Global PX Operations Architect

Zoom; Richmond (VA); Hybrid; USD 127,000 - 277,000; Full time

Job summary

Zoom is seeking a Global People Experience Operations Lead to drive the ServiceNow HRSD platform rebuild, shape a Tier 0–Tier 3 service model, and embed AI and automation across HR processes for Zoomies worldwide.

You will own strategy-to-delivery with executive-facing metrics, collaborate with Payroll, Legal, IT, and Eng, and champion governance for AI deployment in a global, hybrid environment.

Qualifications

• 8 to 10+ years in HR/People Operations, shared services, HR technology, or transformation.
• Strong, hands-on ServiceNow expertise, including end-to-end rebuilds or major redesigns, plus Workday proficiency.
• Proven track record designing Tier 0–Tier 3 service models with SLA, CSAT gains.
• Experience delivering AI/automation with measurable outcomes.

Responsibilities

• Own the end-to-end ServiceNow HR Service Delivery platform rebuild and integrations (Workday, etc).
• Architect Tier 0–Tier 3 service model and global governance frameworks.
• Design and deploy AI-powered workflows for employee support, onboarding, offboarding, and talent ops.
• Define PX Operations reporting with executive dashboards and SLA/CSAT metrics.
• Drive global process harmonization and governance for AI/automation deployment.

Skills

HR Technology

ServiceNow

Workday

Data analysis

Executive dashboards

Global delivery

Lean Six Sigma

Education

Bachelor’s degree or equivalent

Tools

ServiceNow HRSD

Workday

HRIS

Job description

Zoom is seeking a Global People Experience Operations Lead to drive the ServiceNow HRSD platform rebuild, shape a Tier 0–Tier 3 service model, and embed AI and automation across HR processes for Zoomies worldwide.

You will own strategy-to-delivery with executive-facing metrics, collaborate with Payroll, Legal, IT, and Eng, and champion governance for AI deployment in a global, hybrid environment.