Responsibilities:Leadership & Operating Model- Provide day-to-day leadership, coaching, and performance management for the HR operations and service delivery team
- Define and evolve the HR service delivery operating model, including tiered support, escalation paths, and clear roles and responsibilities across HR and IT partners
- Oversee vendor and partner performance (as applicable) and ensure services are delivered to agreed standards and controls
HR Service Center (HRSC) Leadership- Lead and continuously improve HR Service Center operations, evolving from transaction processing to a proactive, technology-enabled service model
- Define service standards and manage performance through SLAs, KPIs, and operational reviews; identify trends and remove root causes of defects and rework
- Own case management, workflow, and knowledge management capabilities (e.g., ServiceNow) to increase self-service, improve resolution quality, and reduce repeat contacts
- Expand and optimize digital HR experiences and self-service tools for employees and managers, including guided support and knowledge-centered service
- Ensure accurate, timely execution of HR lifecycle transactions (e.g., onboarding, job changes, offboarding), with clear handoffs, controls, and continuous improvement
- Maintain and communicate a clear HR service catalog and tiered support model to ensure consistent intake, routing, and resolution
- Establish voice-of-customer and quality monitoring practices (e.g., CSAT, case audits, and knowledge health) to continuously improve service
HR Project Management (PMO)- Build and lead HR PMO governance, including intake, scope definition, prioritization, and decision-making forums
- Implement a standardized intake and prioritization framework and maintain roadmap visibility to support quarterly planning and trade-off decisions
- Manage an integrated portfolio of HR initiatives aligned to enterprise strategy, proactively surfacing risks, dependencies, and resourcing needs
- Drive delivery rigor across HR projects (plans, milestones, communications, and issue resolution) to ensure timely execution and clear accountability
- Implement resource planning and benefits tracking to measure outcomes and value realization, including post-implementation reviews
HR Data, Analytics, & Insights- Set the HR data and analytics strategy, including governance, definitions, data quality standards, and reporting cadence
- Establish data stewardship roles and standard definitions to promote a single source of truth across HR reporting and analytics
- Deliver standardized dashboards and performance insights across HR functions to support leader decision-making
- Analyze workforce trends and drivers to surface implications, opportunities, and risks for HR and business leaders
- Enable predictive and scenario-based analytics to support workforce planning and strategic initiatives
- Translate complex information into clear executive narratives, recommendations, and action plans
Process Excellence & Continuous Improvement- Lead end-to-end process redesign across the HR lifecycle to improve cycle time, quality, and customer experience
- Establish a continuous improvement cadence using case/ticket analytics and root cause analysis to prioritize and validate improvements
- Standardize and simplify workflows, reducing variation and strengthening controls and documentation
- Drive automation and operational efficiency initiatives that reduce manual work and enable scale
Risk, Compliance & Controls- Ensure HR operations comply with internal policies, regulatory requirements, and audit standards through disciplined execution and monitoring
- Support privacy-by-design practices for HR processes, including appropriate access controls, data handling, and audit readiness
- Design and maintain sustainable process controls, documentation, and SOPs to support audit readiness and consistent service delivery
- Partner with Legal and Compliance to proactively identify risk, close control gaps, and implement corrective actions
KNOWLEDGE, SKILLS, AND ABILITIES:- Deep knowledge of HR operations, shared services models, and service delivery frameworks (including case management and knowledge-centered service)
- Strong HR technology leadership, with expertise in HR platforms (Workday highly preferred) and integrated service delivery tools
- Advanced analytics capability-able to translate data into clear insights, priorities, and actions for leaders
- Proven ability to lead end-to-end process redesign and automation initiatives with a strong controls mindset
- Portfolio and program management skills, including governance, prioritization, and cross-functional execution
- Ability to influence senior stakeholders and align cross-functional partners around priorities, decisions, and outcomes
- Executive presence with strong written and verbal communication skills; able to simplify complexity and drive action
- Demonstrated ability to lead through ambiguity, manage competing priorities, and deliver results in a fast-paced environment
- Change management and adoption leadership to ensure new processes and systems are implemented and sustained
EDUCATION (Required and/or Preferred):- Bachelor's degree in Business Administration, Human Resources, or related field required
WORK EXPERIENCE/QUALIFICATIONS/CERTIFICATIONS:- 8+ years of progressive experience in HR operations, service delivery, or HR transformation
- Demonstrated success leading HR shared services, HR operations, or similar functions, including governance, performance management, and stakeholder partnership
- Experience with Workday or comparable HR systems required, including partnering on enhancements, integrations, and adoption
- Demonstrated experience establishing or leading HR PMO capabilities, including intake/prioritization, resourcing, and benefits realization
- Experience in healthcare or similarly regulated environments highly preferred
PRIMARY LOCATION:Pay Range:
110,591.00 - 163,704.00 USD annually
This range represents the anticipated base salary for this role. Actual compensation will be determined based on experience, qualifications, and internal equity considerations.
We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including medical dental, vision insurance, a 401(k) plan with a company match, paid time off and holidays, professional development support, and employee wellness resources.
Visit our website for further information.
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