Principal, Global PX Operations Lead

Zoom

1d • $126,500 - $276,700

About The Position

As a Global People Experience Operations Lead, you will serve as the operational engine behind Zoom’s People function and as the right hand to the Global Head of PX Operations. You will turn strategy into processes, systems, and executive-ready metrics, with ownership of platform design, service architecture, and automation delivery. The role focuses on rebuilding Zoom’s ServiceNow HR Service Delivery platform, architecting a Tier 0 through Tier 3 service model, and embedding AI and automation into global People processes. Impact is measured through outcomes such as SLA compression, deflection rate, first-contact resolution, hours returned to the business, and ROI.

PX Operations is the shared-services and operational backbone of Zoom’s People function. It operates across a matrixed, multi-region model that includes India, the Philippines, Mexico, and other global markets. The team supports Zoom’s business strategy by helping identify, hire, onboard, develop, and reward employees while continuously improving the employee experience. The role partners with a global community of coordinators, specialists, and CoE stakeholders to build a People function that can scale with the business.

Requirements

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

Nice To Haves

• Lean Six Sigma Green Belt or above.

Responsibilities

• Own the end-to-end ServiceNow HR Service Delivery platform rebuild, including 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, developing self-service capabilities, operating standards, escalation protocols, and governance frameworks across the global PX Operations community.
• Design, deploy, and measure AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition operations, using systems thinking to eliminate waste and reduce cycle times.
• Define and own the PX Operations reporting layer, including metrics frameworks, executive dashboards, and regular reporting on SLA compliance, deflection rates, first-contact resolution, CSAT, and ROI.
• Drive global process harmonization across regional teams and establish governance for AI and automation deployment, including model validation, bias safeguards, audit trails, and compliance documentation.
• Partner with CoEs, Payroll, Legal, IT, and Engineering on cross-functional escalations and platform integrations; represent PX Operations at senior stakeholder forums and serve as deputy to the Global Head of PX Operations.
• Coach and enable the global PX Operations coordinator community on process discipline, tooling, and data literacy across offshore and onshore delivery.

Benefits

• A variety of perks, benefits, and options intended to support employees’ physical, mental, emotional, and financial health, work-life balance, and meaningful community contribution.
• Bonus and equity value may be considered as part of Zoom’s Total Direct Compensation philosophy.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal