Manager, US P&C Operations

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 P&C 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.

Essential Duties and Functions

People Leadership & Operational Management

• Lead, coach, and develop US P&C Enablement 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.

Process Excellence, Automation & AI Enablement

• 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.

Operational Performance, KPIs & Service Levels

• 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.

Global Operations Partnership

• 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…