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. Job Duties 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 Minimum Qualifications 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 Preferred Qualifications 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 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 Work Shift Workday Day (United States of America) Work Location Primary Location Address 1101 Market, Philadelphia, Pennsylvania, United States of America Job Description Disclaimer 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. Company Overview Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years. Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. Benefits Benefits Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. Company Culture If you are enthusiastic, caring and dedicated to service excellence, we invite you to consider joining Jefferson. Jefferson encourages its employees to expand their knowledge and develop their careers through growth opportunities and continuing education. With a long standing history, Jefferson has been advancing the medical field from the heart of Center City Philadelphia for nearly 200 years. Our Mission, We Improve Lives, expands to every corner of the organization. From our weekly farmer’s market, to our new Jefferson Accelerator Zone for innovation, our employees’ passion for the community is evident by the daily gestures towards our patients, students and each other. #J-18808-Ljbffr Thomas Jefferson University Hospitals, Inc.