Sr. Manager, Engage Me Operations

What you get to do in this role:We are seeking a Senior Manager, Engage Me Operations to join our Global People Care Team within Global People Operations to ensure delivery of a differentiated Lifecycle support Experience for ServiceNow employees. In your role as a Senior Manager, Engage Me Operations, you will be accountable for all global operational outcomes in the assigned scope areas, leveraging a global team of talented, passionate Care advisors, engaged through our People Enablement Centers (PEC) in India, Ireland, and Costa Rica. You will provide leadership, direction, and coaching.  You will also partner with our Product and Digital Technology teams to build and implement creative and innovative global solutions to ensure improvements and adherence to our customer commitments. You will also work closely with the HR Business Partner leadership to ensure support for their operational needs.We’re looking for an innovative and data-driven leader who will globally streamline lifecycle support processes leveraging the best that the ServiceNow HRSD platform has to offer, driving scale for ServiceNow today and in the future. We need a data-driven person who can find quick wins to remove immediate operational roadblocks, create the future state process for the global operation, while enhancing the employee experience. We need a person with a builder’s mindset who can leverage strategic and operational abilities to develop, implement, and drive programs to ensure we are driving scale.A role in the Engage Me Operations team is fast-paced and exists in a very dynamic environment. You’ll need a team spirit, be an action-oriented change-champion, able to drive operational efficiency, thrive in an evolving environment, and be excited about building and optimizing processes. Key responsibilities:Lead the Engage Me Care pillar, responsible for operations strategy, stakeholder engagement and partnerships, service excellence, voice of the customer, and collaborate with Business Product Leads on product initiatives and prioritizationPOC and owner for all stakeholder & partner engagements for Service Delivery (COEs, BU, Product/DT, GPPSD, HRBP)Responsible for owning regular operating rhythm with PEC and including them in stakeholder engagements as necessaryDrive and influence change across stakeholders to enhance our delivery model & operations; partner with key stakeholders to ensure knowledge is updated and accurateIdentify and influence opportunities for self-service, process optimization, and innovation to drive improvements to lifecycle processes to achieve increased productivity, global consistency, and adherence to our customer commitments while fully leveraging automation and Generative AI capabilitiesMonitor and evaluate relevant KPIs and OKRs, analyzing data for insights and root causes to continually refine and optimize processesBe the primary owner and driver of all activity on ServiceNow’s Human Resource Service Delivery (HRSD) platform and ensure that all parties are properly managing tickets and backlogs to ensure adherence to customer expectations.Be a master of the data that measures our outcomes, ensuring the team is delivering to customer expectations and driving root cause analysis and action plans where gaps existResource and drive great experiences through “white glove” (high touch) and live agent support.Drive and execute projects that will radically improve the effectiveness of our lifecycle processes, with an agile and consultative approachBuild and maintain productive partnerships with Global People Operations and HR Business Partner leadershipContribute to cross-functional projects which impact Engage Me OperationsPartner with the PECs to ensure a portfolio of training and development assets are built and maintained to drive a consistent onboarding program for new team members that shortens the ramp time to productivityCollaborate and partner with stakeholders across the organization where required – including Global People Operations team, Talent Acquisition, Global Mobility, Compensation, Operational Excellence and Governance, People Product and Project Management Office, Digital Technology, Legal and ComplianceBe a change champion: advocate for and promote the change that impacts the Engage Me Operations team.