Senior HR Process & Service Design Manager | Hybrid NY

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. The Senior HR Process & Service Design Manager partners closely with HR Operations, HR Technology, People Analytics, Total Rewards, and HR Centers of Excellence to translate strategy into clear, executable processes that improve employee experience, reduce demand, and strengthen operational performance. This role is a critical component of Healthfirst’s evolving HR Operating System and will play a key role in building the foundation for self-service, automation, and data-driven decision-making across HR.Key Responsibilities Process Architecture & Design (Primary Accountability)Own end-to-end design of HR service processes across key workflows:onboarding and preboardingleave of absence (LOA)employee relations (ER) workflowsHR case managementworkforce and employment lifecycle processesDefine process flows, roles, handoffs, and escalation paths across:HR OperationsHR Business PartnersCenters of Excellencevendors and external partnersEnsure consistency and scalability of processes across the organization Governance & Control FrameworkEstablish and maintain a governance model for HR processes, including:process ownershipdecision rightschange controlescalation managementDefine and embed control points within processes to support:I-9 compliancebackground checks and adverse actionLOA complianceFLSA classification and audit processesPartner with Legal, Compliance, and Total Rewards to ensure regulatory alignment and audit readiness Service Model & Demand ReductionDefine and maintain the HR service catalog, including:service ownershipservice tiers (self-service, HR Ops, COEs)service expectations and SLAsIdentify and reduce demand drivers by:improving process clarityreducing repetitive inquiriesenabling self-service and knowledge accessPartner with HR Shared Services and HR Technology to improve intake, routing, and service delivery effectiveness Data, Metrics & Process PerformanceDefine process performance metrics, including:cycle timethroughputSLA adherenceerror rates and reworkPartner with People Analytics to:identify root causes of process inefficienciesmonitor trends and performancesupport development of predictive insightsSupport implementation of operational monitoring tools (e.g., SPC dashboards) to identify emerging issues and opportunities Technology & Workflow AlignmentPartner with HR Technology and IT to ensure:Workday workflows align with process designautomation opportunities are identified and implemented (e.g., Workato)system integrations support end-to-end process visibilityEnsure that process design drives system configuration and not the reverseSupport alignment with enterprise platforms such as eGain and ESE where applicable Knowledge Management & Process DocumentationLead the development and maintenance of structured process documentation within eGainEnsure documentation supports:employee and manager self-serviceconsistent service deliverytraining and onboarding of HR team membersContinuously improve knowledge content to reduce case volume and improve user experience Cross-Functional PartnershipPartner 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 capabilitiesServe as a central point of coordination for cross-functional HR process alignmentRequired QualificationsBachelor’s degree in Business Administration, Operations, Healthcare, or related field, or equivalent experience7+ years of experience in HR operations, process design, business operations, or related rolesDemonstrated experience designing and improving complex, cross-functional processesStrong understanding of HR service delivery, employee lifecycle processes, and operational workflowsExperience working with HR systems (e.g., Workday) and process documentation toolsStrong analytical and problem-solving skills with the ability to translate complexity into clear process designAbility to lead through ambiguity and build structure in evolving environmentsExcellent communication and stakeholder management skillsMust adhere to a hybrid work model which consists of reporting to our 100 Church Street, NYC office every Tuesday/Wednesday/ThursdayPreferred QualificationsExperience in healthcare or regulated industriesExperience working in HR shared services or service delivery environmentsExperience with process improvement methodologies (Lean, Six Sigma)Experience with knowledge management platforms (e.g., eGain)Experience working with workflow automation tools or integrationsHiring Range*:Greater New York City Area (NY, NJ, CT residents): $122,900 - $188,020All Other Locations (within approved locations): $105,100 - $160,480As 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.