HR Service Operations Director: Digital Excellence

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

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