Senior HR Process & Service Design Manager | Hybrid NY

About the role

The Senior HR Process & Service Design Manager is responsible for defining, designing, and governing how HR services are delivered across Healthfirst. This role serves as the central owner of HR service workflows, process standards, and operational governance, ensuring that HR processes are scalable, compliant, and aligned to business needs.

Responsibilities

• 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
• Governance & Control Framework
• Establish and maintain a governance model for HR processes, including:
• process ownership
• decision rights
• change controls
• 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
• 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
• 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
• Support alignment with enterprise platforms such as eGain and ESE where applicable
• 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
• 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

Requirements

• 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
• Able 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

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

Benefits

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).