Director, People Operations

Overview:

The Director of People Operations is responsible for leading the enterprise People Operations function, including the People Operations team, HR service delivery, and the strategy, governance, and execution of global HR operational processes enabled through Oracle HCM and the ServiceNow HR Service Delivery platform. This role oversees employee lifecycle administration, HR data management, case management, ticket processing, and service delivery operations, ensuring accurate associate data, timely resolution of employee inquiries, regulatory compliance, and an exceptional employee and manager experience.

The Director serves as the business owner for the ServiceNow HR Service Delivery platform, partnering closely with HR Technology to define the platform roadmap and continuously enhance capabilities through workflow automation, AI-enabled solutions, self-service, knowledge management, and digital service delivery. The role is accountable for maintaining Oracle HCM data integrity, driving operational excellence through workforce analytics and performance metrics, and leading continuous process improvement initiatives that increase efficiency, improve service delivery, and support organizational growth.

Duties and Responsibilities:

• People Operations Leadership:
  • Build, mentor, and lead a high-performing People Operations team, fostering a culture of accountability, and innovation.
  • Lead the design, implementation, and continuous improvement of operational processes and service delivery models.
  • Drive operational excellence initiatives focused on efficiency, scalability, accuracy, and employee experience.
  • Establish and monitor operational KPIs including SLAs, case resolution, customer satisfaction, first-contact resolution, and service quality metrics.
  • Lead the People Operations operating model, including Shared Services, HR Operations, and service delivery functions to ensure scalable, consistent support across the enterprise.
• Employee Lifecycle Administration:
  • Oversee end-to-end transactions including onboarding, job changes, promotions, transfers, leaves, compensation changes, and offboarding.
  • Ensure proper documentation, process adherence, and compliance throughout the employee lifecycle.
  • Establish service-level agreements and performance metrics.
  • Drive automation and employee experience improvements.
  • Partner with HR Business Partners and Centers of Excellence to continuously improve the end-to-end employee experience through streamlined processes and digital capabilities.
  • Establish and monitor People data quality standards and controls.
  • Support M&A integration, restructuring, and organizational change initiatives.
• Compliance, Audit & Risk Management:
  • Ensure compliance with federal, state, and international employment regulations.
  • Lead internal and external audits related to People processes and records management.
  • Partner with Legal, Compliance, and Payroll to mitigate risks.
• People Technology & Systems:
  • Partner with IT and HRIT on upgrades, integrations, testing, automation, and configuration enhancements.
  • Serve as Product Owner Support for the ServiceNow HR Service Delivery platform in partnership with HR Technology establishing the platform roadmap, prioritizing enhancements, and ensuring successful delivery of new capabilities.
  • Oversee vendor relationships, platform governance, release management, testing, adoption, and change management for People Operations technology solutions.
  • Partner with Technology to evaluate and implement new platform capabilities that improve efficiency, reduce manual work, and enhance the employee experience.
  • Lead the continuous enhancement of ServiceNow capabilities, including AI-enabled experiences, case management, knowledge management, workflow automation, employee self-service, and manager self-service.
• Other Responsibilities:
  • Maintain compliance with Inovalon's policies, procedures, and mission statement.
  • Adhere to all confidentiality and HIPAA requirements in accordance with Inovalon Operating Policies and Procedures.
  • Fulfill additional responsibilities reasonably assigned to support the operational and financial success of Inovalon.

Job Requirements:

• 10+ years of progressive HR experience.
• 5+ years leading People Operations, HR Shared Services, HR Operations, HRIS, or HR Service Delivery organizations with responsibility for operational excellence, technology enablement, and customer experience.
• Proficient or higher skills in HRIS platforms and tools (Oracle HCM preferred)
• Intermediate or higher proficiency in PowerPoint and Excel
• Excellent interpersonal, oral, and written communication skills
• Highly organized, detail-orientated, and results-driven follow-up and follow-through abilities
• Strong judgment, problem-solving, and analytical skills
• Willingness to do the hands-on work

Education:

• Bachelor’s degree required

Physical Demands and Work Environment: 

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions
• Subject to inside environmental conditions; and
• Travel for this position may be moderate with visits to Employer office locations as well as other general related (e.g. conferences, management related) travel.