AVP, People Operations - Jefferson Enterprise

Job Details

The Assistant Vice President of People Operations is responsible to build, lead, and continuously optimize the Enterprise Human Resources operational infrastructure, providing strategic leadership to design, scale, and optimize HR shared services, driving operational excellence through best-practice service models, HR technology enablement, workforce development, and continuous process improvement. This role oversees HR service delivery, ensuring high service standards and operational efficiency to deliver consistent, efficient, and customer-focused employee experience that enables business objectives. The AVP will lead a team of HR professionals and collaborate with Human Resources business partners and other HR functional teams to drive excellence and continuous improvement in HR operations, ensuring regulatory adherence and policy governance, providing leadership with data-driven decision support, and overseeing end-to-end employee inquiry and case management. The AVP will play an integral role in the implementation and integration of platforms such as Workday, ServiceNow, and Genesys Automated Call Distribution, ensuring seamless employee experiences and efficient service resolution.

Job Description

• Design and govern a comprehensive knowledge management strategy that captures, curates, and distributes HR content for consistent service resolution; lead deployment and continuous improvement of Tier 0 self-service tools including chatbots, virtual avatars, FAQs, and knowledge bases to maximize first-contact resolution and reduce demand on higher-tier teams; measure and optimize Tier 0 adoption and customer satisfaction using analytics and user feedback; ensure Tier 0 tools integrate with Workday, ServiceNow, and Genesys ACD to deliver seamless handoffs to human agents when escalation is required; establish, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to drive accountability and continuous improvement; actively participate in the implementation, integration, and optimization of HR platforms including Workday, ServiceNow, Unily, and Genesys Automated Call Distribution (ACD).
• Establish and oversee enterprise-wide HR operating model, ensuring consistent, high-quality, and scalable HR support across all business units and geographies; develop, document, and maintain Standard Operating Procedures (SOPs) for all HR Operations center functions; drive process standardization, automation, and lean improvements to reduce cycle times, lower cost-to-serve, and improve quality; serve as escalation point for complex HR operational issues.
• Define and execute the vision for a high-performing HR Operations Center aligned to Enterprise objectives. lead transformation initiatives, including process redesign, technology implementations, and service delivery model optimization; develop multi-year roadmaps for HR Operations maturity, including capability building, technology enablement, and service excellence.
• Recruit, develop, and retain a high-performing, multi-disciplinary HR service team; set clear performance expectations, mentor leaders, and create a culture of collaboration, accountability, and service excellence.
Collaborate with other HR Centers of Excellence, business leaders, and external partners to align service offerings with organizational needs; serve as a trusted advisor on service design, workforce planning, and technology-enabled employee experiences; partner with IT, HRIS, and vendors to ensure systems support scalable workflows, data integrity, security, and seamless employee journeys.

Required Education and Experience:Qualifications

• Bachelor’s Degree Human Resources, Business Administration, Finance, or related field
• 10 years of progressive HR experience with 5+ years in a shared services or operations leadership role
• Demonstrated success in building teams, developing SOPs, and establishing SLAs.
• Strong strategic planning, change leadership, and program management capabilities.
• Expertise in knowledge management, chatbot and Tier 0 tool deployment, and service analytics.
• Excellent communication, stakeholder management, and vendor management skills.
• Experience implementing and leveraging Workday, ServiceNow, and Genesys ACD capabilities
Familiarity with data privacy and compliance regulations related to HR operations.

Preferred Qualifications

• Master’s Degree or equivalent experience
7 years in a shared services or operations leadership role

Physical Demands
Lift 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 Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America

Nationally 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.

Benefits

Jefferson 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.

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