People Operations Manager

About the role

This position is responsible for leading a global team dedicated to delivering comprehensive HR services in the areas of compensation, benefits, and the full employee lifecycle. The successful candidate will act as a critical connector, translating high-level strategic HR objectives into tangible, day-to-day operational realities. You will be accountable for ensuring that service delivery remains both highly scalable and strictly compliant with relevant regulations. The role requires a balance of strategic oversight and hands-on management to guarantee consistent, high-quality outcomes. You will foster a culture of continuous improvement within your team. Success in this position will be defined by your ability to optimize processes and enhance the overall employee experience. You will leverage analytical insights to drive decisions and improvements.

Key facts

What you'll do

• Assume ownership and leadership of a global team comprising People Care Associates, Specialists, and regional Team Leads.
• Provide oversight for critical operational windows, including Open Enrollment, Annual Compensation Review cycles, and year-end processing activities.
• Champion the development and implementation of standardized processes while driving automation initiatives to improve efficiency.
• Collaborate closely with Payroll, HR Technology, and Compensation/Benefits teams to execute and support key strategic programs.
• Exercise end-to-end responsibility for operational governance and the management of external vendor relationships.
• Ensure all operational procedures adhere to global and regional regulatory mandates, including HIPAA, OFCCP, GDPR, and COBRA requirements.
• Utilize advanced data analytics and performance dashboards to track service quality metrics and guide operational decisions.
• Partner with cross-functional stakeholders to identify and resolve complex operational issues at scale.
• Develop and maintain robust documentation for processes and procedures to ensure consistency and clarity.
• Mentor team members to foster professional growth and elevate overall team performance.
• Analyze trends and root causes of operational issues to implement preventative solutions.
• Serve as the primary point of contact for internal stakeholders regarding operational inquiries and escalations.
• Drive initiatives to enhance the employee experience through streamlined service delivery.
• Support the adoption and effective use of new technologies to improve team efficiency and accuracy.

Requirements

• Possess 8 or more years of progressively responsible experience within HR Operations, Shared Services, or Global Business Services environments.
• Bring a minimum of 5 years of demonstrated leadership experience managing operational HR teams inside a complex global organization.
• Show clear expertise in the end-to-end operations of Compensation and Benefits functions.
• Demonstrate a high level of proficiency with Workday HCM platforms and related HR technologies.
• Have a proven track record of successfully managing large-scale, enterprise-wide operational events and projects.
• Show a history of using AI and automation tools to optimize HR workflows and the quality of service delivery.
• Apply knowledge of Lean principles or other continuous improvement methodologies to enhance processes.
• Utilize advanced skills in data analysis, reporting, and the creation of presentations to communicate findings and recommendations.
• Exhibit strong judgment and the ability to interpret complex regulations and translate them into operational controls.
• Maintain a meticulous attention to detail to ensure accuracy in sensitive personnel actions and data.
• Demonstrate the capacity to lead and influence cross-functional teams without direct authority.
• Show resilience and adaptability when managing competing priorities in a fast-paced environment.
• Commit to upholding the highest standards of confidentiality and data security in all operations.

Nice to have

• Hands-on experience with Workday Core HCM processes, including job changes, transfers, and promotions.
• A background in Talent Management, specifically with performance and goal management cycles.
• Familiarity with ServiceNow HRSD and the use of AI-enabled operational tools.
• The flexibility to support multiple HR domains beyond the primary focus on compensation and benefits.

Practical notes

The company utilizes work personas to determine flexibility based on role requirements and proximity to office locations. ServiceNow is an equal opportunity employer and provides reasonable accommodations for candidates who require them during the application process.