Head of HR Operations: Shared Services & Automation

Presbyterian Healthcare Services; United States; On-site; USD 94,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Wellness program

Job summary

Presbyterian Healthcare Services in Albuquerque, NM, is seeking a Manager, HR Operations – Shared Services to lead centralized HR service delivery. The role drives standardized processes, automation, and data-driven insights using Workday, HR ticketing, and AI tools to improve the employee experience and service levels.

The successful candidate will coach a high-performing team, implement process improvements, and ensure compliance with applicable laws and reporting obligations while partnering

Qualifications

• Bachelor’s degree in HR, Business, Organizational Development, Project Management, Process Improvement, or a related field.
• Five years of broad HR experience, including three years in HR operations or Shared Services leadership; experience in a large organization preferred.
• Proficiency with Workday, Microsoft 365, AI tools such as Copilot, and HR ticketing and case management systems.
• Strong knowledge of HR practices, employment law, policies, regulatory compliance, and survey readiness.
• Demonstrated success using data, service metrics, project management, and process improvement to increase efficiency, reduce costs, and enhance service delivery.
• Lean or Six Sigma experience preferred.

Responsibilities

• Lead HR Shared Services operations, including AskHR support, employee records and transactions, offboarding, HR policy administration, tuition reimbursement, employee recognition, and related programs.
• Establish standardized processes, tiered support, service levels, and escalation paths that deliver timely, accurate, and consistent HR services.
• Leverage Workday and HR ticketing and case management systems to manage workflows, strengthen data integrity, improve case resolution, and support system enhancements, testing, and integrations.
• Advance employee and manager self-service through automation, knowledge content, AI-enabled tools, and conversational chat solutions.
• Build and maintain dashboards, service metrics, and workforce reporting that provide actionable insights to HR Business Partners and leadership; oversee required reporting, including the Affluent Action Plan, VETS submission, EEO-1, and California payroll reporting.
• Identify and implement process improvements that increase efficiency, quality, consistency, and the employee experience.
• Develop, implement, communicate, and continuously improve HR policies, procedures, and technologies in alignment with organizational objectives, applicable laws, and regulatory requirements; support ongoing HR compliance and survey readiness, including The Joint Commission.
• Monitor service quality, productivity, case trends, and team performance; resolve complex or escalated HR operational issues.
• Lead, coach, and develop a high-performing team focused on service excellence, accountability, and continuous improvement.
• Manage hiring, performance, employee relations, and other supervisory responsibilities; lead special projects as assigned.

Skills

HR operations

Data analytics

Stakeholder management

Process improvement

Problem solving

Education

Bachelor's degree in HR/Business or related field

Tools

Workday

Microsoft 365

Copilot AI tools

HR ticketing & case mgmt systems

Job description

Presbyterian Healthcare Services in Albuquerque, NM, is seeking a Manager, HR Operations – Shared Services to lead centralized HR service delivery. The role drives standardized processes, automation, and data-driven insights using Workday, HR ticketing, and AI tools to improve the employee experience and service levels.

The successful candidate will coach a high-performing team, implement process improvements, and ensure compliance with applicable laws and reporting obligations while partnering