People Operations Manager

Jefferson Health Plans•Philadelphia, PA

4d•Onsite

About The Position

The People Operations Manager is a key leader within the HR Shared Services function, responsible for overseeing the day-to-day delivery of high-volume, transactional HR services across the employee lifecycle. This role leads one or more functional teams (e.g., onboarding, HR data management, leave of absence administration, compliance, or HR contact center) and ensures services are delivered accurately, efficiently, and in compliance with organizational policies and regulatory requirements. This role translates HR strategy into operational excellence by driving team performance, optimizing processes, and enhancing the employee and manager experience. The People Operations Manager serves as a critical link between frontline service delivery teams, HR Centers of Excellence (COEs), HR Business Partners, and HR technology platforms to ensure seamless and consistent service execution at scale.

Requirements

High School Diploma/GED
5 years to 8 years of progressive HR experience
2 years to 4 years of experience in HR Shared Services, HR Operations, or service delivery environments
Strong understanding of HR processes across the employee lifecycle (onboarding, data management, leave, compliance, and employee inquiries)
Proven ability to lead teams, manage performance, and drive operational results
Experience with HR systems (e.g., Workday) and case management platforms
Strong analytical and problem-solving skills, with the ability to leverage data for decision-making
Excellent communication, stakeholder management, and customer service skills
Ability to manage multiple priorities in a fast-paced, high-volume environment
High attention to detail, accuracy, and commitment to compliance

Nice To Haves

Bachelor’s Degree in Human Resources, Business Administration, or related field preferred
Prior experience leading teams in a high-volume, transactional or contact center environment preferred

Responsibilities

Lead the day-to-day operations of assigned People Operations teams, ensuring timely, accurate, and compliant delivery of HR services across onboarding, data transactions, leave administration, compliance, or contact center functions
Oversee intake, case management, escalation, and resolution processes to ensure consistent and high-quality service delivery
Ensure adherence to service level agreements (SLAs), policies, and regulatory requirements across all supported services
Manage, coach, and develop a team of HR professionals; set clear expectations and foster a high-performance, service-oriented culture
Monitor team productivity, quality, and customer satisfaction metrics; provide regular feedback and implement performance improvement actions
Identify and implement process improvements to enhance efficiency, reduce cycle times, and improve the employee experience
Support workforce planning, scheduling, and capacity management to align staffing with service demand and seasonal volume fluctuations
Drive cross-training, resource flexibility, and operational readiness to ensure continuity and scalability of services
Serve as an escalation point for complex or sensitive employee issues, ensuring timely and appropriate resolution
Partner with HR Business Partners, Centers of Excellence, and cross-functional teams to ensure seamless, end-to-end service delivery and alignment on priorities