People Operations Program Manager – People Systems & Process Design

Waymo; California (MO); Hybrid; USD 159,000 - 196,000; Full time

Benefits offered by this job

Annual bonus program

Equity incentive plan

Company benefits program

Job summary

Waymo, a leader in autonomous driving, is hiring for a People Operations role focused on ServiceNow HRSD. Responsibilities include designing self-service support, governing knowledge management, and driving AI-enabled initiatives to streamline case routing and resolution.

The role partners with IT and People Operations, requiring 10+ years in related fields, ServiceNow certifications, and a strong systems-thinking mindset to automate complex processes and ensure data privacy compliance.

Qualifications

• 10+ years in People Operations, People Technology, or Service Management.
• ServiceNow HRSD expertise with configuration, knowledge management, and workflow design.
• ServiceNow certifications such as CIS-HR, CSA or CAD.
• Ability to map complex manual processes into automated digital workflows across People CoE tools.

Responsibilities

• Execute the roadmap for how the People team uses ServiceNow to deliver a self-service support model.
• Govern knowledge management standards for highly searchable, policy-aligned content.
• Partner on AI-enabled initiatives to reduce manual ticketing and speed resolutions.
• Configure ServiceNow HRSD and update People case templates and rules.
• Design and test lifecycle events and People service workflows (onboarding, transfers, transitions).
• Align processes across IT and People Operations; translate policies into technical workflows; manage system upgrades.

Skills

ServiceNow Expertise

People Operations

Project Management

Data Privacy Mindset

AI & Self-Service Literacy

Education

ServiceNow Certifications (CIS-HR, CSA, CAD)

Tools

ServiceNow HRSD

Knowledge Management

Workflow Design

NowAssist

Job description

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states.

Waymo’s People team recruits and supports the world’s best talent (including, we hope, you). Our HR business partners, program administrators, staffers, and compensation specialists help our employees attain their full potential in a healthy, considerate and supportive environment. We take our role as stewards of Waymo's culture seriously.

This role follows a hybrid work schedule and reports to our Manager, People Operations.

You will:

• Execute the roadmap for how the People team leverages ServiceNow to deliver a frictionless, self-service support model, including service catalog and workflow design.
• Maintain and govern global knowledge management standards to ensure People content is highly searchable, clear, and optimized for AI-driven retrieval and self-service content is accurate and aligns with current policies.
• Partner with the Digital Transformation team on AI-enabled initiatives such as virtual agents, NowAssist, automated case triage, and guided workflows to reduce manual ticketing and speed up resolution times.
• Execute routine administrative configurations in ServiceNow HRSD, including updates to People case templates, assignment rules, and user criteria.
• Design, test, and adjust lifecycle events and People service workflows to elevate the employee onboarding, transfer, and transition experiences.
• Partnering with IT, People Operations and domain-specific Ops leads to making sure there's clear alignment in processes and programs, and translates complex policies into technical workflows, troubleshoot bugs, and project-manage system upgrades from discovery to deployment.
• Champion the pragmatic adoption of emerging People technologies while proactively balancing security, governance risks, and user-experience friction.

You have:

10+ years in People Operations, People Technology, or Service Management.

ServiceNow Expertise: Deep, hands-on experience with ServiceNow HRSD, including configuration, knowledge management, and workflow design.

ServiceNow certifications (like CIS-HR, CSA or CAD certifications)

Systems Thinking: A proven track record of mapping complex, manual human processes into automated digital workflows, and connecting workflows across People CoE tools and systems (e.g. Workday)

AI & Self-Service Literacy: Experience building or optimizing virtual agents, automated routing, or machine-learning-driven search utilities.

Project Management Skills: Ability to lead cross-functional global initiatives, balance competing priorities, and manage stakeholder expectations across People and IT.

Data & Privacy Mindset: High comfort level managing sensitive People data with a strong understanding of role-based access controls and global privacy compliance (e.g., GDPR).

Act as an internal process-design consultant to the broader People Team (Strategy, Business Partners, Talent Acquisition, etc.), identifying areas of significant process debt and designing scalable, automated workflows to replace manual efforts.

The expected base salary range for this full-time position across US locations is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level.

Waymo employees are also eligible to participate in Waymo’s discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements.

Salary Range

$159,000—$196,000 USD