Principal, Global PX Operations Lead

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

What You Can Expect

As a Global People Experience Operations Lead, you serve as the operational engine behind Zoom’s People function and the right hand to the Global Head of PX Operations. You will turn strategy into shipped process, working systems, and metrics that hold up in front of executives, with genuine ownership over platform design, service architecture, and automation delivery. Your work centers on rebuilding Zoom’s ServiceNow HR Service Delivery platform, architecting a Tier 0 through Tier 3 service model, and embedding AI and automation into people processes that reach every Zoomie worldwide. Impact here is measured in concrete outputs: SLA compression, deflection rate, first-contact resolution, hours returned to the business, and ROI on every solution you ship.

About the Team

PX Operations is the shared services and operational backbone of Zoom’s People function, delivering across a matrixed, multi-region model spanning India, the Philippines, Mexico, and other global markets. The team supports Zoom’s overall business strategy by helping identify, hire, onboard, develop, and reward Zoomies while continuously improving the employee experience. Working here means partnering across a global community of coordinators, specialists, and CoE stakeholders to build a People function that scales with the business.

Responsibilities

• Own the end-to-end ServiceNow HR Service Delivery platform rebuild, covering catalog architecture, case taxonomy, routing logic, knowledge management, approval workflows, and integrations with Workday and adjacent systems.
• Architect and operationalize a Tier 0 through Tier 3 service model, building self-service capabilities, operating standards, escalation protocols, and governance frameworks across the global PX Ops community.
• Design, deploy, and measure AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition operations, applying systems thinking to eliminate waste and compress cycle times.
• Define and own the PX Operations reporting layer, including metrics frameworks, executive dashboards, and cadenced reporting on SLA compliance, deflection rates, first-contact resolution, CSAT, and ROI.
• Drive global process harmonization across regional teams, establishing governance for AI and automation deployment that includes model validation, bias safeguards, audit trails, and compliance documentation.
• Partner with CoEs, Payroll, Legal, IT, and Engineering on cross-functional escalations and platform integrations, representing PX Operations at senior stakeholder forums and serving as deputy to the Global Head of PX Operations.
• Coach and enable the global PX Ops coordinator community on process discipline, tooling, and data literacy, raising capability across the offshore and onshore delivery model.

What We’re Looking For

• 8 to 10 or more years of experience in HR/People Operations, shared services, HR technology, or transformation, with demonstrable ownership of operational delivery at enterprise scale within a multi-tier, multi-region organization.
• Deep, hands-on ServiceNow expertise (HRSD strongly preferred), including at least one end-to-end platform rebuild or major redesign you led or co-led, plus strong Workday proficiency and experience with HRIS-to-case-management integration.
• Proven track record designing and operating Tier 0 through Tier 3 service models, with documented results across SLA attainment, first-contact resolution, deflection rate, and CSAT.
• Demonstrated AI and automation delivery experience with quantified outcomes, such as hours saved, volume deflected, cycle time reduced, or cost avoided.
• Advanced data analysis skills and the ability to build and present executive-ready dashboards and stakeholder reporting, with fluency in translating analysis into clear recommendations.
• Process improvement expertise through systems thinking methodologies such as Value Stream Mapping, root cause analysis, and Lean Six Sigma (Green Belt or above preferred), combined with experience driving global process harmonization.
• Bachelor’s degree in a related field, or equivalent business experience, and the ability to handle highly sensitive and confidential information with absolute discretion across multiple regulatory environments.

Salary Range or On Target Earnings:

Minimum:

$126,500.00

Maximum:

$276,700.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

Anticipated Position Close Date:

10/12/26

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn (https://careers.zoom.us/benefits) for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form (https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement (https://www.zoom.com/en/trust/candidate-privacy-statement/) for more information of how we use your data.

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We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines