Full-Time Sr. Manager, Welcome Me HR Operations

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

In your role, you will be accountable for all global operational outcomes in the assigned scope areas, leveraging a global team of talented, passionate Care advisors.

You will:

• Provide leadership, direction, and coaching.
• Partner with Product and Digital Technology teams to build and implement creative and innovative global solutions.
• Work closely with HR Business Partner leadership to ensure support for their operational needs.
• Globally streamline lifecycle support processes focused on Onboarding and Offboarding leveraging the best of the ServiceNow HRSD platform.
• Drive scale for ServiceNow today and in the future.
• Find quick wins to remove immediate operational roadblocks, create future state processes, and enhance the employee experience.
• Leverage strategic and operational abilities to develop, implement, and drive programs to ensure scale.
• Lead the Welcome Me / Wish Me Well Care pillar, responsible for operations strategy, stakeholder engagement and partnerships, service excellence, voice of the customer, and collaboration.
• Be the POC and owner for all executive stakeholders & partner engagements for Service Delivery.
• Own regular operating rhythm with PECs and include them in stakeholder engagements.
• Drive and influence change across executive stakeholders to enhance the delivery model & operations.
• Identify and influence opportunities for self-service, process optimization, and innovation.
• Monitor and evaluate relevant KPIs and OKRs, analyzing data for insights and root causes.
• Be the primary owner and driver of all activity on ServiceNow’s HRSD platform.
• Manage third-party vendors and services, driving and influencing their roadmaps and implementations.
• Manage a diverse team through several staffing models.
• Build and maintain productive partnerships with Global People Operations and HR Business Partner leadership.
• Contribute to cross-functional projects.
• Partner with PECs to ensure training and development assets are built and maintained.
• Collaborate and partner with stakeholders across the organization.
• Be a change champion: advocate for and promote change.

Required Qualifications:

• 7+ years’ experience in HR operations or centralized customer service.
• 7+ years of experience in stakeholder and relationship management.
• 3+ years of experience partnering with HRBPs.
• Extensive experience in process optimization.

Preferred Qualifications:

• System expertise with ServiceNow and Workday platforms.
• Experience with HireRight and Background Check processes.
• Strong process support skills.
• Proficiency in MS Excel, PowerPoint and data analysis.
• Experience in a fast-paced, dynamic environment.
• Bachelor’s degree or equivalent experience.

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