Senior Manager, ServiceNow HR Experience

Keurig Dr Pepper; Frisco (TX); On-site; USD 131,000 - 185,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k matching

Tuition Reimbursement

Mileage Reimbursement

Annual bonus

Job summary

Keurig Dr Pepper in Frisco, TX seeks a Senior Manager, ServiceNow HR Experience to lead the HRSD roadmap, modernize employee and manager experiences, and accelerate adoption of next-generation capabilities.

You will partner with IT Platform Owner, manage the HRSD Analyst and Automation Lead, oversee the EY AMS relationship, and translate ServiceNow releases into prioritized initiatives for HR leadership with clear tradeoffs and funding considerations.

Qualifications

• 5+ years experience in HR technology, HRIS/product ownership, or HR operations.
• Hands-on ServiceNow HRSD expertise (configuration, workflow, and service delivery design).
• Proven ability to build and deliver a product roadmap and communicate priorities to senior leaders.
• Experience managing AMS/implementation partners with accountability for outcomes and service performance.
• Working knowledge of AI/agentic concepts in HR service delivery, with ability to assess value, risk, and readiness.
• Strong cross-functional partnership skills, especially with IT platform and enterprise stakeholders.
• Executive-level communication skills; able to synthesize complex topics into clear, decision-ready recommendations.

Responsibilities

• Own and evolve the HRSD roadmap, prioritizing capabilities that materially improve employee and manager experience.
• Evaluate, business case, and lead phased adoption of Employee Journeys, Manager Hub, and AI-enabled HRSD features.
• Translate ServiceNow releases and emerging capabilities into clear opportunities, sequencing work based on value, readiness, and risk.
• Present recommendations, tradeoffs, and funding needs to HR leadership in decision-ready formats.
• Partner with IT Platform Ownership to evaluate upgrades and enterprise changes for HRSD impact and readiness before release.
• Represent HR requirements in ServiceNow governance forums and align HRSD priorities to the enterprise roadmap.
• Guide scalable, integrated HRSD design decisions that protect employee experience and long-term maintainability.
• Lead and develop two direct reports (HRSD Analyst; Automation & Process Improvement Lead) to deliver roadmap outcomes.

Skills

HR technology

ServiceNow HRSD

Product ownership

Executive communication

Cross-functional partnership

Tools

ServiceNow

Job description

Job Overview:

The Senior Manager, ServiceNow HR Experience sets the vision and roadmap for ServiceNow HR Service Delivery (HRSD) in a mature HR Shared Services environment. The role is focused on driving what’s next—modernizing the employee and manager experience and accelerating adoption of next-generation capabilities.

The product owner leads evaluation, business casing, and phased rollout of emerging ServiceNow capabilities (e.g., Employee Journeys, Manager Hub, and AI-driven experiences), and communicates priorities and investment recommendations to HR leadership, including the Sr. Director and SVP of Talent and Operations.

In close partnership with the IT Platform Owner, this role represents HRSD in platform governance, ensuring upgrades and enterprise changes are assessed for HRSD impact and aligned to HR priorities.

The role manages the HRSD analyst and automation lead, oversees the EY AMS relationship, and brings strong executive communication, cross-functional collaboration, and a pragmatic approach to responsible AI adoption.

Key Responsibilities:

• Product Strategy & Roadmap
  • Own and evolve the HRSD roadmap, prioritizing capabilities that materially improve employee and manager experience.
  • Evaluate, business case, and lead phased adoption of Employee Journeys, Manager Hub, and AI-enabled HRSD features.
  • Translate ServiceNow releases and emerging capabilities into clear opportunities, sequencing work based on value, readiness, and risk.
  • Present recommendations, tradeoffs, and funding needs to HR leadership in decision-ready formats.
• Agentic AI & Emerging Technology
  • Lead HR’s AI-in-HRSD strategy (pilots through scale), including use-case selection, success measures, and operating model implications.
  • Stay current on agentic AI trends relevant to HR service delivery and identify practical applications within ServiceNow.
  • Ensure responsible deployment by addressing data governance, controls, privacy, and change readiness.
• IT Partnership & Platform Governance
  • Partner with IT Platform Ownership to evaluate upgrades and enterprise changes for HRSD impact and readiness before release.
  • Represent HR requirements in ServiceNow governance forums and align HRSD priorities to the enterprise roadmap.
  • Guide scalable, integrated HRSD design decisions that protect employee experience and long-term maintainability.
• Vendor & Partner Management
  • Manage the strategic relationship with ServiceNow and monitor vendor roadmap developments relevant to HRSD.
  • Ensure vendor delivery aligns to the roadmap and supports both operational stability and innovation.
• Employee & Manager Experience
  • Champion user-centered design and measurable improvements to key employee/manager moments.
  • Use analytics to monitor adoption and performance, and continuously refine service delivery.
• Team Leadership
  • Lead and develop two direct reports (HRSD Analyst; Automation & Process Improvement Lead) to deliver roadmap outcomes.
  • Build a culture of continuous improvement and experimentation, including thoughtful adoption of AI-enabled ways of working.

Total Rewards:

• Salary range $130,700 - $185,000
• Actual placement within the compensation range may vary depending on experience, skills, and other factors
• Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
• Annual bonus based on performance and eligibility

Requirements:

• 5+ years experience in HR technology, HRIS/product ownership, HR operations, or related roles.
• Hands‑on ServiceNow HRSD expertise (configuration, workflow/case management, and service delivery design).
• Proven ability to build and deliver a product roadmap and communicate priorities and tradeoffs to senior leaders.
• Experience managing AMS/implementation partners with accountability for outcomes and service performance.
• Working knowledge of AI/agentic concepts in HR service delivery, with ability to assess value, risk, and readiness.
• Strong cross-functional partnership skills, especially with IT platform and enterprise stakeholders.
• Executive-level communication skills; able to synthesize complex topics into clear, decision-ready recommendations.

Preferred Qualifications

• People leadership experience, with ability to coach and develop talent.
• Agile/SAFe product ownership experience (backlog, sprint planning, and release governance).
• Experience with advanced ServiceNow HRSD capabilities
• Familiarity with ServiceNow NowAssist or comparable AI capabilities in a ServiceNow environment.
• Relevant ServiceNow certifications (e.g., CSA, HRSD Implementation Specialist; AI/ML-related credentials).
• Experience in a mature HR Shared Services/HR Operations environment.

Company Overview:

Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American refreshment beverage business holds leadership positions across carbonated soft drinks, water, juice and mixers with a portfolio of iconic brands such as Dr Pepper®, Canada Dry®, Mott’s®, A&W®, Peñafiel®, GHOST®, 7UP®, Snapple®, Clamato® and Core Hydration®. Our global coffee business spans more than 100 markets and includes the leading Keurig® single‑serve brewing system in the U.S. and Canada, along with powerhouse brands such as Peet’s, L’OR and Jacobs, and other regional coffee leaders. Our more than 50,000 employees aim to enhance the experience of every beverage and coffee occasion while making a positive impact for people, communities and the planet.

We strive to be an employer of choice, providing a culture and opportunities that empower our team to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation and growth. Will you join us?

Keurig Dr Pepper is an equal opportunity employer and recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.