Global PX Operations Leader (ServiceNow & AI)

Zoom

Cheyenne (WY)

Hybrid

USD 127,000 - 277,000

Full time

6 days ago

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Job summary

Zoom seeks a Global People Experience Operations Lead to turn strategy into shipped processes, ownership over platform design, and automation across Zoom’s HR function, touching every Zoomie worldwide. You will rebuild the ServiceNow HRSD platform, architect Tier 0–3 service models, and embed AI-driven workflows with measurable impact on SLA, deflection, and ROI.

Based in a hybrid setting, you will partner with global CoEs, Payroll, Legal, IT, and Engineering, leading a team of coordinators and

Qualifications

8 to 10+ years in HR/People Operations or transformation with enterprise-scale delivery.
Deep ServiceNow expertise (HRSD) with at least one end-to-end rebuild and Workday proficiency.
Experience designing Tier 0–Tier 3 service models with measurable SLA, CSAT, and deflection results.
Proven AI and automation delivery with quantified outcomes.
Advanced data analysis and executive dashboards experience.
Lean Six Sigma Green Belt or higher preferred.
Bachelor’s degree or equivalent business experience.

Responsibilities

Own the end-to-end ServiceNow HR Service Delivery platform rebuild.
Architect and operationalize a Tier 0 through Tier 3 service model.
Design, deploy, and measure AI-powered and automated workflows across HR processes.
Define and own the PX Operations reporting layer and dashboards.
Drive global process harmonization with governance for AI/automation.
Partner with CoEs, Payroll, Legal, IT, and Engineering on cross-functional escalations.
Coach and enable the global PX Ops coordinators on process discipline and data literacy.