About Sound:
Headquartered in Tacoma, WA, Sound Physicians is a physician-founded and led, national, multi-specialty medical group made up of more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, and with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape — with patients at the center of the universe.
Sound Physicians offers a competitive benefits package inclusive of the items below, and more:
- Medical insurance, Dental insurance, and Vision insurance
- Health care and dependent care flexible spending account
- 401(k) retirement savings plan with a company match
- Self-managed PTO Plan
- Ten company-paid holidays per year
About the Role:
The Director, People Support, will be responsible for leading and managing the Shared Services model within People Operations, ensuring the team delivers high-quality, efficient support across the organization. This role will oversee the newly established Tier 0, Tier I, and Tier III teams, fostering collaboration with Tier II subject matter experts and partnering closely with other key stakeholders. The Director will drive operational excellence through the creation and management of metrics, KPIs, and SLAs, establishing a well-functioning, scalable People Support team. Additionally, the Director will oversee the People Support Generalist function, ensuring the team provides proactive support, data integrity, and change management across the organization. The goal is to optimize employee support services while enabling the broader People Operations team to focus on strategic initiatives.
The Details: This role will require limited travel (2+ trips per year)
In this role, you will be responsible for:
People Support/Shared Services Leadership
- Leading and managing the People Support team, ensuring timely, customer-focused HR support and acting as the escalation point of contact for colleagues across the organization
- Ensuring adherence to Service Level Agreements (SLAs) and key performance indicators (KPIs), such as Employee Net Promoter Score (eNPS), to drive employee satisfaction and operational excellence
- Overseeing the development and maintenance of self-service content in collaboration with the overall People Operations team, ensuring employees have easy access to up-to-date information
- Ensuring People Support Team maintains data integrity, handling all employee data changes, status updates, and ensuring accuracy within HR systems
- Managing, promoting and optimizing the shared services delivery model, ensuring efficient and consistent support for employee inquiries, while overseeing employee life cycle activities in collaboration with necessary departments to ensure a positive employee experience
- Ensuring the team takes a proactive approach by partnering closely with clinical operations teams and other business units to stay ahead of upcoming organizational changes and initiatives, serving as change agents for smooth transitions
- Promoting a culture of data-driven decision-making by establishing and tracking metrics and KPIs, analyzing trends, and implementing process improvements to enhance service delivery
- Collaborating closely with the People Operations Centers of Excellence to ensure seamless HR processes and an optimized employee experience
Operational Excellence:
- Developing and implementing SLAs and other performance metrics to ensure a high level of service quality and efficiency within the People Support function
- Driving continuous improvement efforts by monitoring inquiry patterns, identifying bottlenecks, and implementing solutions to improve workflows and reduce turnaround times
- Providing regular reports and insights on service metrics, identifying trends and areas for improvement
- Collaborating with internal stakeholders such as People Systems and Benefits to ensure operational efficiency and alignment with broader People Operations strategies
Leadership and Team Development:
- Mentoring, coaching, and developing People Support team members to ensure the team operates effectively and meets the evolving needs of the business
- Providing regular feedback and training to build a high-performing team, focusing on delivering exceptional employee support and aligning with company objectives
- Creating opportunities for career growth and development for team members, fostering a culture of learning and continuous improvement
Strategic Collaboration:
- Partnering with key stakeholders across the organization, including clinical operations teams and HR centers of excellence, to ensure the People Support team is integrated into broader organizational initiatives
- Leading cross-functional projects aimed at improving the delivery of People Support services, with a focus on automation, efficiency, and enhanced employee experience
- Staying informed about industry trends, best practices, and innovations in HR shared services and employee support to drive continuous improvements and maintain Sound Physicians as an employer of choice
What we are looking for:
A successful candidate will have a demonstrated track record of a combination of these values, knowledge, and experience:
Values:
- Adaptable: Demonstrates flexibility and a willingness to change as circumstances evolve
- Collaborative: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process
- Committed: Demonstrates a dedication to the job, project, organization, customer/clients and co-workers
- Customer-focused: Puts customer (internal and external) needs first and makes customers their top priority
- Driven: Motivated to succeed and get things done at a high level of achievement
- Open-minded: Willingness to listen and take different opinions and approaches into consideration; willingness to change their mind after an initial judgment or decision; embraces others who are different and bring different perspectives
- Persistent: Demonstrates the ability to “keep at it” even when obstacles or challenges are present; returns to the work at hand after a change of course
- Resourceful: Proactive willingness to utilize available information and tools to figure things out
- Strategic thinker: Demonstrates the ability to look at the big picture and proactively develop a plan of action
- Team Player: Proactively seek to work with others to accomplish a common goal. Willingness to share challenges and successes with others
Knowledge:
- Ability to manage cross-functional relationships and collaborate effectively with internal stakeholders
- Deep understanding of HR systems (preferably UltiPro), ticketing systems (preferably FreshService), and self-service platforms (such as SharePoint)
- Constant desire to scale, streamline and automate process
- Excellent customer service skills (understands “customer experience”)
- Excellent written and oral communication skills
- Proficiency with Microsoft Office Suite
Experience:
- 10+ years of progressive experience in HR
- 5+ years in a leadership role overseeing HR shared services or people support teams
- Demonstrated success in mentoring and developing teams, with a focus on customer service excellence and operational efficiency
- Experience managing HR generalists or similar functions, with a strong focus on employee data management, onboarding/offboarding, and employee relations
- Demonstrated experience in building and managing SLAs, KPIs, and performance metrics within a shared services environment is strongly preferred
- Proven success in leading teams and driving operational excellence in multi-location or complex organizations
Pay Range: $130,000-170,000 annually. In addition, Directors are eligible for a bonus opportunity. Exact pay will be determined based on candidate experience, and geographical location.
Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.
This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.
