Manager, US P&C Operations

Zelis•St. Louis, MO

3d•$105,000 - $133,000•Hybrid

About The Position

At Zelis, we Get Stuff Done. So, let’s get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview Role Summary Are you a tech-savvy HR Operations leader with a passion for AI, automation, and continuous improvement? The Zelis People & Culture (P&C) team is seeking a Manager, US P&C Operations to lead the delivery and continuous improvement of P&C operational services in the US. This role manages day-to-day operations and team performance while driving process excellence, shared services transformation, and AI-enabled operational efficiency. The role reports to the Vice President, P&C Enablement, and partners closely with P&C Technology, Centers of Excellence (COEs), and others within P&C and Zelis, to scale service delivery, improve employee experience, and support Zelis’ broader AI transformation.

Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field, and 8+ years of relevant P&C experience or equivalent work experience.
Strong understanding of P&C / HR processes across the employee lifecycle and demonstrated experience with process documentation, process mapping, workflow design, and continuous improvement.
Proven people leadership experience, including coaching, performance management, and team development.
Demonstrated ability to define, analyze, and monitor KPIs, SLAs, and operational performance metrics.
Experience using data to drive operational decisions, continuous improvement, and service delivery outcomes.
Experience partnering with global or offshore operations teams to deliver shared services or operational support at scale.
Strong technical aptitude with the ability to understand, leverage, and advocate for automation and AI-enabled solutions.
Experience with automation tools, workflow technologies, or AI functionality within HR systems.
Experience supporting operational transformation, shared services, or global delivery models.
Strong relationship-building, consultative, and influencing skills, with the ability to communicate effectively across levels and functions.
High level of comfort with HR systems and digital tools (e.g., Workday, ticketing systems, reporting and analytics tools).
Strong analytical, problem-solving, and decision-making skills, with the ability to manage multiple priorities and deadlines.
Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Responsibilities

Lead, coach, and develop US P&C Operations team, including setting objectives, tracking performance, and supporting day-to-day execution.
Support shared services transformation, including identification, hiring, onboarding, and development of team members as operational needs evolve.
Serve as an escalation point for complex employee and stakeholder issues, ensuring service levels and operational metrics meet or exceed expectations.
Execute an excellent associate service delivery experience aligned with enterprise strategy, culture, and values.
Document, map, and maintain end-to-end P&C operational processes using standard methodologies and tools.
Identify opportunities to simplify, standardize, automate, and optimize workflows through technology, automation, and AI.
Support the reimagining of P&C operational processes to enable scalability, efficiency, compliance, and improved employee experience.
Act as a change agent to drive innovation, continuous improvement, and adoption of new ways of working across P&C Operations.
Contribute to Zelis’ broader AI transformation by applying AI-first thinking to P&C programs, service delivery models, and operational workflows.
Stay informed on emerging HR technologies, automation, and AI capabilities, and apply relevant insights to local and global initiatives.
Define, analyze, monitor, and manage key operational KPIs, service levels, and performance metrics to ensure consistent, high-quality P&C service delivery.
Use data and insights to identify trends, risks, and improvement opportunities, and drive targeted actions to improve efficiency, quality, and employee experience.
Ensure operational metrics are reviewed regularly, performance gaps are addressed proactively, and results are communicated clearly to stakeholders.
Leverage KPI and service-level insights to inform process redesign, automation initiatives, and AI-enabled improvements.
Partner closely with the Global Operations team in Hyderabad, India to enable seamless Tier 1 and Tier 2 service delivery.
Support alignment of processes, service standards, and performance expectations across US and Global Operations teams.
Collaborate on work transitions, capacity planning, knowledge transfer, and continuous improvement initiatives to support scalability and consistency.
Strengthen global ways of working through clear governance, communication, and shared accountability for outcomes.
Review, update, and implement standard operating procedures with appropriate communication and governance.
Analyze process breakdowns, identify root causes, and ensure lessons learned are incorporated into improved designs.
Partner with P&C Technology, Operations, and COEs to support testing, implementation, stabilization, and adoption of new tools, features, and solutions.
Support work and scope transitions to and from Operations, partnering with COEs and Global Operations to enable centralization and scale.

Benefits

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection.
The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

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