Senior HR Process & Service Design Manager | Hybrid NY

📍 Job Overview

Job Title: Senior HR Process & Service Design Manager | Hybrid NY

Company: HealthFirst

Location: New York, NY, United States

Job Type: FULL_TIME

Category: Human Resources Operations / Process Design

Date Posted: 2026-04-29

Experience Level: 7+ Years

Remote Status: Hybrid

🚀 Role Summary

• Serve as the central owner of HR service workflows, process standards, and operational governance, ensuring scalable, compliant, and business-aligned HR processes.

• Drive the end-to-end design and continuous improvement of key HR service processes, including onboarding, leave of absence, employee relations, and case management.

• Establish and maintain a robust governance model for HR processes, including ownership, decision rights, change control, and escalation management.

• Define and optimize the HR service catalog to enhance employee experience, reduce demand on HR, and strengthen operational performance through self-service and automation.

• Partner closely with HR Operations, HR Technology, People Analytics, and Centers of Excellence to build Healthfirst’s evolving HR Operating System, enabling data-driven decision-making.

📝 Enhancement Note: This role is positioned as a strategic leader within HR Operations, focusing on the foundational design and governance of HR services. The emphasis on "evolving HR Operating System," "self-service," and "automation" indicates a forward-thinking approach to HR service delivery, requiring a candidate with strong process engineering and strategic thinking capabilities, not just transactional HR experience.

📈 Primary Responsibilities

• Own the end-to-end design, documentation, and optimization of HR service processes across critical workflows such as onboarding, preboarding, leave of absence (LOA), employee relations (ER), HR case management, and general workforce/employment lifecycle processes.

• Define detailed process flows, identify clear roles and responsibilities, establish effective handoffs, and map out escalation paths for HR Operations, HR Business Partners, Centers of Excellence (COEs), and external vendors.

• Develop and implement a comprehensive governance framework for HR processes, encompassing clear process ownership, defined decision rights, rigorous change control procedures, and effective escalation management protocols.

• Embed critical control points within HR processes to ensure compliance with regulations like I-9, background checks (including adverse action), LOA requirements, and FLSA classification audits, in close partnership with Legal, Compliance, and Total Rewards teams.

• Define and manage the HR service catalog, clearly outlining service ownership, service tiers (self-service, HR Ops, COEs), and Service Level Agreements (SLAs) to set clear expectations for internal stakeholders and employees.

• Proactively identify and drive initiatives to reduce demand on HR services by enhancing process clarity, minimizing repetitive inquiries, and promoting employee and manager self-service capabilities through robust knowledge management.

• Define key process performance metrics, including cycle time, throughput, SLA adherence, and error/rework rates, and collaborate with People Analytics to monitor trends, identify root causes of inefficiencies, and support predictive insights.

• Partner with HR Technology and IT to ensure HR system configurations, particularly in Workday, align with designed processes, identify and implement automation opportunities (e.g., via Workato), and ensure system integrations support end-to-end process visibility and efficiency.

• Lead the development and maintenance of structured process documentation within knowledge management platforms like eGain, ensuring documentation supports self-service, consistent service delivery, and effective training for HR team members.

• Foster strong cross-functional partnerships with key HR leaders and departments (Organizational Development, Talent Acquisition, Employee Relations, Total Rewards) as well as Finance and IT to align process design with business outcomes, cost management, and system capabilities.

📝 Enhancement Note: The responsibilities emphasize a strategic, design-led approach to HR operations. The explicit mention of specific HR workflows (onboarding, LOA, ER) and compliance areas (I-9, FLSA) indicates the need for deep HR functional knowledge integrated with process engineering expertise. The focus on "driving system configuration" rather than being driven by it highlights a critical requirement for influencing technology roadmaps.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Business Administration, Operations, Healthcare, or a related field, or equivalent practical experience.

Experience: Minimum of 7 years of progressive experience in HR operations, process design, business operations, or a closely related field.

Required Skills:

• Proven track record in designing, implementing, and improving complex, cross-functional HR or business processes.

• Deep understanding of HR service delivery models, employee lifecycle processes, and operational workflows within a large organization.

• Hands-on experience working with HR Information Systems (HRIS), particularly Workday, and proficiency in process documentation tools.

• Exceptional analytical and problem-solving skills, with a demonstrated ability to translate intricate business requirements into clear, actionable process designs.

• Demonstrated ability to lead and drive initiatives in ambiguous and evolving environments, establishing structure and clarity.

• Excellent verbal and written communication skills, with a strong ability to manage diverse stakeholders and influence outcomes.

Preferred Skills:

• Experience within the healthcare industry or other highly regulated sectors.

• Prior experience working within an HR shared services or dedicated service delivery environment.

• Familiarity with process improvement methodologies such as Lean or Six Sigma.

• Experience utilizing knowledge management platforms, specifically eGain.

• Hands-on experience with workflow automation tools or system integrations (e.g., Workato).

📝 Enhancement Note: The requirement for "7+ years of experience" combined with "designing and improving complex, cross-functional processes" and "leading through ambiguity" suggests this role is for a seasoned professional capable of strategic impact and independent execution, rather than an entry-level or mid-level operations specialist. The preference for Lean/Six Sigma and automation tools points towards a continuous improvement mindset.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate end-to-end process design examples, showcasing the ability to map complex workflows from initiation to completion, including roles, inputs, outputs, and decision points.

• Include case studies highlighting significant process improvements or redesign initiatives, quantifying the impact through metrics such as reduced cycle time, improved efficiency, cost savings, or enhanced employee experience.

• Showcase experience with implementing or optimizing HR systems (like Workday) to support redesigned processes, detailing how technology was leveraged to enable automation or improve data integrity.

Process Documentation:

• Provide examples of structured process documentation, such as flowcharts, Standard Operating Procedures (SOPs), or knowledge base articles, created for HR or business operations.

• Illustrate how process documentation was developed to support employee/manager self-service, facilitate consistent service delivery, and aid in the training and onboarding of operational teams.

• Detail instances where process documentation was used to measure and analyze operational performance, identify bottlenecks, or drive continuous improvement efforts.

📝 Enhancement Note: For a role focused on "Process & Service Design," a portfolio is critical. Candidates should prepare to present detailed case studies that not only outline the "as-is" and "to-be" processes but also clearly articulate the problem statement, the proposed solution, the implementation challenges, and the measurable outcomes. Portfolio evidence should strongly reflect experience with HR-specific workflows and compliance.

💵 Compensation & Benefits

Salary Range:

• Greater New York City Area (NY, NJ, CT residents): $122,900 - $188,020 annually

• All Other Locations (within approved locations): $105,100 - $160,480 annually

Explanation of Range: The provided salary ranges are based on Healthfirst's internal compensation structure, considering the role's seniority (Senior Manager), the specific responsibilities related to strategic HR process and service design, and the cost of living in the Greater New York City Area versus other approved locations. The higher end of the range reflects extensive experience, specialized skills in process engineering and HR operations, and the ability to drive significant operational improvements.

Benefits:

• Comprehensive Medical Coverage: Access to robust health insurance plans.

• Dental Coverage: Dental insurance options to support oral health.

• Vision Coverage: Vision care benefits for eye health.

• Incentive Programs: Opportunities for performance-based bonuses or rewards.

• Recognition Programs: Formal and informal recognition for contributions and achievements.

• Life Insurance: Employer-provided life insurance coverage.

• 401k Contributions: Retirement savings plan with potential employer matching contributions.

• Eligibility requirements apply to all benefits.

Working Hours: The role operates on a standard full-time basis, likely involving approximately 40 hours per week. The hybrid work model requires presence in the New York City office on Tuesdays, Wednesdays, and Thursdays, allowing for flexibility on other days.

📝 Enhancement Note: The salary range is competitive for a Senior Manager role in HR Operations/Process Design in the NYC metro area, reflecting the strategic importance and required expertise. The breakdown for different geographic zones within the company's approved locations is a valuable detail. The benefits listed are standard for a large organization, and candidates should inquire about specific details like 401k matching during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare. Healthfirst is a leading not-for-profit health insurance company dedicated to providing comprehensive and affordable health benefits coverage to its members in the New York metropolitan area. This industry context implies a strong emphasis on compliance, member experience, and operational efficiency due to regulatory oversight and the critical nature of healthcare services.

Company Size: Healthfirst is a large organization, indicated by its broad service area and the diverse range of HR functions it manages. For operations professionals, a large company size often means established processes, potential for specialization, but also the need for strong change management skills to implement new designs across a complex structure.

Founded: Healthfirst was founded in 1993. This history suggests a mature organization with established operational frameworks, but also one that is actively evolving its HR operating system, as stated in the job description.

Team Structure:

• The Senior HR Process & Service Design Manager will likely be part of the central HR Operations or HR Strategy team, which is typically composed of specialists in areas like HRIS, shared services, analytics, and process improvement.

• This role will report into a Director or VP level within HR Operations or HR, overseeing the strategic design and governance of HR services.

Methodology:

• The role emphasizes a data-driven approach, utilizing People Analytics to identify inefficiencies, monitor performance, and develop predictive insights for process optimization.

• Workflow planning and optimization strategies will be central, focusing on designing scalable, compliant, and user-centric HR service processes.

• Automation and efficiency practices will be a key output, leveraging tools like Workato and Workday capabilities to streamline operations and enable self-service.

Company Website: https://healthfirst.org/

📝 Enhancement Note: Understanding Healthfirst's position as a not-for-profit healthcare provider is crucial. This means decisions are often driven by member value and regulatory compliance, which will heavily influence HR process design priorities. The "evolving HR Operating System" points to an organization undergoing transformation, offering opportunities for significant impact but also requiring adaptability.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Manager position, indicating a significant level of responsibility and autonomy. It requires a professional who can not only design processes but also lead their implementation, establish governance, and influence stakeholders across HR and IT. The role sits at a critical intersection of HR strategy, operations, and technology.

Reporting Structure: The role reports to a senior leader within HR Operations or HR Strategy, likely a Director or VP. This positioning allows for significant influence on the direction of HR service delivery and operational excellence. Direct reports are not explicitly mentioned, suggesting the role might be an individual contributor with significant project leadership responsibilities, or potentially leading a small team focused on process analysis and design.

Operations Impact: The role has a direct and substantial impact on operational performance by improving efficiency, reducing costs, ensuring compliance, and enhancing the employee experience. By optimizing HR service delivery, this position will contribute to Healthfirst's ability to attract, retain, and manage its workforce effectively, ultimately supporting the company's mission to provide healthcare services. The focus on reducing demand on HR and enabling self-service also frees up HR resources to focus on more strategic initiatives.

Growth Opportunities:

• Specialization & Leadership: Potential to deepen expertise in HR process engineering, service design, and HR technology integration, leading to further leadership roles within HR Operations or broader operational strategy.

• Cross-Functional Advancement: Opportunity to gain broad exposure to various HR functions and business units, paving the way for roles in HR strategy, organizational development, or even broader business operations management.

• Transformation Leadership: As a key player in building the "evolving HR Operating System," there's potential to lead future phases of HR transformation initiatives, process automation projects, and the adoption of new technologies.

📝 Enhancement Note: This role offers a clear path for experienced operations professionals looking to move into strategic design and governance. The emphasis on building a new operating system suggests opportunities for significant professional development and the chance to shape future HR operations for a major organization.

🌐 Work Environment

Office Type: The role is designated as "Hybrid NY," with specific requirements to be in the 100 Church Street, NYC office on Tuesdays, Wednesdays, and Thursdays. This indicates a structured hybrid model designed to foster in-person collaboration and team cohesion while allowing for remote work flexibility.

Office Location(s): The primary office location specified is 100 Church Street, New York, NY. This is a central Manhattan location, typically well-served by public transportation, making it accessible for employees commuting from various parts of the Greater NYC area.

Workspace Context:

• The hybrid model fosters a collaborative environment, utilizing in-office days for team meetings, brainstorming sessions, stakeholder workshops, and building cross-functional relationships.

• Employees will have access to standard office amenities and technology infrastructure necessary for HR operations and process design work.

• Opportunities for interaction with HR Operations, HR Technology teams, and other key stakeholders will be abundant during in-office days, facilitating effective communication and problem-solving.

Work Schedule: The role is full-time. The hybrid schedule requires a minimum of three days per week in the New York City office. The remaining two days can be worked remotely, offering flexibility for focused work, data analysis, and process documentation. The work schedule is expected to align with standard business hours, with potential for occasional extended hours during critical project phases or deadlines.

📝 Enhancement Note: The structured hybrid model (3 days in-office) is typical for senior roles requiring significant collaboration and stakeholder engagement. Candidates should be comfortable with this setup and acknowledge the importance of in-person presence for team dynamics and strategic alignment within the NYC office.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening to assess basic qualifications, experience, and alignment with the role's core requirements. Be prepared to articulate your experience in HR process design and operational governance.

• Hiring Manager Interview: This will be a deeper dive into your experience, focusing on specific examples of process design, implementation, and governance. Expect questions about your approach to stakeholder management, problem-solving, and leading through ambiguity.

• Panel Interview / Case Study: This stage often involves meeting with key stakeholders from HR Operations, HR Technology, and potentially other functional areas. You may be asked to present a case study from your portfolio showcasing a complex process improvement initiative, or you might be given a hypothetical problem to solve.

• Final Interview: This may be with a senior HR leader (e.g., VP of HR Operations) to assess strategic thinking, cultural fit, and overall suitability for the role and the organization.

Portfolio Review Tips:

• Select Strongest Cases: Choose 2-3 compelling examples that directly showcase your expertise in designing and governing HR service processes, ideally with quantifiable results.

• Structure Your Narrative: For each case study, clearly articulate the business problem, your role and approach, the process changes implemented, the technology leveraged, the challenges faced, and the measurable outcomes (efficiency gains, cost savings, improved compliance, enhanced employee experience).

• Highlight Governance & Scalability: Explicitly demonstrate how your designs incorporated governance, compliance, and scalability considerations, as these are key requirements for this role.

• Visual Aids: Use clear visual aids like process maps (e.g., BPMN), dashboards, or summary charts to illustrate your points effectively.

• Company Alignment: Be prepared to discuss how your experience and approach align with Healthfirst's mission, industry, and stated goals for its HR operating system.

Challenge Preparation:

• Process Mapping Exercise: Be ready to map out a hypothetical HR process (e.g., managing a complex employee relations issue, designing a new onboarding workflow) under timed conditions.

• Problem-Solving Scenarios: Anticipate questions asking how you would address specific operational challenges, such as high inquiry volumes, compliance gaps, or resistance to change in process adoption.

• Stakeholder Alignment Strategy: Prepare to discuss how you would gain buy-in from various stakeholders (e.g., HRBPs, IT, Legal) for new process designs or governance changes.

📝 Enhancement Note: The emphasis on a "portfolio" and "case study presentation" is central to this role. Candidates should prepare thoroughly, focusing on demonstrating not just theoretical knowledge but practical application of process design, governance, and impact measurement within an HR context. The structured hybrid model also implies that in-person presentation skills will be assessed.

🛠 Tools & Technology Stack

Primary Tools:

• Workday: Essential for HRIS management, workflow configuration, and core HR operations. Proficiency in understanding how Workday workflows support or can be adapted to process designs is critical.

• Process Mapping Software: Tools like Visio, Lucidchart, or Miro will be necessary for designing and documenting complex workflows.

• Project Management Tools: Tools such as Asana, Jira, or Microsoft Project may be used for managing process improvement initiatives.

Analytics & Reporting:

• People Analytics Tools: Proficiency or familiarity with tools used by Healthfirst's People Analytics team for data analysis, trend identification, and performance monitoring (specific tools not listed, but assume standard BI tools or Workday reporting capabilities).

• Dashboarding Tools: Experience with creating dashboards (e.g., Tableau, Power BI, or within Workday) to visualize process performance metrics and operational KPIs.

CRM & Automation:

• HR Case Management System: Experience with systems like eGain (mentioned as a preferred skill for knowledge management) or similar platforms for managing HR inquiries and service delivery.

• Workflow Automation Tools: Familiarity with platforms like Workato (explicitly mentioned) or other integration/automation middleware to streamline HR processes and system integrations.

• Knowledge Management Platforms: Experience with platforms like eGain for structuring and delivering HR knowledge content to support self-service.

📝 Enhancement Note: The explicit mention of Workday, eGain, and Workato highlights key technologies. Candidates should be prepared to discuss their experience with these tools, emphasizing how they have leveraged them to design, implement, and automate HR processes. A strong understanding of how HRIS systems facilitate operational workflows and data collection is paramount.

👥 Team Culture & Values

Operations Values:

• Service Excellence: A commitment to designing and delivering high-quality HR services that meet the needs of employees and managers, aligning with Healthfirst's mission.

• Data-Driven Decision-Making: Utilizing People Analytics and performance metrics to inform process design, identify areas for improvement, and measure the impact of operational changes.

• Continuous Improvement: A proactive mindset focused on identifying inefficiencies, implementing best practices, and perpetually refining HR processes and service delivery models.

• Collaboration & Partnership: Working effectively across HR functions, IT, and business units to ensure alignment, gain buy-in, and achieve shared operational goals.

• Integrity & Compliance: Upholding the highest standards of data privacy, regulatory compliance, and ethical conduct in all process design and governance activities, especially critical in the healthcare industry.

Collaboration Style:

• Cross-Functional Integration: A strong emphasis on working collaboratively with HR Technology, People Analytics, Centers of Excellence, and HR Business Partners to ensure holistic process design and seamless execution.

• Process Review Culture: Fostering an environment where processes are regularly reviewed, feedback is actively sought and incorporated, and continuous improvement is a shared responsibility.

• Knowledge Sharing: Encouraging the sharing of best practices, process documentation, and lessons learned across teams to build organizational capability and ensure consistency in service delivery.

📝 Enhancement Note: The values emphasize a blend of customer-centricity (service excellence), analytical rigor (data-driven), and forward-thinking (continuous improvement). The collaborative style is critical given the cross-functional nature of the role, requiring strong communication and influencing skills to navigate a large organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: Healthfirst's large size and its role in the regulated healthcare industry present inherent complexity in HR processes and compliance requirements. Adapting designs to meet these diverse needs will be a key challenge.

• Driving Change Adoption: Implementing new processes and governance models across a large organization can face resistance. Effectively managing change, communicating benefits, and securing buy-in from diverse stakeholder groups will be crucial.

• Balancing Standardization with Flexibility: Designing processes that are standardized for efficiency and compliance while remaining flexible enough to accommodate unique business unit needs or evolving employee expectations requires careful consideration.

• Integrating Evolving Technologies: Keeping pace with and integrating new automation and HR technology solutions (like Workato) into existing workflows and ensuring they align with strategic objectives will be an ongoing challenge.

Learning & Development Opportunities:

• Deep HR Domain Expertise: Gaining in-depth knowledge of specific HR processes (LOA, ER, onboarding) and compliance requirements within the healthcare sector.

• HR Technology Specialization: Becoming an expert in optimizing Workday and leveraging automation tools for HR service delivery.

• Strategic Operations Leadership: Developing skills in strategic planning, operational governance, and leading large-scale process transformation initiatives.

• Industry Best Practices: Opportunities for professional development through industry conferences, webinars, and potentially certifications in process improvement (Lean/Six Sigma) or HR technology.

📝 Enhancement Note: This role offers the chance to tackle significant operational challenges within a critical industry. Successfully navigating these challenges will provide substantial growth opportunities in strategic process design, change management, and HR technology implementation.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex cross-functional HR process you designed from scratch. What were the key components, challenges, and outcomes?" (Focus on process mapping, governance, and measurable results).

• "How would you approach building a governance model for HR processes at Healthfirst, considering our industry and scale?" (Discuss ownership, decision rights, change control, and compliance integration).

• "Walk me through your experience using Workday or similar HRIS to enable process improvements and automation. What are the critical factors for success?" (Highlight system-user alignment, data integrity, and workflow optimization).

Company & Culture Questions:

• "Based on your understanding of Healthfirst and the healthcare industry, what do you see as the biggest opportunities for HR process innovation?" (Show research and understanding of the industry's unique demands).

• "How would you foster a culture of continuous improvement and data-driven decision-making within the HR operations team and across HR functions?" (Discuss methods for promoting data literacy, feedback mechanisms, and change advocacy).

Portfolio Presentation Strategy:

• The "Why, What, How, So What": Structure your case studies to clearly articulate the "Why" (the business problem/opportunity), the "What" (your solution/design), the "How" (your implementation approach and tools used), and the "So What" (the measurable impact and learnings).

• Quantify Everything: For each process improvement, provide specific metrics—reduction in cycle time, decrease in inquiry volume, improvement in compliance rates, cost savings, etc.

• Visual Storytelling: Use process maps, flowcharts, and data visualizations to make complex information easily digestible and impactful.

• Focus on Governance & Scalability: Explicitly discuss how your designs incorporated robust governance frameworks and were built for scalability across a large organization.

• Tailor to Healthfirst: Briefly explain how your experience and approach are relevant to Healthfirst's specific context (healthcare industry, hybrid work model, evolving HR system).

📝 Enhancement Note: Prepare to be evaluated not just on your technical process design skills but also on your strategic thinking, leadership potential, and ability to articulate complex ideas clearly and concisely, especially during the portfolio presentation.

📌 Application Steps

To apply for this Senior HR Process & Service Design Manager position:

• Submit your application through the official Healthfirst careers portal via the provided link.

• Portfolio Customization: Carefully select and prepare 2-3 of your most relevant process design and improvement case studies. Ensure they highlight your experience with HR workflows, governance, and quantifiable results, tailored to the requirements of this role.

• Resume Optimization: Update your resume to prominently feature keywords related to HR process design, operational governance, service delivery, HRIS (especially Workday), process improvement methodologies (Lean/Six Sigma), and stakeholder management. Quantify your achievements whenever possible.

• Interview Preparation: Practice articulating your experience using the STAR method, focusing on your contributions to process design, implementation, and outcome measurement. Prepare to present your portfolio case studies confidently.

• Company Research: Thoroughly research Healthfirst's mission, values, industry position, and any recent news related to their HR or operational initiatives. Understand their commitment to employee experience and operational excellence within the healthcare sector.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.