportunities
• U‑Haul Mothers Program (Paid maternity leave)

#LI-FT1

U-Haul Holding Company, and its family of companies including U-Haul International, Inc. (“U-Haul”), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products.  The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team.   

U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.