Salary : $113,401.00 - $181,433.00 Annually
Location : 101 City Hall Plaza, Durham, NC
Job Type: Full time with benefits
Job Number: 26-05982
Department: Human Resources
Opening Date: 06/12/2026
Closing Date: 7/10/2026 11:59 PM Eastern
Position DescriptionHiring Range: $142,000 - $172,000
Work Days/Hours: 8:00am - 5:00pm
***A RESUME IS REQUIRED TO BE ATTACHED TO THE JOB APPLICATION***The City of Durham's is an accomplished, diverse, energetic team embracing and inspiring the joy of public service. We aggressively challenge assumptions of what is possible, moving towards a future that is more just, productive and rewarding for all employees. Join us if you're ready to share your talents, learn new skills and build relationships in service to the City of Durham!
The Human Resources Department serves approximately 2,800 employees across 26 departments. The department is in a period of significant transformation, including the implementation and stabilization of a new enterprise HCM platform, a restructured service delivery model, and a renewed focus on operational excellence.
POSITION SUMMARYThe Assistant Department Director of HR Operations and Service Delivery is a senior leadership role reporting to the Chief Human Resources Officer. The incumbent oversees multiple divisions within the HR department and serves as a second-level supervisor, providing strategic direction and management oversight to managers and their HR divisions.
This position is responsible for the infrastructure, systems, and service channels that enable the HR department to deliver consistent, high-quality support to the City's workforce. The incumbent oversees the design and execution of the department's service delivery model, HR technology systems, frontline service operations, and data and analytics functions.
The ideal candidate is a builder - someone who can design scalable processes, stabilize and optimize HR technology platforms, and stand up a service delivery model that ensures departments receive responsive, knowledgeable HR support. This role requires a leader who is equally comfortable working at the systems level and managing day-to-day operations, and who brings a track record of leading teams through technology transitions and process improvement.
Duties/ResponsibilitiesThis position provides strategic and operational leadership over multiple HR functional areas. The specific portfolio may include, but is not limited to, the following:
HRIS - HR Technology and Information Systems- Leads the administration, configuration, and continuous improvement of the City's HCM platform (Oracle Fusion HCM) and related HR technology systems.
- Oversees system stabilization, post-implementation optimization, and end-user support.
- Partners with IT and vendor teams to ensure data integrity, security, and system integration across platforms.
- Manages the planning and execution of future system modules and enhancements.
- Oversees vendor relationships for HR technology platforms, ensuring contractual performance, knowledge transfer, and transition planning.
HR Connect - HR Service Delivery and Operations- Oversees HR Connect or equivalent frontline service functions that serve as the primary intake channel for employee inquiries.
- Designs and implements a tiered service delivery model that routes employee-level inquiries through centralized channels and director/manager-level support through assigned HR specialists/portfolios.
- Establishes service standards, response time expectations, and quality metrics.
- Builds and manages an HR liaison or specialist model that provides portfolio-based support to City departments.
HR Data, Analytics, and Reporting- Owns the department's data strategy, including the collection, governance, analysis, and reporting of HR metrics and workforce data.
- Develops and maintains dashboards, scorecards, and regular reporting packages for HR leadership, the City Manager's Office, and other stakeholders.
- Produces ad hoc analyses to support decision-making on workforce planning, compensation, staffing trends, and operational performance.
- Ensures compliance with data governance standards and regulatory reporting requirements.
- Builds internal capacity for data literacy and self-service reporting within the HR department.
Leadership and Team Development- Directly supervises managers and staff within assigned functional areas; serves as a second-level supervisor overseeing multiple divisions.
- Prioritizes the growth and development of direct reports and their teams, conducting regular 1:1 meetings and managing performance through the City's EPEP Performance Management framework.
- Invests in building team capacity, initiative, and professional skills.
- Operates in alignment with the department's operational excellence framework, ensuring all work within assigned divisions reflects a commitment to customer service, communication, compliance, and continuous improvement.
- Collaborates with peer leaders in the HR department to ensure alignment of operations with department strategy.
- Serves as HR Director in the Director's absence when designated.
- Represents the HR department at meetings, proceedings, and presentations, including City Council when designated.
- Manages assigned projects, vendor relationships, and budget responsibilities within the division.
Minimum Qualifications & Experience- Bachelor's degree in human resources, public administration, organizational development, business administration, or a directly related field.
- Nine (9) years of demonstrated progressively responsible human resources experience in at least two related operational functions: HRIS - HR Technology and Information Systems, HR Service - Delivery and Operations, or HR Data- Analytics, and Reporting.
- Five (5) years of supervisory or management experience.
Additional Preferred Skills- Master's degree in a related field.
- Direct experience leading an HCM or ERP implementation or post-go-live stabilization (Oracle, Workday, SAP, or comparable platform).
- Experience designing or managing a tiered HR service delivery model, shared services center, or HR liaison/business partner structure.
- Experience developing HR analytics, dashboards, or workforce reporting for executive audiences.
- Professional HR certification (SHRM-CP, SHRM-SCP, PHR, SPHR, or IPMA-CP/SCP).
- Experience in municipal or public-sector human resources.
Benefits - General Full-Time Employees - 12-13 paid holidays per year
- 13 standard work days of vacation per year
- 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement
- 2 weeks paid military leave per year
- Medical, dental, vision, and supplemental life insurance plans
- State and City retirement plans
- Short and long term disability plans
- Paid temporary disability leave for specified conditions
- City contribution of 13.6% into the N.C. State Retirement System
- Paid funeral leave
- Employee Assistance Program - personal and family counseling
- Paid life insurance equal to annual salary
- 48 hours for volunteer work each year*
- 4 hours parental leave each year
- Workman's Compensation Insurance
- 457 Deferred Compensation Plans
Benefits - Part-Time (1,000 hours or more per year) - 401(k) retirement plan (5.0% of salary)
- State retirement plan
Benefits Part-Time (Average 30 hours per week over 12 month period) - 401(k) retirement plan (5.0% of salary)
- State retirement plan effective first day of the month following date of hire
- Health insurance effective first day of the month following date of hire
- Dental and life insurance, after one year of service
- Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
- City of Durham Website
- Walk in
- Job fair
- Employee referral
- Professional organization ***Please list the organization in "other" box below***
- Internet posting ***Please list the specific web site in the "other" box below***
- Craig's List
- Facebook
- LinkedIn
- GlassDoor
- governmentjobs.com
- Monster.com
- Indeed.com
- Employment Security Commission
- Magazine/Newspaper
- Other
02
If you listed "other" above please give specific web site, organization, or publication.
03
Please select your highest level of COMPLETED education.
- Less than a High School Diploma or Equivalent (GED, HiSET, TASC)
- High School Diploma or Equivalent (GED, HiSET, TASC)
- Associates Degree
- Bachelor's Degree
- Master's Degree
- Doctoral Degree (PhD, Juris Doctorate)
04
How many years of progressively responsible professional experience do you have in human resources, HR technology, or related operational functions?
- No related experience
- Less than 1 year of related experience
- 1 year but less than 5 years of related experience
- 5 years but less than 9 years of related experience
- 9 or more years of related experience
05
How many years of supervisory/management experience do you have?
- No supervisory experience
- Some supervisory experience but less than 1 year
- 1 year experience but less than 2 years
- 2 years experience but less than 5 years
- 5 or more years supervisory experience
06
Which of the following HR functional areas do you have demonstrated professional experience in? Select all that apply.
- HRIS - HR Technology and Information Systems
- HR Service Delivery and Operations
- HR Data - Analytics, and Reporting
Required Question