Pennsylvania Medicine

Director HR Service Operations

Pennsylvania Medicine$110K — $130K *
Healthcare
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree required
  • 8-12 years of experience in HR operations or service management leadership
  • Experience with HR Service Now preferred
  • Strong background in operational excellence and shared services
  • Proven ability to drive employee-centered HR service delivery

Responsibilities

  • Lead operational governance and service management across HR service center operations
  • Establish standards and frameworks for service management
  • Ensure alignment of HR operating models with service delivery processes
  • Oversee Tier 0 capabilities including virtual agents and self-service tools
  • Drive strategies for improved digital adoption and employee experience
  • Own service metrics including SLAs, quality, and operational efficiency
  • Lead continuous improvement initiatives within HR service delivery

Benefits

  • Collaborative work environment fostering cross-functional partnerships
  • Focus on continuous improvement and operational excellence
  • Opportunities for professional development and advancement
  • Impactful role in optimizing employee experience
  • Access to digital tools and innovations enhancing service delivery
Full Job Description
Entity: Corporate Services

Department: HR Operational Excellence

Location: Penn Medicine Bala Cynwyd- 2 Bala Plaza

Summary:

  • The Director, HR Service Operations is responsible for leading enterprise HR Service Center operational strategy, governance, digital enablement, and continuous improvement initiatives supporting Tier 0 service delivery, service management, operational excellence, and employee experience optimization.
  • This role oversees service operations strategy, quality of service delivery, knowledge management, digital support capabilities, governance frameworks, analytics, process optimization, and operational alignment across HR support channels. The Director partners closely with HRSC leadership, HR Operations, COEs, HRIS, HR Tech Strategy, analytics teams, and operational stakeholders to drive scalable, efficient, and employee-centered HR service delivery.

Responsibilities:

HR Service Operations Strategy and Governance:

  • Lead operational governance, service management, and operational excellence strategy across HRSC operations.
  • Establish operational standards, governance routines, and service management frameworks.
  • Ensure alignment between HR operating model, service delivery channels, and operational processes.
  • Drive operational maturity and scalable service delivery capabilities.

Digital Enablement and Tier 0 Optimization:

  • Oversee Tier 0 capabilities including portals, knowledge management, virtual agents, and self-service tools.
  • Drive strategies to improve service deflection, digital adoption, and employee experience.
  • Partner with HR Tech Strategy and HRIS and operational teams on digital enhancements and workflow automation.

Service Performance and Analytics:

  • Own enterprise HRSC service metrics including SLAs, quality, CSAT, operational efficiency, and deflection.
  • Lead operational reporting, analytics, and governance reviews.
  • Identify trends and opportunities to improve operational performance.

Continuous Improvement and Transformation Support:

  • Lead HRSC operational excellence and continuous improvement initiatives.
  • Support implementation of transformation priorities and service delivery enhancements.
  • Drive process standardization, simplification, and operational optimization.

Cross-Functional Partnership and Leadership:

  • Partner closely with COEs, HRBPs, HR Tech Strategy, HRIS, Operations, and Service Delivery leaders.
  • Lead operational teams supporting service management, analytics, governance, and continuous improvement.
  • Foster a culture focused on operational excellence and employee experience.

Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.

Other duties as assigned to support the unit, department, entity, and health system organization.

Education or Equivalent Experience:

  • Bachelor's Degree is required.
  • 8-12 years of HR operations, shared services, operational excellence, or service management leadership experience is required.
  • HR Service Now experience is preferred.

About Pennsylvania Medicine

The University of Pennsylvania is a private Ivy League research university in Philadelphia. It is the fourth-oldest institution of higher education in the United States and is ranked among the highest-regarded universities by numerous organizations and scholars. While the university dates its founding to 1740, it was created by Benjamin Franklin and leading Philadelphia citizens in 1749 . The University has four undergraduate schools as well as twelve graduate and professional schools. Schools enrolling undergraduates include the College of Arts and Sciences, the School of Engineering and Applied Science, the Wharton School, and the School of Nursing. Among its highly ranked graduate schools are its law school, whose first professor wrote the first draft of the United States Constitution, its medical school, the first in North America, and Wharton, the first collegiate business school. Penn's endowment is US$20.7 billion, putting it amongst the wealthiest academic institutions in the world, and its 2019 research budget was $1.02 billion. Penn was one of nine colonial colleges chartered before the U.S. Declaration of Independence when Benjamin Franklin, the university's founder and first president, advocated for an educational institution that trained leaders in academia, commerce, and public service. The campus, in the University City neighborhood of Philadelphia, is centered around College Hall, and notable landmarks are Houston Hall, the first modern "student union", and Franklin Field, the first double-decker college football stadium. Penn also is the home of the Morris Arboretum, the official arboretum of the Commonwealth of Pennsylvania, which is located 15 miles northwest of the campus, in the Chestnut Hill section of Philadelphia. The university's athletics program, the Quakers, fields varsity teams in 33 sports as a member of the NCAA Division I Ivy League conference.
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