People Ops Process Transformation Lead

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, and 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.

An in-person interview may be required during the hiring process

State specific pay scales for this role are as follows:$101,167 to $204,439 (NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$91,970 to $185,853 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME) 

$82,773 to $167,268 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV) 

In CA: Typical hiring range is $137,523 to $168,083

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

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.

What success looks like

• Mercury has a credible, usable inventory of priority People processes and clear ownership for each.
• The team has a transparent roadmap for process improvement and operational programs.
• Priority workflows are simpler, better documented, measurable, and easier for team members and leaders to navigate.
• New processes are adopted and sustained—not merely designed or launched.
• Leaders can see progress, tradeoffs, risks, and measurable impact across the operational portfolio.

 Minimum requirement:

• Bachelor’s degree in business, operations, organizational effectiveness, human resources, project management, or a related field

 Minimum 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.

• 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.

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

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