Principal, Global PX Operations Lead

New

JobgetherHR Operations

Fully remote work arrangement in the United States.Full-TimePrincipal

SalaryBase salary range of $126,500–$276,700

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Job Details

Experience: 8–10+ years
Required Skills: Artificial IntelligenceData AnalysisStakeholder managementServiceNowWorkdayProcess improvement

8–10+ years of experience in HR/People Operations, shared services, HR technology, or transformation 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.
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 and CSAT.
Demonstrated experience delivering AI and automation initiatives with quantifiable outcomes.
Advanced data analysis capabilities, including developing executive-ready dashboards.
Strong process improvement expertise using systems-thinking approaches such as Value Stream Mapping or root cause analysis.
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.
Lean Six Sigma Green Belt certification or higher is preferred.

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.
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.
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.

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