Principal, Global PX Operations Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal, Global PX Operations Lead based in the United States.

This role serves as a key operational leader within a global People function, translating strategy into scalable processes, systems, and measurable outcomes. You will act as a strategic partner to the Global Head of PX Operations while owning major initiatives across HR technology and service delivery. A central focus will be rebuilding the ServiceNow HR Service Delivery platform and establishing a comprehensive Tier 0 through Tier 3 support model. You will also lead the deployment of AI and automation across employee-facing processes, helping improve efficiency and the overall employee experience. Working across multiple regions and functions, you will influence platform design, governance, reporting, and operational standards at enterprise scale. Success will be measured through tangible improvements in service levels, automation, resolution rates, employee satisfaction, and operational ROI.

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 certific