People Operations Team Lead

ServiceNow; San Francisco de Cayrán; Presencial; PEN 60.000 - 90.000; Jornada completa

Descripción de la vacante

ServiceNow is seeking a People Operations Team Lead to optimize HR services across multiple regions. You will supervise associates, drive performance, and engage with stakeholders to elevate service delivery and policy compliance.

The role requires strong leadership, process-driven mindset, and hands-on data analysis to implement improvements in Global People processes and data integrity across platforms.

Formación

• Experience in leveraging AI to improve work processes and decision-making.
• 5+ years in HR operations or centralized customer service supporting global clients.
• 5-8 years of stakeholder and team management experience.
• Extensive experience in process optimization in operations.
• Strong process support skills and knowledge of HR tools and technology.
• Proficiency in MS Excel and PowerPoint; hands-on data analysis.

Responsabilidades

• Lead Global People Care operations to support employees and managers across 27 countries.
• Act as first line manager, escalation point, providing insights to regional leads.
• Improve data integrity across HR systems and documentation.
• Collaborate with internal stakeholders and Centers of Excellence.
• Provide UAT support and participate in other HR projects.
• Assist in resume/CV screening and interview processes.
• Drive process optimization to boost efficiency and employee experience.
• Champion change initiatives within Global People Care.

Conocimientos

AI in work processes

Stakeholder management

Team leadership

Process improvement

Data analysis

Herramientas

MS Excel

PowerPoint

Descripción del empleo

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

What You Get To Do In This Role

Our Global People Care team makes the world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with our HR Business Partners and Centers of Excellence we create a strong and effective cross-functional team. We learn from our employees’ interactions with us, and constantly evolve and enhance our service delivery.

As a People Operations Team Lead, you will work closely with Global People Care Associates and Specialists, demonstrating ServiceNow leadership capabilities by supporting their day-to-day activities to maximize productivity and optimize partnerships. As a first line manager, liaison, and point of escalation, you will provide insight and feedback regarding challenges and opportunities to the regional Care or PEC Lead, helping to elevate the Global People Operations HR service and delivery team’s performance and capabilities.

Key Responsibilities

• Leverage strong understanding of Global People processes and regional nuances to lead, oversee, and balance assigned HR Case loads
• End to end performance management of team members; provide training to and support development for Associate and Specialist team members, ensuring their success.
• Monitor HR Case queues and dashboard views to ensure timely action and proactive backlog clean-up
• Foster and maintain productive partnerships with internal stakeholders and client groups
• Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base; partner with Centers of Excellence to ensure knowledge article quality and currency
• Provide subject matter expertise, leading process documentation and maintenance, as well as educating and enabling the business on Global People policies and processes
• Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
• Perform audits and validations of HR Case transactions as required
• Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
• Provide feedback to Manager or regional Lead on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
• Responsible for process optimization efforts to enhance efficiency, quality, productivity, and employee experience
• Foster a culture of innovation and continuous process improvement within Global People
• Be a part of various projects to enhance employee experience; provide User Acceptance Testing (UAT) support as required.
• Contribute to resume/CV and first-stage interview screening in the hiring process for new team members
• Collaborate with the regional Lead on impactful team initiatives and coordinate projects where applicable.
• Act as a backup for the regional Lead if required and provide support to other team members as needed
• Champion and promote change initiatives that impact the Global People Care team

What Are We Looking For

To excel in this role, you should demonstrate the following:

• Living our values and leadership capabilities: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy, and celebrate wins collectively.
• Excellent communication, interpersonal, and relationship-building skills with individuals at all organizational levels, both internally and externally.
• High adaptability, empathy, and strong problem-solving skills, with a proactive and positive approach to challenges
• Ability to navigate and understand both global and region-specific processes within the Global People Care team, enabling holistic problem-solving and process improvement
• A product mindset, envisioning and influencing outcomes-based solutions with the voice of the customer in mind
• Passion for creating exceptional employee experiences and a keen eye for detail and accuracy to ensure compliance.
• Leadership experience in achieving outcomes, either as an individual contributor or in a team lead role; this may require conflict resolution and coaching skills
• Strong sense of urgency, with the ability to manage complex requests, navigate time zones, and handle confidential hiring information
• Proficiency in managing escalations, making sound decisions, and resolving complex situations with a sense of composure
• Proven ability to work collaboratively in ambiguous situations, driving process compliance
• Process-driven mindset, with a focus on efficiency improvement and a quick grasp of relevant business processes and systems
• Availability to work in shifts

Qualifications

Required Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 5+ years’ previous experience working in an HR operations or centralized customer service support role supporting global client groups
• 5-8 years’ stakeholder and team management experience
• Extensive experience in process optimization in operations
• Strong process support skills and knowledge of Human Resources tools and technology
• Proficiency in MS Excel, PowerPoint and hands-on data analysis

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.