Senior Manager, People Operations Strategy & Enablement

Lennar•Waterford, FL

1d•Onsite

About The Position

The Senior Manager, People Operations Strategy & Enablement is a key leadership role responsible for shaping the strategy, governance, and optimization of Lennar’s HR Service Delivery ecosystem. This leader will drive the transformation of the associate experience through ServiceNow HRSD, Employee Center Pro, and related digital HR platforms — ensuring consistent, data-driven, and associate-centric service delivery across the organization. This role partners closely with Process Excellence, HR Operations, Enterprise Knowledge Management, IT, Communications, and HR Centers of Excellence to centralize, standardize, and automate HR processes while delivering actionable insights that enhance service quality, engagement, and decision-making. A career with purpose. A career built on making dreams come true. A career built on building zero defect homes, cost management, and adherence to schedules.

Requirements

Bachelor’s degree in Human Resources, Business, or related field (Master’s preferred).
8+ years in HR Operations, People Services, or HR Transformation within large, complex organizations.
Proven experience leading or governing ServiceNow HR Service Delivery (HRSD) platforms, including Employee Center Pro and case/knowledge management modules.
Strong background in data analytics, dashboard development (ServiceNow Performance Analytics or Power BI), and storytelling with insights.
Demonstrated success in change enablement, HR process optimization, and enterprise system governance.
Experience working cross-functionally with IT, HRBPs, COEs, and Shared Services to deliver seamless Associate experiences.
Strategic thinking with a bias for automation and continuous improvement.
Exceptional communication, stakeholder management, and governance facilitation.
Ability to translate complex platform data into actionable business insights.
Proficiency with ServiceNow reporting, Performance Analytics, and Workday data structures.
This is primarily a sedentary office position which requires the incumbent to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

Nice To Haves

PHR, SHRM-CP, or ServiceNow HRSD certification strongly preferred.

Responsibilities

Platform Strategy & Governance: Own the strategic roadmap for ServiceNow HRSD and Employee Center Pro, ensuring alignment with enterprise HR and IT strategies. Lead governance of the Associate Center experience, including page architecture, branding, content standards, and navigation. Partner with Associate Innovations and HR Technology teams to manage HRSD releases, feature enablement, and platform integrations (e.g., Workday, DocuSign, Docebo, HireRight). Establish governance councils and frameworks for content management, assignment groups, and service taxonomy.
Change Enablement & Adoption: Design and execute change management strategies to drive adoption of HRSD features, including Live Chat, Now Assist, and automated workflows. Lead communication and enablement campaigns for new service capabilities and HR process changes. Champion Associate and HR agent experience through feedback loops, training, and “voice of the user” insights. Serve as strategic liaison between HR Operations and Corporate Communications to ensure unified and consistent messaging.
Analytics, Insights & Continuous Improvement: Develop and maintain a comprehensive People Operations analytics suite leveraging ServiceNow and Power BI. Deliver dashboards and insights on case volume, CSAT, SLA adherence, knowledge usage, Live Chat and virtual assistant metrics, and Employee Center traffic. Drive continuous improvement using data to identify bottlenecks, turn backs, escapes, and automation opportunities. Lead quarterly business reviews on HRSD performance with senior leadership, recommending actionable improvements.
Collaboration & Leadership: Partner with HR COEs, Payroll, IT, and Legal to ensure scalable and compliant HR service delivery. Supervise a small team or matrixed resources supporting analytics, knowledge management, and digital content. Represent People Operations in cross-functional initiatives, technology governance forums, and Associate experience focus groups.