Director HR Service Operations

Penn Medicine, University of Pennsylvania Health System; Bala Cynwyd (PA); On-site; USD 140,000 - 180,000; Full time

Job summary

Penn Medicine Bala Cynwyd is seeking a Director for HR Service Operations to lead the enterprise HR Service Center strategy, governance, digital enablement, and continuous improvement initiatives. You will oversee service delivery, analytics, knowledge management, and optimization efforts to enhance the employee experience across HR channels.

This role partners with HRIS, COEs, HRBPs, and operations leaders to drive scalable, efficient HR service delivery and operational excellence in a leading

Qualifications

• Bachelor's Degree required.
• 8–12 years HR operations, shared services, or service management leadership experience required.
• HR ServiceNow experience preferred.

Responsibilities

• Lead operational governance, service management, and operational excellence strategy across HRSC operations.
• Establish operational standards, governance routines, and service management frameworks.
• Ensure alignment between HR operating model, service delivery channels, and operational processes.
• Drive operational maturity and scalable service delivery capabilities.
• Oversee Tier 0 capabilities including portals, knowledge management, virtual agents, and self‑service tools.
• Partner with HR Tech Strategy and HRIS on digital enhancements and workflow automation.
• Own enterprise HRSC service metrics including SLAs, quality, CSAT, and efficiency.
• Lead operational reporting, analytics, and governance reviews.
• Identify trends and opportunities to improve operational performance.
• Lead HRSC operational excellence and continuous improvement initiatives.
• Support implementation of transformation priorities and service delivery enhancements.
• Drive process standardization, simplification, and optimization.
• Collaborate with COEs, HRBPs, HR Tech Strategy, HRIS, Operations, and Service Delivery leaders.
• Lead operational teams supporting service management, analytics, governance, and continuous improvement.
• Foster a culture focused on operational excellence and employee experience.

Education

Bachelor's Degree

8–12 years HR operations experience

Tools

HR ServiceNow

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services

Department: HR Operational Excellence

Location: Penn Medicine Bala Cynwyd- 2 Bala Plaza

Summary:

• The Director, HR Service Operations is responsible for leading enterprise HR Service Center operational strategy, governance, digital enablement, and continuous improvement initiatives supporting Tier 0 service delivery, service management, operational excellence, and employee experience optimization.
• This role oversees service operations strategy, quality of service delivery, knowledge management, digital support capabilities, governance frameworks, analytics, process optimization, and operational alignment across HR support channels. The Director partners closely with HRSC leadership, HR Operations, COEs, HRIS, HR Tech Strategy, analytics teams, and operational stakeholders to drive scalable, efficient, and employee-centered HR service delivery.

Responsibilities

HR Service Operations Strategy and Governance

• Lead operational governance, service management, and operational excellence strategy across HRSC operations.
• Establish operational standards, governance routines, and service management frameworks.
• Ensure alignment between HR operating model, service delivery channels, and operational processes.
• Drive operational maturity and scalable service delivery capabilities.

Digital Enablement and Tier 0 Optimization

• Oversee Tier 0 capabilities including portals, knowledge management, virtual agents, and self-service tools.
• Drive strategies to improve service deflection, digital adoption, and employee experience.
• Partner with HR Tech Strategy and HRIS and operational teams on digital enhancements and workflow automation.

Service Performance and Analytics

• Own enterprise HRSC service metrics including SLAs, quality, CSAT, operational efficiency, and deflection.
• Lead operational reporting, analytics, and governance reviews.
• Identify trends and opportunities to improve operational performance.

  Continuous Improvement and Transformation Support

  • Lead HRSC operational excellence and continuous improvement initiatives.
  • Support implementation of transformation priorities and service delivery enhancements.
  • Drive process standardization, simplification, and operational optimization.

  Cross-Functional Partnership and Leadership

  • Partner closely with COEs, HRBPs, HR Tech Strategy, HRIS, Operations, and Service Delivery leaders.
  • Lead operational teams supporting service management, analytics, governance, and continuous improvement.
  • Foster a culture focused on operational excellence and employee experience.

  Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.

  Other duties as assigned to support the unit, department, entity, and health system organization.

  Education or Equivalent Experience

  • Bachelor's Degree is required.
  • 8–12 years of HR operations, shared services, operational excellence, or service management leadership experience is required.
  • HR Service Now experience is preferred.

  We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

  Live Your Life's Work

  We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.