[Hiring] People Ops Process Transformation Lead @Mercury Insurance Services, LLC

Role Description

Mercury is building a modern People Operations, Tech & Analytics capability to make People work simpler, faster, and more strategic. The Process & Operations Program Manager will help build the operating system behind that ambition.

This role will create visibility into how work gets done today, identify where processes create friction or risk, and lead the redesign and implementation of better ways of working. The role will own the People Team process inventory, prioritize improvement opportunities, establish practical delivery mechanisms, and lead operational programs from discovery through adoption.

The successful candidate will be comfortable moving between strategy and detail:

• Facilitating conversations with leaders
• Mapping an end-to-end workflow
• Building a practical implementation plan
• Documenting the new process
• Measuring whether the change is working

This is a hands-on role for a structured, curious operator who enjoys building something new and making it easier for others to do their best work.

Responsibilities

• Process discovery, inventory, and redesign
  • Build and maintain an inventory of People Team processes, services, systems, owners, handoffs, pain points, volumes, risks, and performance measures.
  • Lead current-state assessments, workflow mapping, service-journey reviews, and root-cause analysis across People processes.
  • Identify and prioritize opportunities based on business impact, team-member experience, risk, cycle time, effort, scalability, and readiness.
  • Design future-state processes with clear roles, decision rights, handoffs, controls, service expectations, and success measures.
  • Recommend where work should be simplified, standardized, automated, self-served, centralized, or supported through AI-enabled tools.
  • Partner with process owners and subject-matter experts to validate designs and translate broad goals into practical operating changes.
• Operational program leadership
  • Lead cross-functional operational programs from definition through implementation, including scope, milestones, dependencies, risks, decisions, and stakeholder alignment.
  • Establish and operate a lightweight PMO rhythm for priority People Operations initiatives, with clear roadmaps, status reporting, action tracking, and escalation paths.
  • Coordinate work across People Operations, HR Tech, Analytics, People Business Partners, Talent Acquisition, Total Rewards, Work Design & Innovation, Finance, and other partners as appropriate.
  • Support major team priorities such as the HRIS replacement, the People Team shared front door, service-model improvements, process automation, and operational readiness for new locations or programs.
  • Lead pilots through implementation, including communications, training, enablement, feedback loops, and transition to the ongoing process owner.
• Documentation, adoption, and continuous improvement
  • Create and maintain clear process documentation, standard operating procedures, playbooks, checklists, decision records, role descriptions, and knowledge resources.
  • Establish practical governance so documentation remains current, discoverable, and connected to the systems and teams that use it.
  • Define baselines and measures for friction, cycle time, quality, adoption, service effectiveness, and hours saved.
  • Track adoption and outcomes after launch; use data and feedback to recommend what to refine, scale, automate, or retire.
  • Build repeatable methods, templates, and tools that raise the quality and consistency of process improvement work across the People Team.

Qualifications

• Education: Bachelor’s degree in business, operations, organizational effectiveness, human resources, project management, or a related field
• Experience:
  • 5–7+ years of experience in People operations, People program management, HR service delivery, HR technology, People analytics, employee lifecycle processes or related field
  • Demonstrated experience documenting, redesigning, and implementing end-to-end workflows in a complex organization.
  • Demonstrated experience leading cross-functional initiatives that require structured problem solving, stakeholder alignment, and implementation discipline.
  • Experience defining success measures, establishing baselines, and using data or feedback to evaluate impact.
  • Experience creating high-quality operating documentation, playbooks, governance materials, or implementation collateral.
  • Consulting, continuous improvement, service design, systems thinking, or change-management experience.
• Knowledge and Skills:
  • Able to move fluidly between strategic, tactical, and operational levels.
  • Strong facilitator who can create alignment across stakeholders with different perspectives and priorities.
  • Highly organized, reliable, detail-oriented, and comfortable managing multiple workstreams without losing the thread.
  • Strong process-mapping, prioritization, project-planning, risk-management, and change-enablement skills.
  • Clear and concise writer who takes pride in practical, polished documentation.
  • Comfortable using data, collaboration tools, AI tools, and project-management tools to improve personal and team productivity.
  • Able to operate effectively in ambiguity, build structure where little exists, and make progress without waiting for perfect information.
  • Demonstrated judgment, discretion, and respect for confidential People information.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more