Director, People Operations

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:

The Director of People Operations is responsible for leading the enterprise People Operations function, including the People Operations team, HR service delivery, and the strategy, governance, and execution of global HR operational processes enabled through Oracle HCM and the ServiceNow HR Service Delivery platform. This role oversees employee lifecycle administration, HR data management, case management, ticket processing, and service delivery operations, ensuring accurate associate data, timely resolution of employee inquiries, regulatory compliance, and an exceptional employee and manager experience.

The Director serves as the business owner for the ServiceNow HR Service Delivery platform, partnering closely with HR Technology to define the platform roadmap and continuously enhance capabilities through workflow automation, AI-enabled solutions, self-service, knowledge management, and digital service delivery. The role is accountable for maintaining Oracle HCM data integrity, driving operational excellence through workforce analytics and performance metrics, and leading continuous process improvement initiatives that increase efficiency, improve service delivery, and support organizational growth.

Duties and Responsibilities:

• People Operations Leadership:
  • Build, mentor, and lead a high-performing People Operations team, fostering a culture of accountability, and innovation.
  • Lead the design, implementation, and continuous improvement of operational processes and service delivery models.
  • Drive operational excellence initiatives focused on efficiency, scalability, accuracy, and employee experience.
  • Establish and monitor operational KPIs including SLAs, case resolution, customer satisfaction, first-contact resolution, and service quality metrics.
  • Lead the People Operations operating model, including Shared Services, HR Operations, and service delivery functions to ensure scalable, consistent support across the enterprise.
• Employee Lifecycle Administration:
  • Oversee end-to-end transactions including onboarding, job changes, promotions, transfers, leaves, compensation changes, and offboarding.
  • Ensure proper documentation, process adherence, and compliance throughout the employee lifecycle.
  • Establish service-level agreements and performance metrics.
  • Drive automation and employee experience improvements.
  • Partner with HR Business Partners and Centers of Excellence to continuously improve the end-to-end employee experience through streamlined processes and digital capabilities.
  • Establish and monitor People data quality standards and controls.
  • Support M&A integration, restructuring, and organizational change initiatives.
• Compliance, Audit & Risk Management :
  • Ensure compliance with federal, state, and international employment regulations.
  • Lead internal and external audits related to People processes and records management.
  • Partner with Legal, Compliance, and Payroll to mitigate risks.
• People Technology & Systems :
  • Partner with IT and HRIT on upgrades, integrations, testing, automation, and configuration enhancements.
  • Serve as Product Owner Support for the ServiceNow HR Service Delivery platform in partnership with HR Technology establishing the platform roadmap, prioritizing enhancements, and ensuring successful delivery of new capabilities.
  • Oversee vendor relationships, platform governance, release management, testing, adoption, and change management for People Operations technology solutions.
  • Partner with Technology to evaluate and implement new platform capabilities that improve efficiency, reduce manual work, and enhance the employee experience.
  • Lead the continuous enhancement of ServiceNow capabilities, including AI-enabled experiences, case management, knowledge management, workflow automation, employee self-service, and manager self-service.
• Other Responsibilities:
  • Maintain compliance with Inovalon's policies, procedures, and mission statement.
  • Adhere to all confidentiality and HIPAA requirements in accordance with Inovalon Operating Policies and Procedures.
  • Fulfill additional responsibilities reasonably assigned to support the operational and financial success of Inovalon.

Job Requirements:

• 10+ years of progressive HR experience.
• 5+ years leading People Operations, HR Shared Services, HR Operations, HRIS, or HR Service Delivery organizations with responsibility for operational excellence, technology enablement, and customer experience.
• Proficient or higher skills in HRIS platforms and tools (Oracle HCM preferred)
• Intermediate or higher proficiency in PowerPoint and Excel
• Excellent interpersonal, oral, and written communication skills
• Highly organized, detail-orientated, and results-driven follow-up and follow-through abilities
• Strong judgment, problem-solving, and analytical skills
• Willingness to do the hands-on work

Education:

• Bachelor’s degree required

Physical Demands and Work Environment: 

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions
• Subject to inside environmental conditions; and
• Travel for this position may be moderate with visits to Employer office locations as well as other general related (e.g. conferences, management related) travel.

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range $132,000—$185,000 USD

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles. 

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth. 

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement. 

To review the legal requirements, including all labor law posters, please visit this link

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