Senior Director, People Operations

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Sr Director, People Operations (Shared Services)

PTC | Pune, India | Global HR Shared Services | Hybrid

Lead PTC’s global People Operations shared services from Pune, delivering accurate, compliant and effortless HR services to 7,000+ employees worldwide.

About PTC

PTC is a global software company whose CAD, PLM, ALM and SLM solutions help industrial companies design, make and service products. With more than 7,000 employees worldwide, we are building a connected, inclusive culture where people do their best work.

The opportunity

As Sr Director, People Operations (Shared Services), you will own the engine room of the employee experience. You will lead the Pune-based team that delivers HR services from hire to retire to employees and managers in every region, and you will shape how PTC scales People operations through standardisation, automation and data. You will work closely with the global People leadership team, HR Business Partners, Centers of Excellence, IT, Finance and Legal.

Function : People Operations / Human Resources

Location: Pune, India (hybrid, per PTC workplace policy)

Reports to Global People leadership (VP / Chief People Officer organisation)

Team: Senior managers and managers across HR Service Delivery, HR Operations, HRIS and Data, and Mobility and Onboarding Operations

Scope: Global: Americas, EMEA and APAC

Travel: Occasional, about 10–15%

What you will do

Strategy and leadership

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.

Service delivery and operational excellence

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.

HR systems, data and automation

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.

Governance, risk and compliance

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.

Transformation and stakeholder partnership

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 bring

Required

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. SuccessFactors or Oracle exposure is a plus.

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.

Preferred

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.

Skills and leadership strengths

Metrics-led management: sets measurable goals and tracks KPIs, SLAs and dashboards, because what gets measured gets improved.

Continuous improvement: applies Lean Six Sigma to simplify HR processes, cut manual effort and reduce cost.

HR process automation: automates high-volume HR operations while protecting data accuracy and compliance.

Digital HR transformation and People Analytics: uses data and technology to improve decisions, service quality and the employee experience.

Employee-centric service design: builds processes around end-user experience and satisfaction.

Building world-class delivery teams: hires, coaches and empowers teams to deliver seamless HR services.

Complex project leadership: steers multi-stakeholder, cross-functional programs from scoping to results.

Culture of innovation, collaboration and inclusion: empowers HR teams and the wider business to reach operational excellence.

Influence and change leadership: engages executives, HR partners and employees with clarity across cultures, and brings people along through automation and new ways of working.

Integrity and accountability: handles sensitive data and decisions with discretion and ownership.

How success is measured

In your first 12–18 months, success will be measured by: rection

SLA attainment across HR service tiers

Sustained at or above target

Employee and manager satisfaction with HR services (CSAT / eNPS for services)

Improving year on year

Share of inquiries resolved through self-service or automation

Increasing

Cost per employee served and cost-to-serve

Decreasing

Data