About HubSpot
HubSpot is a leading customer relationship management (CRM) platform for scaling companies. Our mission is to help companies grow better by delivering innovative, customer-centric technology and by fostering an exceptional employee experience. With a hybrid work philosophy (@home, @office, @flex), we empower our employees to thrive wherever they are.
The Opportunity
HubSpot is on a transformative journey to redefine how we deliver People Operations at scale. As Senior Director, People Operations, you will lead this evolution—architecting a world-class, AI-enabled HR service delivery model that not only enhances employee experience, operational excellence, and compliance across our global footprint but also advances our mission through customer-centric internal support. By treating employees as internal customers, you’ll design systems and services that are intuitive, responsive, and deeply aligned with the needs of a dynamic, global workforce.
This is a high-impact leadership role for a systems-minded builder who thrives in ambiguity, moves quickly, and leads boldly. You will be a critical member of the People Experience leadership team and a key partner to the People Leadership Team in shaping the future of HubSpot’s employee support model. You’re someone who asks the hard questions, actively challenges the status quo, and embraces innovation as a means to elevate the employee experience and redefine what great looks like in People Ops.
Key Responsibilities
Operational Excellence & Scalable Service Delivery
- Lead the build and execution of a centralized, tiered People Ops model (Tier 0 self-service, Tier 1 support, Tier 2 escalations and strategic partnerships), powered by a strong service delivery foundation and a searchable knowledge base that drives continuous improvement and reduces friction.
- Orchestrate and ensure operational excellence around the employee life cycle eg. onboarding/offboarding, job and data changes, leaves and benefits and HR process transformations with clear controls and auditability
- Design and continuously improve standardized workflows, routing logic, service level agreements (SLAs), and escalation paths.
- Define and monitor key performance indicators (KPIs) for operational efficiency, compliance, and employee satisfaction. In addition, develop dashboards that elevate the HR service delivery story and provide insights to measure success, prioritize focus areas and drive simplicity in our processes.
AI & Technology Transformation
- Drive the implementation and optimization of ServiceNow as the global HR case management and knowledge platform.
- Champion the adoption of AI-driven tools (e.g., chatbots, intelligent agents, automation) to streamline operations and elevate the employee experience.
- Build and own the roadmap for a tech-enabled, self-service-first operating model that scales with HubSpot’s growth.
- Stay on the cutting edge of innovation, bringing in emerging tools and piloting new technologies that drive productivity, compliance, and employee ease.
People Leadership & Team Development
- Lead and develop a global team including two direct reports and their teams (~23 total), providing second-line leadership, coaching, and clarity.
- Shape team structure and talent strategy to evolve a junior-heavy team into a scalable, high-performing function.
- Cultivate a culture of curiosity, care, operational rigor, and continuous learning.
Strategic Partnership & Business Integration
- Translate strategy into scalable, AI & tech-enabled services; obsess over the “end user” (employees & managers) and continuously simplify our HR processes
- Operate as a trusted thought partner to the VP of People Experience, and senior leaders across the business.
- Collaborate with People Team, Finance, Legal and HRIS COEs to ensure alignment, integration, and scalability of solutions. Influence how teams across the business adopt scalable and people centered systems of work.
- Lead with a global mindset, harmonizing core processes across regions while allowing for necessary local customization.
Change Leadership & Culture Building
- Champion change through storytelling, education, and thoughtful stakeholder management.
- Navigate complexity with empathy and confidence to bring teams along during periods of growth and transformation.
- Embed inclusive and ethical principles into every process, ensuring we design experiences that are equitable and human-first.
Experience & Expertise
- 10+ years of leadership experience in People Operations, HR Service Delivery, or HR Transformation, ideally within fast-paced, high-growth tech environments.
- Proven success implementing global HR platforms (e.g., ServiceNow, Workday) and scaling shared services models.
- Experience driving AI, automation, and digital service innovation in HR or related functions.
- Strong program management capabilities and experience overseeing compliance-sensitive processes.
- Deep familiarity with data-driven decision-making and continuous improvement methodologies.
- Experience managing managers and leading geographically distributed teams.
Leadership & Mindset
- You think in systems and act like a builder—able to design from scratch, iterate rapidly, and scale responsibly.
- You lead with bold humility: confident in your vision but grounded in feedback, data, and collaboration.
- You balance strategic and operational priorities and know how to get the right things done quickly.
- You bring a global mindset and thrive in ambiguity.
- You care deeply about delivering experiences that are not just efficient, but human-centered and inclusive.
This is not just an operations job—it’s a transformational leadership opportunity. You will have the mandate and executive support to reimagine how People Ops functions at HubSpot. You will architect systems that ensure employees get fast, clear, and delightful support. You will be shaping the future of HR operations—driving scale through tech and humanity through design. If you are excited about unlocking operational excellence and building what doesn’t yet exist, we want to talk.
Ready to build the future of People Ops? Let’s grow better, together.
We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
If you need accommodations or assistance due to a disability, please reach out to us using this form.
At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.
If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements
Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Germany Applicants: (m/f/d) – link to HubSpot’s Career Diversity page here.
India Applicants: link to HubSpot India’s equal opportunity policy here.
About HubSpot
HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot’s connected platform enables businesses to grow faster by focusing on what matters most: customers.
At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.
We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.
Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.
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