Sr Manager, HR Operational Excellence

UGI Corporation•Upper Merion Township, PA

23h•$125,600 - $184,400•Remote

About The Position

The Sr. Manager, HR Operational Excellence leads the design, validation, and sustainment of optimized processes and technology solutions within UGI's HR Shared Services organization. This role drives continuous improvement through structured analysis, automation, hands-on quality assurance, and disciplined change enablement—ensuring that improvements to HR processes, tools, and services deliver measurable outcomes and are adopted across the organization. The Sr. Manager owns service delivery performance reporting, partners broadly across HR and the business to surface and prioritize improvement opportunities, and translates those opportunities into executed solutions that elevate the employee experience and scale HR capacity.

Requirements

Strong process analysis skills with the ability to identify inefficiencies, design optimized solutions, and drive implementation through influence rather than authority
Demonstrated experience identifying and executing automation opportunities—evaluating tools, defining requirements, and partnering with technical teams to move solutions from concept to production.
Demonstrated experience in quality assurance and testing—including UAT coordination for technology implementations—with the ability to design test scenarios, track defects, and validate outcomes.
Analytical mindset with the ability to build and maintain operational performance frameworks, translate metrics into actionable insights, and present service health data to HR leadership.
Strong change management and communications skills; ability to develop structured stakeholder communication plans and training approaches that drive adoption across a complex, matrixed organization.
Excellent written and oral communication skills; ability to translate complex process and technology concepts into clear, actionable terms for diverse audiences.
Proven ability to build relationships, manage stakeholders, and maintain forward momentum on multiple concurrent initiatives without formal project authority.
Bachelor’s degree in the fields human resources or business administration is preferred.
5+ Years of Project Management or Continuous improvement role. Experience as a business analyst a plus.
Experience with HR Technology like SAP SuccessFactors and ServiceNow. Experience in an HR Service Center environment a plus.

Nice To Haves

Experience as a business analyst a plus.
Experience in an HR Service Center environment a plus.

Responsibilities

Partners with HR leadership and cross-functional stakeholders to identify, prioritize, and sponsor improvement opportunities across HR Shared Services. Uses analytics and performance data to build the business case for change and surfaces insights that inform decisions about where to invest improvement effort.
Leads cross-functional teams through structured process analysis—including stakeholder interviews, process mapping, and data review—to identify inefficiencies and design optimized future-state solutions. Facilitates blue-sky sessions, defines technical requirements in partnership with HRIS and technology teams, and applies lean principles to eliminate redundancies and improve effectiveness.
Identifies and drives automation opportunities across HR operations, with a focus on reducing manual effort, improving data integrity, and scaling service capacity without adding headcount. Partners with HRIS and technology teams to evaluate tools, define requirements, and move automation initiatives from concept to production—prioritizing the highest-impact targets across the HR Operations portfolio.
Owns QA and testing activities across both process and technology initiatives, ensuring new or redesigned solutions meet defined quality standards before go-live. Coordinates user acceptance testing (UAT) for HR technology implementations, documents test scenarios, tracks defects, and validates that changes perform as intended in production environments.
Owns the operational performance framework for HR Operations, including SLA tracking, tier resolution metrics, volume trends, and escalation patterns. Produces and maintains reporting that enables HR leadership to monitor service health, identify degradation early, and make informed resourcing and prioritization decisions. Serves as the connective tissue between operational data and continuous improvement action.
Leads the change management and internal communications strategy for HR Operations improvements—developing structured stakeholder communication plans, training approaches, and feedback mechanisms to drive adoption and sustain behavior change. Ensures that process, technology, and service changes land effectively across all employee populations and business units.