People Ops Process Transformation Lead

Mercury Insurance Services, LLC•Remote,

2d•$82,773 - $204,439•Remote

About The Position

Mercury is building a modern People Operations, Tech & Analytics capability to make People work simpler, faster, and more strategic. The Process & Operations Program Manager will build the operating system behind that ambition by creating visibility into current work, identifying process friction and risk, and leading the redesign and implementation of better ways of working. The role owns the People Team process inventory, prioritizes improvement opportunities, establishes delivery mechanisms, and leads operational programs from discovery through adoption. This hands-on role combines strategic and detailed work, including facilitating conversations with leaders, mapping end-to-end workflows, creating implementation plans, documenting processes, and measuring whether changes are working. The successful candidate will be a structured, curious operator who enjoys building new capabilities and making it easier for others to do their best work. The position has state-specific pay scales. Listed ranges include $101,167–$204,439 for NJ, NY, WA, HI, AK, MD, CT, RI, and MA; $91,970–$185,853 for NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, and ME; and $82,773–$167,268 for UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, and WV. In California, the typical hiring range is $137,523–$168,083. The expected base salary varies depending on relevant experience, skills, and location. An in-person interview may be required during the hiring process.

Requirements

Bachelor’s degree in business, operations, organizational effectiveness, human resources, project management, or a related field.
5–7+ years of experience in People operations, People program management, HR service delivery, HR technology, People analytics, employee lifecycle processes, or a related field.
Demonstrated experience documenting, redesigning, and implementing end-to-end workflows in a complex organization.
Demonstrated experience leading cross-functional initiatives requiring structured problem solving, stakeholder alignment, and implementation discipline.
Experience defining success measures, establishing baselines, and using data or feedback to evaluate impact.
Experience creating high-quality operating documentation, playbooks, governance materials, or implementation collateral.
Ability to move fluidly between strategic, tactical, and operational levels.
Strong facilitation skills and ability to create alignment across stakeholders with different perspectives and priorities.
Highly organized, reliable, detail-oriented, and comfortable managing multiple workstreams without losing the thread.
Strong process-mapping, prioritization, project-planning, risk-management, and change-enablement skills.
Clear and concise writing skills, with care for practical, polished documentation.
Comfort using data, collaboration tools, AI tools, and project-management tools to improve personal and team productivity.
Ability to operate effectively in ambiguity, build structure where little exists, and make progress without waiting for perfect information.
Demonstrated judgment, discretion, and respect for confidential People information.

Nice To Haves

Consulting, continuous improvement, service design, systems thinking, or change-management experience.

Responsibilities

Build and maintain an inventory of People Team processes, services, systems, owners, handoffs, pain points, volumes, risks, and performance measures.
Lead current-state assessments, workflow mapping, service-journey reviews, and root-cause analysis across People processes.
Identify and prioritize opportunities based on business impact, team-member experience, risk, cycle time, effort, scalability, and readiness.
Design future-state processes with clear roles, decision rights, handoffs, controls, service expectations, and success measures.
Recommend where work should be simplified, standardized, automated, self-served, centralized, or supported through AI-enabled tools.
Partner with process owners and subject-matter experts to validate designs and translate broad goals into practical operating changes.
Lead cross-functional operational programs from definition through implementation, including scope, milestones, dependencies, risks, decisions, and stakeholder alignment.
Establish and operate a lightweight PMO rhythm for priority People Operations initiatives, with clear roadmaps, status reporting, action tracking, and escalation paths.
Coordinate work across People Operations, HR Tech, Analytics, People Business Partners, Talent Acquisition, Total Rewards, Work Design & Innovation, Finance, and other partners as appropriate.
Support major team priorities such as the HRIS replacement, the People Team shared front door, service-model improvements, process automation, and operational readiness for new locations or programs.
Lead pilots through implementation, including communications, training, enablement, feedback loops, and transition to the ongoing process owner.
Create and maintain process documentation, standard operating procedures, playbooks, checklists, decision records, role descriptions, and knowledge resources.
Establish practical governance so documentation remains current, discoverable, and connected to the systems and teams that use it.
Define baselines and measures for friction, cycle time, quality, adoption, service effectiveness, and hours saved.
Track adoption and outcomes after launch; use data and feedback to recommend what to refine, scale, automate, or retire.
Build repeatable methods, templates, and tools that raise the quality and consistency of process improvement work across the People Team.

Benefits

Competitive compensation and bonus potential.
Paid time off, including vacation time, sick time, nine paid company holidays, and volunteer hours.
Incentive bonus programs, with potential holiday, referral, and performance-based bonuses.
Medical, dental, vision, life, and pet insurance.
401(k) retirement savings plan with company match.
Education assistance.
Professional and personal development opportunities.
Company recognition program.
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions and child and eldercare resources.
Flexibility to work from anywhere in the United States for most positions.
Promotional opportunities.
Engaging work environment.