MGM Resorts International Director HR Shared Services (Corporate) in Las Vegas, Nevada


Las Vegas, Nevada

Become one of the stars behind the show and become part of the world’s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race .

The Director, HR Shared Services (HRSS) has overall responsibility for developing the strategy and execution for the delivery of HR services to all MGM employees. This role will provide day to day leadership for a staff of Shared Services Generalists and will be responsible for staffing, training, and performance management of the team. This role is responsible for establishing Service Level Agreements (SLAs) governing service delivery, establishing processes to best meet the SLAs, and maintaining performance against the SLAs and standards. This role executes on all business imperatives in alignment with MGM Resorts International’s Mission, Vision, Values, and in support of a culture of employee communication and engagement.


  • Create and drive the strategy for HRSS to optimize service delivery and create a consumer grade experience through the utilization of our Best in Class technologies.

  • Maintain operational processes and control procedures to ensure they are in compliance with company and applicable regulatory agencies guidelines.

  • Develop clear service level standards that define expectations and create accountability for delivering enhanced value through HRSS.

  • Collaborate closely with various stakeholders to understand business needs and strategic priorities in order to ensure HR service delivery capabilities are effectively and efficiently leveraged within the business.

  • Identify and execute process improvements leveraging technology to drive increased utilization of self-service.

  • Drive operational optimization through the development and implementation of trend analysis and pertinent data that drive process improvement within the HRSS.

  • Ensure appropriate workforce levels across HRSS through forecasting and drive sustainable results through metrics on performance levels.

  • Achieve superior customer relationships by providing monthly and quarterly metrics, conducting regular face to face satisfaction assessment meetings with customers and solicit feedback via surveys on the effectiveness of HRSS.

  • Create and implement training plans and programs to develop the HR Generalist and Customer Service skills required within HRSS.

  • Responsible for developing, implementing, and maintaining performance standards, measures, and recognition programs for the Shared Services employees.

  • Perform other job related duties as requested.


  • At least 21 years of age

  • Bachelor’s degree in Human Resources and/or business administration or equivalent experience.

  • At least 7 years of experience in a management level position in Human Resources.

  • Must have excellent project management and process improvement experience.

  • Must have experience working under the applicable employment and other regulations governing Human Resources policies, procedures and practices.

  • Excellent customer service skills.

  • Able to lead and mentor a team.

  • Have interpersonal skills to deal effectively with all business contacts.

  • Professional appearance and demeanor.

  • Work varied shifts, including weekends and holidays.

  • High school diploma or equivalent.

  • Able to effectively communicate in English, in both written and oral forms.


  • Experience within a Call Center environment.

  • Experience and/or in-depth knowledge/understanding of operations, with emphasis in a shared services business model for a large organization consisting of multiple operational business units, which may include other national regions.

  • Previous experience working in a similar resort setting.


MGM Resorts International develops, builds and operates unique destination resorts designed to provide a total resort experience, including first-class accommodations and dining, world-class entertainment, state-of-the-art meeting and convention facilities, and high-quality retail and gaming experiences.

With 77,000+ employees, the Company is one of the world's leading global hospitality and entertainment companies with 23 resorts. We’re proud to be recognized for our commitment to being socially responsible, including an industry-leading diversity and inclusive culture, community engagement and philanthropy initiatives, and a commitment to environmentally sustainable approaches in development and operations.

While we operate leading resorts and amenities, ultimately it is the people of MGM Resorts who make the difference daily by providing the ultimate guest experience. We welcome you to join us.

If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact our Corporate Diversity and Disability Outreach department at 1-844-247-0370 or email .

We are an Equal Opportunity Employer. We are also committed to protecting the privacy of visitors to our employment application site, including the protection of any personal information provided to us. For more information about MGM Resorts International, including our privacy policy at and commitment to diversity and inclusion, please visit at careers.