SVP People Operations & Service Solutions

JOB SUMMARY

Reporting to the EVP, Chief Human Resources Officer, the SVP People Operations and Service Solutions is responsible for transforming how HR leverages technology, experience design, and service delivery. This strategic and hands-on role combines deep organizational knowledge, technical expertise, operational leadership, and a passion for creating meaningful employee experiences. This position will also be responsible for HR Technology, HR Operations (including the Contact Center / Tier 1 support), and Employee Experience—ensuring seamless, data-informed, and human-centered HR services across the employee lifecycle. This position will work closely with HR, IT, and business stakeholders, as well as external vendors, to optimize technology and service delivery, embed AI-driven solutions, and create a culture of continuous improvement.

A system Senior Vice President (SVP) is responsible for a significant functional area that broadly impacts BSWH. Sets policy and objectives within a major system business unit, regional entity, or system-level staff function for BSWH. Acts as business or functional expert requiring accomplished knowledge in many aspects of the work area, industry, and environment. Participates in broader strategy development with senior leadership. Has accountability for successful implementation of strategy. Decisions involve differing situations over a multi-year time horizon of at least three to five years. Typically interacts with system “Chief” leadership level or entity President. Oversees multiple levels of subordinate vice presidents, directors, and/or managers covering varied disciplines and skill levels. Has primary accountability for financial management, talent management, and input on major resource decisions. Translates and cascades corporate strategies and objectives to subordinate positions. Leads and monitors business performance.

ESSENTIAL FUNCTIONS OF THE ROLE

1. Lead the strategy and execution of HR technology initiatives aligned with organizational goals and workforce needs.
2. Manage, optimize, and integrate existing HR systems with a focus on AI, automation, and advanced analytics.
3. Provide hands-on support for troubleshooting, configuration, and enhancements of HR platforms.
4. Evaluate emerging HR tech and AI tools to recommend pragmatic improvements within budget and compliance standards.
5. Direct and scale the HR Contact Center (Tier 1 support), ensuring accurate, timely, and empathetic responses to employee inquiries.
6. Implement service level agreements (SLAs), knowledge management practices, and self-service enhancements to improve efficiency.
7. Lead operational excellence initiatives to streamline HR processes, reduce complexity, and elevate service quality.
8. Champion a holistic employee experience strategy across key moments—from onboarding and internal mobility to offboarding.
9. Gather and analyze employee feedback, using insights to design and improve HR programs, communications, and support channels.
10. Partner with stakeholders to ensure an inclusive, engaging, and consistent experience across the HR ecosystem.
11. Collaborate with HR, IT, and data teams to ensure high-quality data governance, system integration, and actionable reporting.
12. Drive adoption of HR tools and data literacy through training, change management, and stakeholder engagement.
13. Act as a strategic partner across departments to continuously enhance employee experience and workforce performance.

KEY SUCCESS FACTORS

1. Bachelor's degree required. Master's degree preferred.
2. 10+ years of field experience.
3. 5+ years of leadership experience.
4. Proven experience in HR leadership roles with a focus on technology, service delivery, or employee experience, preferably in healthcare or similarly complex environments.
5. Strong understanding of HR systems (e.g., HRIS, payroll, case management, talent platforms), operations, and service center functions.
6. Demonstrated ability to bridge business and technology with excellent communication, influence, and change leadership skills.
7. Strategic thinker with a strong customer orientation, a passion for continuous improvement, and the ability to drive transformation with limited resources.

 

QUALIFICATIONS

- EDUCATION - Bachelor's
- EXPERIENCE - 10 Years of Experience