Key Responsibilities
1. Process Architecture & Design (Primary Accountability)
Own end-to-end design of HR service processes across key workflows:
onboarding and preboarding
leave of absence (LOA)
employee relations (ER) workflows
HR case management
workforce and employment lifecycle processes
Define process flows, roles, handoffs, and escalation paths across:
HR Operations
HR Business Partners
Centers of Excellence
vendors and external partners
Ensure consistency and scalability of processes across the organization
2. Governance & Control Framework
Establish and maintain a governance model for HR processes, including:
process ownership
decision rights
change control
escalation management
Define and embed control points within processes to support:
I-9 compliance
background checks and adverse action
LOA compliance
FLSA classification and audit processes
Partner with Legal, Compliance, and Total Rewards to ensure regulatory alignment and audit readiness
3. Service Model & Demand Reduction
Define and maintain the HR service catalog, including:
service ownership
service tiers (self-service, HR Ops, COEs)
service expectations and SLAs
Identify and reduce demand drivers by:
improving process clarity
reducing repetitive inquiries
enabling self-service and knowledge access
Partner with HR Shared Services and HR Technology to improve intake, routing, and service delivery effectiveness
4. Data, Metrics & Process Performance
Define process performance metrics, including:
cycle time
throughput
SLA adherence
error rates and rework
Partner with People Analytics to:
identify root causes of process inefficiencies
monitor trends and performance
support development of predictive insights
Support implementation of operational monitoring tools (e.g., SPC dashboards) to identify emerging issues and opportunities
5. Technology & Workflow Alignment
Partner with HR Technology and IT to ensure:
Workday workflows align with process design
automation opportunities are identified and implemented (e.g., Workato)
system integrations support end-to-end process visibility
Ensure that process design drives system configuration and not the reverse
Support alignment with enterprise platforms such as eGain and ESE where applicable
6. Knowledge Management & Process Documentation
Lead the development and maintenance of structured process documentation within eGain
Ensure documentation supports:
employee and manager self-service
consistent service delivery
training and onboarding of HR team members
Continuously improve knowledge content to reduce case volume and improve user experience
7. Cross-Functional Partnership
Partner with key HR leaders to support business outcomes:
Organizational Development (operating model alignment)
Talent Acquisition (onboarding, hiring scalability)
Employee Relations (case management, compliance)
Total Rewards (benefits and compensation workflows, cost visibility)
Collaborate with Finance and IT to align process design with cost management and system capabilities
Serve as a central point of coordination for cross-functional HR process alignment
Required Qualifications
Bachelor’s degree in Business Administration, Operations, Healthcare, or related field, or equivalent experience
7+ years of experience in HR operations, process design, business operations, or related roles
Demonstrated experience designing and improving complex, cross-functional processes
Strong understanding of HR service delivery, employee lifecycle processes, and operational workflows
Experience working with HR systems (e.g., Workday) and process documentation tools
Strong analytical and problem-solving skills with the ability to translate complexity into clear process design
Ability to lead through ambiguity and build structure in evolving environments
Excellent communication and stakeholder management skills
Must adhere to a hybrid work model which consists of reporting to our 100 Church Street, NYC office every Tuesday/Wednesday/Thursday
Preferred Qualifications
Experience in healthcare or regulated industries
Experience working in HR shared services or service delivery environments
Experience with process improvement methodologies (Lean, Six Sigma)
Experience with knowledge management platforms (e.g., eGain)
Experience working with workflow automation tools or integrations
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.
If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC.
All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.
Hiring Range*:
Greater New York City Area (NY, NJ, CT residents): $122,900 - $188,020
All Other Locations (within approved locations): $105,100 - $160,480
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.