Manager, People Operations

About the role

The People Solutions & Knowledge team is focused on creating a scalable, knowledge-led employee experience. It does this by improving how employees use HR services through ServiceNow and AI-powered self-service tools. The team owns global work across service design, knowledge strategy, and platform governance to make support easier to find, faster to resolve, and more seamless in a digital environment. In this position, you will help shape how employees access and experience People services at scale, with direct impact on efficiency, consistency, and employee satisfaction.

What you'll do

• Set and lead the approach for how the People team uses ServiceNow to build a scalable, knowledge-based employee support model, including service catalog and workflow structure.
• Create and maintain global knowledge standards that improve discoverability, AI readiness, and successful self-service outcomes.
• Work closely with HR, IT, and platform partners to ensure People Operations processes fit system capabilities and support smooth delivery and adoption.
• Lead AI-enabled improvements such as virtual agents, automated triage, and guided workflows to strengthen the digital employee experience and reduce manual effort.
• Manage platform governance, including access permissions, role structure, and audit preparedness to support compliance, consistency, and strong operational controls.

Qualifications

The role calls for experienced HR or service-management professionals who can operate in a technology-enabled people operations environment. Candidates should bring hands-on familiarity with ServiceNow HRSD or a similar platform from a functional standpoint, along with people leadership experience.

Required experience

• At least 5 years of experience in People Operations, HR Technology, or Service Management.
• Practical experience working with ServiceNow (HRSD) or an equivalent system in a functional role.
• At least 3 years of experience leading people.

Preferred experience

• Ability to own a roadmap and influence partners across HR and IT.
• Comfort analyzing complex dashboards and using insights to improve operations.
• Experience managing content and increasing case deflection through optimization.

Compensation and benefits

For New York, NY-based roles, the base pay range is USD 137,000 to USD 152,000 per year. For Chicago, IL-based roles, the base pay range is USD 123,000 to USD 136,500 per year. For San Francisco, CA-based roles, the base pay range is USD 137,000 to USD 152,000 per year. Full-time employees may also be eligible for a bonus program, an equity award, and other forms of compensation. In addition, full-time employees can participate in a 401(k) plan and may receive access to a range of benefits.