Senior Director, People Operations

Overview

Lead PTC's global People Operations shared services from Pune, delivering HR services across the employee lifecycle to employees and managers in every region.

What you'll do

• Define and execute the multi-year vision and roadmap for global People Operations shared services, aligned to PTC's business and People strategy.
• Serve as the senior People leader at the Pune site, representing the function in global leadership forums and site governance.
• Build, coach and develop a high-performing, multi-layered team, and plan succession and capability across the function.
• Design the operating model (tiered service, follow-the-sun coverage, in-house vs partner delivery) and the business case for changes to it.
• Own end-to-end delivery of HR services across the employee lifecycle: onboarding, employee data changes, contracts and letters, mobility, leave and absence, offboarding and employment verification.
• Run a tiered service model (self-service, Tier 1/2 case handling, escalation to Centers of Excellence) with clear SLAs, KPIs and customer-satisfaction targets.
• Partner with Payroll, Benefits, Finance and external vendors to ensure accurate, on-time inputs and outputs across all countries.
• Drive continuous improvement with Lean Six Sigma methods: remove root causes of repeat contacts, reduce cycle times and lower cost per employee served.
• Co-own the HR technology roadmap (Workday HCM, case management and knowledge tooling) with People Technology and IT.
• Lead process standardisation, workflow automation and AI-enabled self-service to raise the share of issues resolved without an agent.
• Safeguard data integrity and reporting quality, and deliver operational and workforce analytics to People leadership and the business.
• Ensure HR processes comply with employment law, data privacy (including GDPR and India's DPDP Act), SOX and internal-audit requirements across regions.
• Maintain policies, procedures, controls and documentation; lead internal and external audits and close findings.
• Manage vendor and BPO relationships, contracts, performance reviews and budgets.
• Lead large global programs, including system implementations, M&A integration, new-country entry and organisational change, in partnership with HRBPs and Centers of Excellence.
• Build trusted relationships with global People leaders, regional HR heads and business leaders, and communicate performance and insights clearly.
• Own the function's budget, headcount plan and cost-to-serve targets.

What you'll need

• 15+ years of progressive experience in People Operations, including at least 8 years leading HR operations or shared services for a multinational, ideally in software, technology or another high-growth industry.
• 10+ years of progressive people management experience, with a proven record of leading large, multi-site and multi-country teams (50+ people, including managers of managers) delivering to global SLAs.
• Hands-on Workday experience (a must), with deep expertise in end-to-end HR processes and case management tools such as ServiceNow or Salesforce.
• Demonstrated success in process re-engineering, automation and digital transformation, with measurable gains in service quality, employee experience and cost.
• Strong working knowledge of global employment regulations, data privacy and controls (GDPR, India DPDP Act, SOX), including audit readiness.
• Experience managing vendors and outsourcing or BPO partners, including contracts, service credits and governance.
• Strong financial and analytical skills: budgeting, cost-to-serve modelling, dashboards and KPI-led management.
• Bachelor's degree in HR, Business or a related field, plus Lean Six Sigma Green Belt certification or higher.

Nice to have

• SuccessFactors or Oracle exposure.
• Postgraduate degree (MBA, or an MA in HR, Digital HR Transformation or People Analytics) or relevant certification (SHRM-SCP, SPHR, CIPD, Lean Six Sigma Black Belt, ITIL or PMP).
• Experience standing up or scaling a global capability center or shared services centre in India.
• Hands-on exposure to AI, chatbots and employee self-service platforms in HR delivery.
• Experience supporting M&A integrations and new-entity set-ups.
• Comfort working across time zones with stakeholders in North America, Europe and Asia-Pacific.

Details

• Location: Pune, India (hybrid, per PTC workplace policy).
• Reports to Global People leadership (VP / Chief People Officer organisation).
• Scope: Global, covering Americas, EMEA and APAC.
• Travel: occasional, about 10–15%.