Full-Time Sr. Manager, Engage Me Operations

We are seeking a Senior Manager, Engage Me Operations to join our Global People Care Team within Global People Operations to ensure delivery of a differentiated Lifecycle support Experience for ServiceNow employees.

As a Senior Manager, Engage Me Operations, you will be accountable for all global operational outcomes in the assigned scope areas, leveraging a global team of talented, passionate Care advisors, engaged through our People Enablement Centers (PEC) in India, Ireland, and Costa Rica.

You will provide leadership, direction, and coaching.

You will also partner with our Product and Digital Technology teams to build and implement creative and innovative global solutions to ensure improvements and adherence to our customer commitments.

You will also work closely with the HR Business Partner leadership to ensure support for their operational needs.

We’re looking for an innovative and data-driven leader who will globally streamline lifecycle support processes leveraging the best that the ServiceNow HRSD platform has to offer, driving scale for ServiceNow today and in the future.

You need to be a data-driven person who can find quick wins to remove immediate operational roadblocks, create the future state process for the global operation, while enhancing the employee experience.

You need to have a builder's mindset who can leverage strategic and operational abilities to develop, implement, and drive programs to ensure we are driving scale.

A role in the Engage Me Operations team is fast-paced and exists in a very dynamic environment.

Key responsibilities:

• Lead the Engage Me Care pillar, responsible for operations strategy, stakeholder engagement and partnerships, service excellence, voice of the customer, and collaborate with Business Product Leads on product initiatives and prioritization
• POC and owner for all stakeholder & partner engagements for Service Delivery (COEs, BU, Product/DT, GPPSD, HRBP)
• Responsible for owning regular operating rhythm with PEC and including them in stakeholder engagements as necessary
• Drive and influence change across stakeholders to enhance our delivery model & operations; partner with key stakeholders to ensure knowledge is updated and accurate
• Identify and influence opportunities for self-service, process optimization, and innovation to drive improvements to lifecycle processes to achieve increased productivity, global consistency, and adherence to our customer commitments while fully leveraging automation and Generative AI capabilities
• Monitor and evaluate relevant KPIs and OKRs, analyzing data for insights and root causes to continually refine and optimize processes
• Be the primary owner and driver of all activity on ServiceNow’s Human Resource Service Delivery (HRSD) platform and ensure that all parties are properly managing tickets and backlogs to ensure adherence to customer expectations.
• Be a master of the data that measures our outcomes, ensuring the team is delivering to customer expectations and driving root cause analysis and action plans where gaps exist
• Resource and drive great experiences through “white glove” (high touch) and live agent support.
• Drive and execute projects that will radically improve the effectiveness of our lifecycle processes, with an agile and consultative approach
• Build and maintain productive partnerships with Global People Operations and HR Business Partner leadership
• Contribute to cross-functional projects which impact Engage Me Operations
• Partner with the PECs to ensure a portfolio of training and development assets are built and maintained to drive a consistent onboarding program for new team members that shortens the ramp time to productivity
• Collaborate and partner with stakeholders across the organization where required – including Global People Operations team, Talent Acquisition, Global Mobility, Compensation, Operational Excellence and Governance, People Product and Project Management Office, Digital Technology, Legal and Compliance
• Be a change champion: advocate for and promote the change that impacts the Engage Me Operations team.

To be successful in this role, you have:

• A track record showing a strong data-driven operational mindset with a drive to dive deep into the data to uncover opportunities; applying structured, analytical thinking to murky operations problems and developing and driving process improvements
• A passion for delighting customers through innovative services experiences
• A track record for strong people leadership
• The ability to inspire a team to deliver and champion awesome customer experiences and implement creative, innovative, best-in-class solutions
• Experience leading diverse resourcing structures, partnering with others to ensure that workload is properly distributed and adjusted in peak periods
• The ability to create an environment of innovation and continual improvement to re-imagine how we deliver the customer experience, leveraging design thinking, and other continuous process improvement methods
• The ability to build trusted relationships and turn conflict into opportunities to collaborate
• The ability to thrive in an ambiguous, high-growth, fast-paced environment
• Outstanding interpersonal and communication skills

Required Qualifications:

• 7+ years’ previous experience working in an HR operations or centralized customer service support role supporting global client groups
• 7+ years of experience in stakeholder and relationship management
• 3+ years of experience partnering with HRBP and People Partner organizations to be able to effectively consult on various HR related topics
• Extensive experience in process optimization in operations

Preferred Qualifications:

• System expertise with ServiceNow and Workday platforms
• Strong process support skills and knowledge of Human Resource tools and technology
• Proficiency in MS Excel, PowerPoint and hands-on data analysis
• Experience working in a fast-paced, dynamic environment, including in support of Centers of Excellence

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