Global PX Operations Lead - AI-Powered ServiceNow Architect

Zoom; Helena (MT); Hybrid; USD 127,000 - 277,000; Full time

Benefits offered by this job

Location-based compensation

Hybrid/Remote work option

Job summary

Zoom is seeking a Global People Experience Operations Lead to act as the operational engine for Zoom’s People function. You will transform strategy into shipped processes and measurement-ready platforms, owning architecture, automation, and service delivery across regional teams.

You will rebuild the ServiceNow HR Service Delivery platform, govern self-service capabilities, and partner with Payroll, Legal, IT, and Engineering to deliver scalable solutions worldwide.

Qualifications

• 8+ years in HR/People Operations or related field with enterprise-scale delivery.
• Hands-on ServiceNow HRSD expertise with platform rebuilds or major redesigns.
• Experience designing Tier 0–Tier 3 service models and improving SLA/CSAT.
• Proven AI/automation delivery with measurable outcomes.
• Strong data analysis skills and executive-level dashboards.
• Lean Six Sigma or equivalent process-improvement methodology.

Responsibilities

• Own the end-to-end rebuild of the ServiceNow HR Service Delivery platform.
• Architect and operationalize a Tier 0–Tier 3 service model across global PX Ops.
• Design and measure AI-powered workflows across employee lifecycle operations.
• Define PX Ops reporting layer with executive dashboards and SLAs.
• Drive global process harmonization with governance for AI/automation.

Skills

HR Operations

Data analysis

Executive reporting

Process improvement

Education

Bachelor’s degree or equivalent

Tools

ServiceNow HRSD

Workday

Job description

Zoom is seeking a Global People Experience Operations Lead to act as the operational engine for Zoom’s People function. You will transform strategy into shipped processes and measurement-ready platforms, owning architecture, automation, and service delivery across regional teams.

You will rebuild the ServiceNow HR Service Delivery platform, govern self-service capabilities, and partner with Payroll, Legal, IT, and Engineering to deliver scalable solutions worldwide.