People Operations Manager

Thomas-Jefferson-University-; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plans

Tuition assistance

Job summary

Thomas Jefferson University in Philadelphia seeks a People Operations Manager to lead HR Shared Services, overseeing onboarding, data transactions, leave administration, compliance, and the HR contact center.

You will drive operational excellence, manage teams, and partner with COEs, HRBPs, and technology platforms to deliver accurate, scalable HR services and a superior employee experience.

Qualifications

• 5–8 years of progressive HR experience.

Responsibilities

• Lead day-to-day operations of People Operations teams to ensure timely, accurate, and compliant HR services.
• Oversee intake, case management, escalation, and resolution processes.
• Ensure adherence to service level agreements (SLAs) and regulatory requirements.
• Coach and develop HR professionals; foster a high-performance, service-oriented culture.
• Partner with HR Business Partners, COEs, and cross-functional teams for end-to-end delivery.

Skills

Team leadership

HR operations

Customer service

Stakeholder management

Communication

Data-driven decision making

Education

Bachelor’s Degree in HR, Business Administration, or related field

Tools

Workday

Case management platforms

Job description

Job DetailsThe 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 DescriptionSummaryThe 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 DutiesLead 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 functionsOversee intake, case management, escalation, and resolution processes to ensure consistent and high-quality service deliveryEnsure adherence to service level agreements (SLAs), policies, and regulatory requirements across all supported servicesManage, coach, and develop a team of HR professionals; set clear expectations and foster a high-performance, service-oriented cultureMonitor team productivity, quality, and customer satisfaction metrics; provide regular feedback and implement performance improvement actionsIdentify and implement process improvements to enhance efficiency, reduce cycle times, and improve the employee experienceSupport workforce planning, scheduling, and capacity management to align staffing with service demand and seasonal volume fluctuationsDrive cross-training, resource flexibility, and operational readiness to ensure continuity and scalability of servicesServe as an escalation point for complex or sensitive employee issues, ensuring timely and appropriate resolutionPartner with HR Business Partners, Centers of Excellence, and cross-functional teams to ensure seamless, end-to-end service delivery and alignment on prioritiesMinimum QualificationsHigh School Diploma/GED5 years to 8 years of progressive HR experience and2 years to 4 years of experience in HR Shared Services, HR Operations, or service delivery environmentsStrong 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 resultsExperience with HR systems (e.g., Workday) and case management platformsStrong analytical and problem-solving skills, with the ability to leverage data for decision-makingExcellent communication, stakeholder management, and customer service skillsAbility to manage multiple priorities in a fast-paced, high-volume environmentHigh attention to detail, accuracy, and commitment to compliancePreferred QualificationsBachelor’s Degree in Human Resources, Business Administration, or related field preferredPrior experience leading teams in a high-volume, transactional or contact center environment preferredAdditional QualificationsPhysical DemandsLift 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.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.Work ShiftWorkday Day (United States of America)Worker Sub TypeRegularEmployee EntityPrimary Location Address1101 Market, Philadelphia, Pennsylvania, United States of AmericaNationally 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.BenefitsJefferson 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. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.