Senior Program Manager, People Operations

GitLab

8h•Remote

About The Position

As a Senior Program Manager, you will help build the process architecture for GitLab’s People Operations team. This role reports to the hiring manager and is part of how we are bringing structure to a fast-growing function that supports onboarding, offboarding, internal movement, team member questions, and Workday-related operations. You will focus on documenting current state processes, designing future state workflows, and creating a practical roadmap that helps the team scale in a more efficient and sustainable way. This is a strong fit if you want to shape how a core People function works across teams. You will map end-to-end processes across People Operations and partner teams, identify gaps and handoffs, and help define a clearer service delivery framework as GitLab grows. You’ll work across technical and non-technical groups and help turn complex workflows into designs that are easier to understand, improve, and maintain. This is an all-remote role working across time zones with stakeholders in People Ops, People Technology, Finance, Legal, IT, and leadership. You’ll operate in GitLab’s handbook-first, async-by-default culture, where the process documentation, KBAs, and SOPs you create are core to how the function works. This role is central to People Operations’ shift toward a more structured, scalable, and data-informed operating model, and the process architecture you build will help create a durable foundation for the team’s future growth.

Requirements

Business process analysis and documentation for complex workflows that include both system-driven and manual steps across HR operations, process improvement, or similar operational environments.
Process design and documentation with the ability to create current state and future state process designs, including RACI matrices, SLAs, decision trees, and cross-functional handoff documentation, and translate them into clear requirements for tools like ServiceNow and Workday.
Cross-functional collaboration and communication to work effectively with technical and non-technical teams, ask probing questions, synthesize input, present recommendations in plain language, and align handoffs across partner functions.
Analytical and data-driven problem solving to review ticket datasets, process steps, system configurations, or spreadsheets, identify patterns and gaps, and use insights to prioritize improvements and support business cases.
Self-directed execution and prioritization with comfort defining a work plan, managing competing priorities, and building structure in environments with limited precedent.
Familiarity with HR systems and service delivery tools such as HRIS platforms and case management systems, with the ability to support process design in environments that use tools like Workday and ServiceNow.

Nice To Haves

Additional relevant experience in areas such as HR service delivery models, shared services, process improvement methods, knowledge base or self-service program development, SLA and service catalog design, automation and workflow tools, process maturity frameworks, global workforce support, or GitLab workflows.

Responsibilities

Map end-to-end People Operations processes across areas such as onboarding, offboarding, internal movement, team member support, and Workday-related operations.
Document current state workflows, key points, dependencies, system steps, and manual tasks to create a complete view of how work happens today.
Design future state processes that improve efficiency, scalability, and service delivery across People Operations.
Partner with cross-functional teams, including Talent Acquisition, IT, payroll, legal, compliance, and People Operations leads, to understand upstream and downstream handoffs.
Create process inventories, supporting documentation, and clear artifacts that teams can use to align on how services should work.
Develop roadmaps that outline the changes, sequence, and partnerships needed to move from current state to future state.
Support implementation planning by working with operations leads and other partners, while keeping your primary focus on process analysis and design.
Enable team members with practical tools and approaches for documenting and analyzing simpler processes so the function can build this capability over time.