AVP, People Operations - Jefferson Enterprise

Thomas Jefferson University • Philadelphia, PA

2d

About The Position

The Assistant Vice President of People Operations is responsible to build, lead, and continuously optimize the Enterprise Human Resources operational infrastructure, providing strategic leadership to design, scale, and optimize HR shared services, driving operational excellence through best-practice service models, HR technology enablement, workforce development, and continuous process improvement. This role oversees HR service delivery, ensuring high service standards and operational efficiency to deliver consistent, efficient, and customer-focused employee experience that enables business objectives. The AVP will lead a team of HR professionals and collaborate with Human Resources business partners and other HR functional teams to drive excellence and continuous improvement in HR operations, ensuring regulatory adherence and policy governance, providing leadership with data-driven decision support, and overseeing end-to-end employee inquiry and case management. The AVP will play an integral role in the implementation and integration of platforms such as Workday, ServiceNow, and Genesys Automated Call Distribution, ensuring seamless employee experiences and efficient service resolution. Job Description Design and govern a comprehensive knowledge management strategy that captures, curates, and distributes HR content for consistent service resolution; lead deployment and continuous improvement of Tier 0 self-service tools including chatbots, virtual avatars, FAQs, and knowledge bases to maximize first-contact resolution and reduce demand on higher-tier teams; measure and optimize Tier 0 adoption and customer satisfaction using analytics and user feedback; ensure Tier 0 tools integrate with Workday, ServiceNow, and Genesys ACD to deliver seamless handoffs to human agents when escalation is required; establish, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to drive accountability and continuous improvement; actively participate in the implementation, integration, and optimization of HR platforms including Workday, ServiceNow, Unily, and Genesys Automated Call Distribution (ACD). Establish and oversee enterprise-wide HR operating model, ensuring consistent, high-quality, and scalable HR support across all business units and geographies; develop, document, and maintain Standard Operating Procedures (SOPs) for all HR Operations center functions; drive process standardization, automation, and lean improvements to reduce cycle times, lower cost-to-serve, and improve quality; serve as escalation point for complex HR operational issues. Define and execute the vision for a high-performing HR Operations Center aligned to Enterprise objectives. lead transformation initiatives, including process redesign, technology implementations, and service delivery model optimization; develop multi-year roadmaps for HR Operations maturity, including capability building, technology enablement, and service excellence. Recruit, develop, and retain a high-performing, multi-disciplinary HR service team; set clear performance expectations, mentor leaders, and create a culture of collaboration, accountability, and service excellence. Collaborate with other HR Centers of Excellence, business leaders, and external partners to align service offerings with organizational needs; serve as a trusted advisor on service design, workforce planning, and technology-enabled employee experiences; partner with IT, HRIS, and vendors to ensure systems support scalable workflows, data integrity, security, and seamless employee journeys.

Requirements

• Bachelor’s Degree Human Resources, Business Administration, Finance, or related field
• 10 years of progressive HR experience with 5+ years in a shared services or operations leadership role
• Demonstrated success in building teams, developing SOPs, and establishing SLAs.
• Strong strategic planning, change leadership, and program management capabilities.
• Expertise in knowledge management, chatbot and Tier 0 tool deployment, and service analytics.
• Excellent communication, stakeholder management, and vendor management skills.
• Experience implementing and leveraging Workday, ServiceNow, and Genesys ACD capabilities
• Familiarity with data privacy and compliance regulations related to HR operations.

Nice To Haves

• Master’s Degree or equivalent experience
• 7 years in a shared services or operations leadership role

Responsibilities

• Design and govern a comprehensive knowledge management strategy that captures, curates, and distributes HR content for consistent service resolution
• Lead deployment and continuous improvement of Tier 0 self-service tools including chatbots, virtual avatars, FAQs, and knowledge bases to maximize first-contact resolution and reduce demand on higher-tier teams
• Measure and optimize Tier 0 adoption and customer satisfaction using analytics and user feedback
• Ensure Tier 0 tools integrate with Workday, ServiceNow, and Genesys ACD to deliver seamless handoffs to human agents when escalation is required
• Establish, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to drive accountability and continuous improvement
• Actively participate in the implementation, integration, and optimization of HR platforms including Workday, ServiceNow, Unily, and Genesys Automated Call Distribution (ACD)
• Establish and oversee enterprise-wide HR operating model, ensuring consistent, high-quality, and scalable HR support across all business units and geographies
• Develop, document, and maintain Standard Operating Procedures (SOPs) for all HR Operations center functions
• Drive process standardization, automation, and lean improvements to reduce cycle times, lower cost-to-serve, and improve quality
• Serve as escalation point for complex HR operational issues
• Define and execute the vision for a high-performing HR Operations Center aligned to Enterprise objectives
• Lead transformation initiatives, including process redesign, technology implementations, and service delivery model optimization
• Develop multi-year roadmaps for HR Operations maturity, including capability building, technology enablement, and service excellence
• Recruit, develop, and retain a high-performing, multi-disciplinary HR service team
• Set clear performance expectations, mentor leaders, and create a culture of collaboration, accountability, and service excellence
• Collaborate with other HR Centers of Excellence, business leaders, and external partners to align service offerings with organizational needs
• Serve as a trusted advisor on service design, workforce planning, and technology-enabled employee experiences
• Partner with IT, HRIS, and vendors to ensure systems support scalable workflows, data integrity, security, and seamless employee journeys

Benefits

• Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.
• For more benefits information, please click here

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees