Director, People Support

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

• 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

• 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

• 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

• 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

• 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

• Ability t.