People Operations Program Manager – People Systems & Process Design

Job description

Job responsibilities

• Execute the roadmap for how the People team leverages ServiceNow to deliver a frictionless, self-service support model, including service catalog and workflow design.
• Maintain and govern global knowledge management standards to ensure People content is highly searchable, clear, and optimized for AI-driven retrieval and self-service content is accurate and aligns with current policies.
• Partner with the Digital Transformation team on AI-enabled initiatives such as virtual agents, NowAssist, automated case triage, and guided workflows to reduce manual ticketing and speed up resolution times.
• Execute routine administrative configurations in ServiceNow HRSD, including updates to People case templates, assignment rules, and user criteria.
• Design, test, and adjust lifecycle events and People service workflows to elevate the employee onboarding, transfer, and transition experiences.
• Partnering with IT, People Operations and domain-specific Ops leads to making sure there's clear alignment in processes and programs, and translates complex policies into technical workflows, troubleshoot bugs, and…
• Champion the pragmatic adoption of emerging People technologies while proactively balancing security, governance risks, and user-experience friction.

Job requirements

• 10+ years in People Operations, People Technology, or Service Management.
• ServiceNow Expertise: Deep, hands-on experience with ServiceNow HRSD, including configuration, knowledge management, and workflow design.
• ServiceNow certifications (like CIS-HR, CSA or CAD certifications)
• Systems Thinking: A proven track record of mapping complex, manual human processes into automated digital workflows, and connecting workflows across People CoE tools and systems (e.g. Workday)
• AI & Self-Service Literacy: Experience building or optimizing virtual agents, automated routing, or machine-learning-driven search utilities.
• Project Management Skills: Ability to lead cross-functional global initiatives, balance competing priorities, and manage stakeholder expectations across People and IT.
• Data & Privacy Mindset: High comfort level managing sensitive People data with a strong understanding of role-based access controls and global privacy compliance (e.g., GDPR).
• Act as an internal process-design consultant to the broader People Team (Strategy, Business Partners, Talent Acquisition, etc.), identifying areas of significant process debt and designing scalable, automated workflows…