People Operations Process Architect

Mercury Insurance Services, LLC; United States; Remote; USD 101,000 - 204,000; Full time

Benefits offered by this job

Competitive compensation

Remote work (US)

Paid time off

Bonus programs

Health insurance

401(k) with match

Education assistance

Professional development

Wellbeing resources

Job summary

Mercury Insurance Services, LLC is seeking a Process & Operations Program Manager to help build the operating system behind a modern People Operations, Tech & Analytics capability.

This role will map current workflows, inventory People Team processes, and lead cross-functional programs from discovery through adoption, balancing strategic thinking with hands-on execution to reduce friction and enable scale across the organization.

Qualifications

• Bachelor’s degree in business, operations, organizational effectiveness, human resources, project management, or a related field.
• 5–7+ years of experience in People operations, People program management, HR service delivery, HR technology, People analytics, or related field.
• Experience documenting, redesigning, and implementing end-to-end workflows in a complex organization.
• Experience leading cross-functional initiatives that require structured problem solving, stakeholder alignment, and implementation discipline.
• Experience defining success measures, establishing baselines, and using data or feedback to evaluate impact.
• Experience creating high-quality operating documentation, playbooks, governance materials, or implementation collateral.

Responsibilities

• Build and maintain inventory of People Team processes, services, systems, owners, handoffs, pain points, volumes, risks, and performance measures.
• Lead current-state assessments, workflow mapping, service-journey reviews, and root-cause analysis across People processes.
• Identify and prioritize opportunities based on business impact, team-member experience, risk, cycle time, effort, scalability, and readiness.
• Design future-state processes with clear roles, decision rights, handoffs, controls, service expectations, and success measures.
• Recommend where work should be simplified, standardized, automated, self‑served, centralized, or supported through AI‑enabled tools.
• Partner with process owners and subject‑matter experts to validate designs and translate broad goals into practical operating changes.
• Lead cross-functional operational programs from definition through implementation, including scope, milestones, dependencies, risks, decisions, and stakeholder alignment.
• Establish and operate a lightweight PMO rhythm for priority People Operations initiatives, with clear roadmaps, status reporting, action tracking, and escalation paths.
• Coordinate work across People Operations, HR Tech, Analytics, People Business Partners, Talent Acquisition, Total Rewards, Work Design & Innovation, Finance, and other partners as appropriate.
• Support major team priorities such as the HRIS replacement, the People Team shared front door, service-model improvements, process automation, and operational readiness for new locations or programs.
• Lead pilots through implementation, including communications, training, enablement, feedback loops, and transition to the ongoing process owner.
• Create and maintain clear process documentation, standard operating procedures, playbooks, checklists, decision records, role descriptions, and knowledge resources.
• Establish practical governance so documentation remains current, discoverable, and connected to the systems and teams that use it.
• Define baselines and measures for friction, cycle time, quality, adoption, service effectiveness, and hours saved.
• Track adoption and outcomes after launch; use data and feedback to refine, scale, automate, or retire.
• Build repeatable methods, templates, and tools that raise the quality and consistency of process improvement work across the People Team.
• Mercury has a credible, usable inventory of priority People processes and clear ownership for each.
• The team has a transparent roadmap for process improvement and operational programs.
• Priority workflows are simpler, better documented, measurable, and easier for team members and leaders to navigate.
• New processes are adopted and sustained—not merely designed or launched.
• Leaders can see progress, tradeoffs, risks, and measurable impact across the operational portfolio.

Skills

Process mapping

Stakeholder alignment

Facilitation

Change management

Data analysis

Education

Bachelor’s degree

Job description

Mercury Insurance Services, LLC is seeking a Process & Operations Program Manager to help build the operating system behind a modern People Operations, Tech & Analytics capability.

This role will map current workflows, inventory People Team processes, and lead cross-functional programs from discovery through adoption, balancing strategic thinking with hands-on execution to reduce friction and enable scale across the organization.