Global PX Ops Lead — AI-Driven HR Service Delivery

Zoom; Santa Fe (NM); Hybrid; USD 127,000 - 277,000; Full time

Job summary

Zoom is seeking a Global People Experience Operations Lead to drive the ServiceNow HRSD rebuild, establish a Tier 0–3 service model, and embed AI-driven automation across HR processes worldwide. You will partner with CoEs, Payroll, Legal, IT, and Engineering to deliver end-to-end platform design, governance, and measurable impact.

Leading a global team, you will own reporting and dashboards, ensure SLA compliance, and champion data-driven decision making with executive-ready insights.

Qualifications

• 8+ years in HR/People Operations or transformation with enterprise-scale delivery.
• Deep ServiceNow HRSD expertise including end-to-end platform rebuilds and Workday integration.
• Proven track record designing Tier 0–Tier 3 service models with SLA/CSAT outcomes.
• AI and automation delivery with quantified outcomes (hours saved, deflection, cycle time).
• Advanced data analysis and executive dashboards; translating analysis into recommendations.
• Lean Six Sigma Green Belt or higher with global process harmonization experience.
• Bachelor’s degree or equivalent business experience with handling sensitive information.

Responsibilities

• Own end-to-end ServiceNow HR Service Delivery platform rebuild including catalog, taxonomy, routing, knowledge, workflows, and integrations.
• Architect and operationalize Tier 0–Tier 3 service model with self-service, governance, and escalation protocols.
• Design and measure AI-powered workflows across employee support, onboarding, offboarding, and talent operations.
• Define and own PX Operations reporting layer with executive dashboards and cadence reporting.
• Drive global process harmonization with governance for AI/automation and compliance.
• Partner with CoEs, Payroll, Legal, IT, and Engineering on cross-functional escalations and platform integrations.
• Coach the global PX Ops coordinator community on process discipline and data literacy.

Skills

HR/People Operations experience

ServiceNow HRSD

Workday proficiency

HRIS-to-case-management integration

AI and automation delivery

Executive dashboards / data analysis

Lean Six Sigma Green Belt or above

Education

Bachelor’s degree in a related field

Tools

ServiceNow HR Service Delivery

Workday

Job description

Zoom is seeking a Global People Experience Operations Lead to drive the ServiceNow HRSD rebuild, establish a Tier 0–3 service model, and embed AI-driven automation across HR processes worldwide. You will partner with CoEs, Payroll, Legal, IT, and Engineering to deliver end-to-end platform design, governance, and measurable impact.

Leading a global team, you will own reporting and dashboards, ensure SLA compliance, and champion data-driven decision making with executive-ready insights.