People Operations Manager

Job Description Summary

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.

• 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

• High School Diploma/GED
• 5 years to 8 years of progressive HR experience and 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

• 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

• Physical Demands Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use,
  * patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR

Work Shift Workday Day (United States of America)

Primary Location Address 1101 Market, Philadelphia, Pennsylvania, United States of America

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.