Manager, People Operations

Key Responsibilities

People Leadership

Lead a team of Global People Care Associates, Specialists, and regional Team Leads while providing coaching, development, performance management, and ongoing feedback.
Inspire, motivate, and develop a high-performing team that embraces ServiceNow’s leadership principles and customer-first mindset.
Foster a culture of accountability, collaboration, innovation, continuous learning, and operational excellence.
Build organizational capability by coaching team members, developing subject matter expertise, and creating opportunities for career growth.
HR Operations Leadership

Lead day-to-day operational delivery across Compensation, Benefits, and broader Global People Operations services.
Ensure operational readiness and successful execution of large annual operational events including Open Enrollment, Annual Compensation Review (ACR), bonus processing, year-end activities, and other enterprise-wide People programs.
Oversee complex employee lifecycle transactions, ensuring quality, compliance, accuracy, and timely execution.
Manage operational escalations while ensuring appropriate governance, stakeholder communication, and issue resolution.
Operational Excellence

Identify, recommend, and implement improvements to regional and global People Operations processes to improve efficiency, scalability, employee experience, and operational consistency.
Lead continuous improvement initiatives focused on service delivery optimization, standardization, automation, and operational maturity.
Foster a culture of innovation by leveraging technology, AI, workflow automation, and data-driven decision making to simplify operations.
Compensation & Benefits Operations

Partner closely with Compensation and Benefits Centers of Excellence to operationalize and execute programs including:

Benefits administration and operational support
Open Enrollment readiness and execution
Eligibility administration
Vendor management and operational coordination
Benefits vendor integrations, file management, and reconciliation
Tier 2 employee escalations
Annual Compensation Review operational execution
Merit and bonus processing
Off-cycle compensation events
Country-specific compensation processing
Operational support for compliance-related Benefits and Compensation activities
Cross-Functional Partnership

Build productive partnerships with Compensation, Benefits, Payroll, HR Technology, and Global People COEs.
Serve as the operational partner responsible for translating strategic COE initiatives into scalable operational processes.
Partner with HR Technology teams to support Workday enhancements, integrations, testing, and operational readiness for new functionality.
Collaborate across cross-functional teams to deliver enterprise-wide projects and operational initiatives.
Vendor & Operational Governance

Oversee operational relationships with external Benefits and HR service vendors.
Ensure operational governance around vendor performance, service delivery, issue resolution, invoicing, reconciliations, and operational compliance.
Partner with vendors and internal stakeholders to proactively resolve operational issues and improve service quality.
Compliance & Risk Management

Ensure operational compliance with regional and global legislative requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other applicable regulations.
Data, Analytics & Decision Support

Leverage operational metrics, analytics, and insights to identify trends, improve performance, and support strategic decision making.
Develop meaningful operational dashboards and reporting that enable leadership visibility into service quality, productivity, employee experience, and operational effectiveness.
Think critically and strategically by translating operational data into actionable recommendations.
Change Leadership

Serve as a change champion supporting organizational transformation, new operating models, technology implementations, and process evolution.
Lead operational readiness activities ensuring successful adoption of new programs, processes, and technologies.
Drive continuous improvement initiatives that enhance employee experience while increasing operational efficiency.
What We Are Looking For

To excel in this role, you should demonstrate:

Living our values and leadership capabilities by taking a humble approach to learning, obsessing over customer experience, fostering empathy and inclusivity, and celebrating wins collectively.
Passion for leading, coaching, mentoring, and developing high-performing operational teams.
Strong operational knowledge of HR Operations with foundational expertise across Compensation Operations, Benefits Operations, Payroll interactions, and employee lifecycle processes.
Experience partnering closely with Compensation, Benefits, Payroll, HR Technology, and HR Centers of Excellence.
Ability to translate strategic COE initiatives into scalable operational execution.
Strong understanding of operational governance, process controls, quality management, and service delivery best practices.
Experience managing complex operational programs involving multiple stakeholders, vendors, and enterprise systems.
Excellent communication, relationship-building, and executive stakeholder management skills.
Product mindset focused on improving employee experience through technology-enabled solutions.
Experience engaging and influencing senior functional leaders.
In-depth knowledge of regional and global compliance requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other employment regulations.
Strong analytical capabilities with the ability to derive insights through data, storytelling, and operational metrics.
Creative problem-solving skills with demonstrated success driving operational improvements and managing escalations.
Ability to thrive in a dynamic, fast-paced, high-growth environment while balancing strategic priorities with operational execution.
Ability to independently lead complex cross-functional initiatives from planning through execution.
Qualifications
Required Qualifications

Experience leveraging AI and automation to improve HR service delivery, operational decision making, workflow optimization, or employee experience.
8+ years of progressive experience in HR Operations, Shared Services, Global Business Services, or centralized HR service delivery supporting global organizations.
5+ years leading operational HR teams in a complex global environment.
Demonstrated experience leading Compensation Operations and/or Benefits Operations teams, or leading operational delivery in close partnership with Compensation and Benefits Centers of Excellence.
Strong understanding of Compensation Operations, Benefits Administration, employee lifecycle processes, and operational governance.
Experience supporting large enterprise operational events such as Annual Compensation Review, Open Enrollment, year-end processing, or similar global HR operational programs.
Experience partnering with Payroll, HR Technology, Compensation, Benefits, and external vendors.
Strong understanding of Workday HCM and related HR technologies supporting Compensation and Benefits operations.
Experience with operational process optimization, Lean or continuous improvement methodologies.
Advanced analytical skills including Excel, PowerPoint, reporting, dashboards, and operational metrics.
Experience leading global operational transformation and service delivery improvement initiatives.
Nice to Have

Exposure to Workday Core HCM processes supporting employee lifecycle transactions, including job changes, organizational changes, manager changes, transfers, promotions, and other core HR transactions.
Exposure to Talent Management, including Performance Management, goal management, talent reviews, and annual performance cycles.
Experience operating across multiple HR Operations domains beyond Compensation and Benefits, with the flexibility to support evolving operational priorities.
Experience working in a global shared services environment leveraging Workday, ServiceNow HRSD, and AI-enabled operational practices.