People Operations Team Lead

ServiceNow•West Palm Beach, FL

About The Position

ServiceNow, founded in 2004 in San Diego, California, is a global market leader providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Their intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations. ServiceNow is recognized as one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™. The company encourages all candidates to apply, emphasizing an inclusive environment where skills and experience are transferrable. The Global People Care team at ServiceNow aims to improve the employee work experience using their own technology, providing support to employees and managers across 27 countries. This team partners with HR Business Partners and Centers of Excellence to deliver an engaging employee experience and continuously enhance service delivery. As a People Operations Team Lead, you will support Global People Care Associates and Specialists in their day-to-day activities to maximize productivity and optimize partnerships. This role acts as a first-line manager, liaison, and point of escalation, providing feedback to the regional Care or PEC Lead to elevate the team's performance and capabilities.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
5+ years’ previous experience working in an HR operations or centralized customer service support role supporting global client groups
5-8 years’ stakeholder and team management experience
Extensive experience in process optimization in operations
Strong process support skills and knowledge of Human Resources tools and technology
Proficiency in MS Excel, PowerPoint and hands-on data analysis
Demonstrate ServiceNow values and leadership capabilities: humble approach to learning, obsess over customer experience, foster empathy and inclusivity, celebrate wins collectively.
Excellent communication, interpersonal, and relationship-building skills with individuals at all organizational levels, both internally and externally.
High adaptability, empathy, and strong problem-solving skills, with a proactive and positive approach to challenges
Ability to navigate and understand both global and region-specific processes within the Global People Care team, enabling holistic problem-solving and process improvement
A product mindset, envisioning and influencing outcomes-based solutions with the voice of the customer in mind
Passion for creating exceptional employee experiences and a keen eye for detail and accuracy to ensure compliance.
Leadership experience in achieving outcomes, either as an individual contributor or in a team lead role; this may require conflict resolution and coaching skills
Strong sense of urgency, with the ability to manage complex requests, navigate time zones, and handle confidential hiring information
Proficiency in managing escalations, making sound decisions, and resolving complex situations with a sense of composure
Proven ability to work collaboratively in ambiguous situations, driving process compliance
Process-driven mindset, with a focus on efficiency improvement and a quick grasp of relevant business processes and systems
Availability to work in shifts

Responsibilities

Leverage strong understanding of Global People processes and regional nuances to lead, oversee, and balance assigned HR Case loads
End to end performance management of team members; provide training to and support development for Associate and Specialist team members, ensuring their success.
Monitor HR Case queues and dashboard views to ensure timely action and proactive backlog clean-up
Foster and maintain productive partnerships with internal stakeholders and client groups
Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base; partner with Centers of Excellence to ensure knowledge article quality and currency
Provide subject matter expertise, leading process documentation and maintenance, as well as educating and enabling the business on Global People policies and processes
Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
Perform audits and validations of HR Case transactions as required
Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
Provide feedback to Manager or regional Lead on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
Responsible for process optimization efforts to enhance efficiency, quality, productivity, and employee experience
Foster a culture of innovation and continuous process improvement within Global People
Be a part of various projects to enhance employee experience; provide User Acceptance Testing (UAT) support as required.
Contribute to resume/CV and first-stage interview screening in the hiring process for new team members
Collaborate with the regional Lead on impactful team initiatives and coordinate projects where applicable.
Act as a backup for the regional Lead if required and provide support to other team members as needed
Champion and promote change initiatives that impact the Global People Care team