Principal, Global PX Operations Lead

Accountabilities:: Own the end-to-end rebuild of the ServiceNow HR Service Delivery platform, including catalog architecture, case taxonomy, routing, knowledge management, approval workflows, and integrations with Workday and related systems. Design and operationalize a global Tier 0 through Tier 3 service model, establishing self-service capabilities, operating standards, escalation protocols, and governance across the PX Operations organization. Lead the design, implementation, and measurement of AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition processes. Apply systems thinking and process optimization to eliminate operational waste, reduce cycle times, and improve service delivery efficiency. Define and manage the PX Operations reporting framework, including performance metrics, executive dashboards, and recurring reporting on SLA compliance, deflection, first-contact resolution, CSAT, and ROI. Drive global process harmonization across regional teams and establish governance for AI and automation initiatives, including model validation, bias safeguards, audit trails, and compliance documentation. Partner with Centers of Excellence, Payroll, Legal, IT, and Engineering on platform integrations, complex escalations, and cross-functional operational initiatives. Represent PX Operations in senior stakeholder forums and act as a deputy to the Global Head of PX Operations when required. Coach and enable the global PX Operations coordinator community, strengthening capabilities in process discipline, technology adoption, and data literacy across both onshore and offshore teams. Requirements 8–10+ years of experience in HR/People Operations, shared services, HR technology, transformation, or a related field, with demonstrated ownership of enterprise-scale operational delivery in multi-tier, multi-region environments. Deep hands-on expertise with ServiceNow, preferably HR Service Delivery, including experience leading or co-leading at least one major platform rebuild or redesign. Strong Workday proficiency and experience integrating HRIS platforms with case-management or service-delivery systems. Proven experience designing and operating Tier 0 through Tier 3 service models, with measurable results in SLA performance, first-contact resolution, deflection, and CSAT. Demonstrated experience delivering AI and automation initiatives with quantifiable outcomes such as hours saved, reduced service volumes, shorter cycle times, or avoided costs. Advanced data analysis capabilities, with the ability to develop executive-ready dashboards and translate complex analysis into clear recommendations. Strong process improvement expertise using systems-thinking approaches such as Value Stream Mapping, root cause analysis, and Lean Six Sigma; Green Belt certification or higher is preferred. Experience driving global process harmonization across regional and matrixed organizations. Bachelor’s degree in a relevant field or equivalent business experience. Ability to manage highly sensitive and confidential information with discretion across multiple regulatory environments. Strong stakeholder management, communication, problem-solving, and cross-functional collaboration skills. Benefits Base salary range of $126,500–$276,700 , depending on qualifications, experience, and location. Total Direct Compensation philosophy incorporating base salary, bonus, and equity value . Fully remote work arrangement in the United States. Location-based compensation structure, with compensation ranges potentially varying by location. Benefits and programs designed to support physical, mental, emotional, and financial well-being. Programs supporting work-life balance and meaningful community engagement. Opportunities for professional growth, skill development, and career advancement within a collaborative, growth-focused environment.