Global PX Ops Leader: AI-Driven ServiceNow Architect

Zoom; San Jose (CA); Hybrid; USD 127,000 - 277,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zoom is seeking a Global People Experience Operations Lead to drive the operational engine of the PX function, turning strategy into shipped processes, with ownership of platform design, service architecture, and automation. The role focuses on rebuilding Zoom's ServiceNow HR Service Delivery and embedding AI into people processes worldwide.

You will partner with the Global Head of PX Operations to deliver measurable outcomes like SLA improvements, deflection, and ROI, across a multi-region

Qualifications

• 8 to 10+ years in HR/People Operations, shared services, or HR technology, with enterprise-scale delivery.
• Deep ServiceNow expertise (HRSD preferred), with end-to-end platform rebuild experience.
• Experience designing Tier 0–3 service models and HRIS integrations.
• Proven AI/automation delivery with measurable outcomes.
• Advanced data analysis and executive reporting skills.
• Lean Six Sigma or process-improvement background with global harmonization.

Responsibilities

• Own rebuild of the ServiceNow HR Service Delivery platform, including catalog, routing, knowledge, approvals, and integrations.
• Architect Tier 0–3 service model and global self-service capabilities.
• Design and measure AI-powered workflows across employee support, onboarding, offboarding, and TA ops.
• Define PX Operations reporting layer with KPI dashboards and cadence.
• Drive global process harmonization with governance for AI/automation.
• Collaborate with CoEs, Payroll, Legal, IT, and Engineering on cross-functional escalations.
• Coach global PX Ops coordinators on process discipline and data literacy.

Skills

HR technology

ServiceNow

Workday

Data analysis

Executive dashboards

AI automation

Process improvement

Global delivery

Education

Bachelor's degree in a related field

Tools

ServiceNow HRSD

Workday

Job description

Zoom is seeking a Global People Experience Operations Lead to drive the operational engine of the PX function, turning strategy into shipped processes, with ownership of platform design, service architecture, and automation. The role focuses on rebuilding Zoom's ServiceNow HR Service Delivery and embedding AI into people processes worldwide.

You will partner with the Global Head of PX Operations to deliver measurable outcomes like SLA improvements, deflection, and ROI, across a multi-region