ServiceNow

Manager, People Operations (Total Rewards and Talent)

ServiceNow • $100K — $130K *
West Palm Beach, FL 33411In-Person
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 8+ years in HR Operations or Shared Services with global reach.
  • 5+ years leading operational HR teams in complex environments.
  • Experience in Compensation and Benefits Operations leadership.
  • Strong knowledge of global compliance and operational governance.
  • Proven expertise in Workday and related HR technologies.

Responsibilities

  • Lead a team of People Care Associates and Specialists, fostering development and feedback.
  • Oversee daily HR service delivery in Compensation and Benefits.
  • Ensure execution of key HR operational events like Open Enrollment and Annual Compensation Review.
  • Implement improvements to enhance HR operational efficiency and employee experience.
  • Build partnerships with HR technology and other COEs for program execution.

Benefits

  • Comprehensive health, dental, and vision coverage.
  • 401(k) retirement plan with company match.
  • Employee wellness programs and resources.
  • Professional development opportunities and training.
  • Flexible work arrangements tailored to individual needs.
Full Job Description
Job Description

As a Manager, People Operations (Total Rewards and Talent), you will lead a team of People Care Associates, Specialists, and regional Team Leads responsible for delivering high-quality HR operational services across Compensation, Benefits, and broader People Operations. You will partner closely with Compensation, Benefits, Payroll, HR Technology, and Global People COEs to operationalize programs, deliver complex employee lifecycle transactions, and continuously improve the employee experience through operational excellence.

You will provide leadership for a growing operational organization responsible for delivering scalable, compliant, and customer-focused HR services while driving process standardization, automation, continuous improvement, and operational governance.

Working closely with Global People stakeholders, you will translate strategic initiatives into operational execution, ensuring services are delivered efficiently, accurately, and consistently while maintaining a strong focus on employee experience and operational quality.

Key Responsibilities

People Leadership
  • Lead a team of Global People Care Associates, Specialists, and regional Team Leads while providing coaching, development, performance management, and ongoing feedback.
  • Inspire, motivate, and develop a high-performing team that embraces ServiceNow's leadership principles and customer-first mindset.
  • Foster a culture of accountability, collaboration, innovation, continuous learning, and operational excellence.
  • Build organizational capability by coaching team members, developing subject matter expertise, and creating opportunities for career growth.

HR Operations Leadership
  • Lead day-to-day operational delivery across Compensation, Benefits, and broader Global People Operations services.
  • Ensure operational readiness and successful execution of large annual operational events including Open Enrollment, Annual Compensation Review (ACR), bonus processing, year-end activities, and other enterprise-wide People programs.
  • Oversee complex employee lifecycle transactions, ensuring quality, compliance, accuracy, and timely execution.
  • Manage operational escalations while ensuring appropriate governance, stakeholder communication, and issue resolution.

Operational Excellence
  • Identify, recommend, and implement improvements to regional and global People Operations processes to improve efficiency, scalability, employee experience, and operational consistency.
  • Lead continuous improvement initiatives focused on service delivery optimization, standardization, automation, and operational maturity.
  • Foster a culture of innovation by leveraging technology, AI, workflow automation, and data-driven decision making to simplify operations.

Compensation & Benefits Operations

Partner closely with Compensation and Benefits Centers of Excellence to operationalize and execute programs including:
  • Benefits administration and operational support
  • Open Enrollment readiness and execution
  • Eligibility administration
  • Vendor management and operational coordination
  • Benefits vendor integrations, file management, and reconciliation
  • Tier 2 employee escalations
  • Annual Compensation Review operational execution
  • Merit and bonus processing
  • Off-cycle compensation events
  • Country-specific compensation processing
  • Operational support for compliance-related Benefits and Compensation activities

Cross-Functional Partnership
  • Build productive partnerships with Compensation, Benefits, Payroll, HR Technology, and Global People COEs.
  • Serve as the operational partner responsible for translating strategic COE initiatives into scalable operational processes.
  • Partner with HR Technology teams to support Workday enhancements, integrations, testing, and operational readiness for new functionality.
  • Collaborate across cross-functional teams to deliver enterprise-wide projects and operational initiatives.

Vendor & Operational Governance
  • Oversee operational relationships with external Benefits and HR service vendors.
  • Ensure operational governance around vendor performance, service delivery, issue resolution, invoicing, reconciliations, and operational compliance.
  • Partner with vendors and internal stakeholders to proactively resolve operational issues and improve service quality.

Compliance & Risk Management
  • Ensure operational compliance with regional and global legislative requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other applicable regulations.

Data, Analytics & Decision Support
  • Leverage operational metrics, analytics, and insights to identify trends, improve performance, and support strategic decision making.
  • Develop meaningful operational dashboards and reporting that enable leadership visibility into service quality, productivity, employee experience, and operational effectiveness.
  • Think critically and strategically by translating operational data into actionable recommendations.

Change Leadership
  • Serve as a change champion supporting organizational transformation, new operating models, technology implementations, and process evolution.
  • Lead operational readiness activities ensuring successful adoption of new programs, processes, and technologies.
  • Drive continuous improvement initiatives that enhance employee experience while increasing operational efficiency.

What We Are Looking For

To excel in this role, you should demonstrate:
  • Living our values and leadership capabilities by taking a humble approach to learning, obsessing over customer experience, fostering empathy and inclusivity, and celebrating wins collectively.
  • Passion for leading, coaching, mentoring, and developing high-performing operational teams.
  • Strong operational knowledge of HR Operations with foundational expertise across Compensation Operations, Benefits Operations, Payroll interactions, and employee lifecycle processes.
  • Experience partnering closely with Compensation, Benefits, Payroll, HR Technology, and HR Centers of Excellence.
  • Ability to translate strategic COE initiatives into scalable operational execution.
  • Strong understanding of operational governance, process controls, quality management, and service delivery best practices.
  • Experience managing complex operational programs involving multiple stakeholders, vendors, and enterprise systems.
  • Excellent communication, relationship-building, and executive stakeholder management skills.
  • Product mindset focused on improving employee experience through technology-enabled solutions.
  • Experience engaging and influencing senior functional leaders.
  • In-depth knowledge of regional and global compliance requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other employment regulations.
  • Strong analytical capabilities with the ability to derive insights through data, storytelling, and operational metrics.
  • Creative problem-solving skills with demonstrated success driving operational improvements and managing escalations.
  • Ability to thrive in a dynamic, fast-paced, high-growth environment while balancing strategic priorities with operational execution.
  • Ability to independently lead complex cross-functional initiatives from planning through execution.


Qualifications

Required Qualifications
  • Experience leveraging AI and automation to improve HR service delivery, operational decision making, workflow optimization, or employee experience.
  • 8+ years of progressive experience in HR Operations, Shared Services, Global Business Services, or centralized HR service delivery supporting global organizations.
  • 5+ years leading operational HR teams in a complex global environment.
  • Demonstrated experience leading Compensation Operations and/or Benefits Operations teams, or leading operational delivery in close partnership with Compensation and Benefits Centers of Excellence.
  • Strong understanding of Compensation Operations, Benefits Administration, employee lifecycle processes, and operational governance.
  • Experience supporting large enterprise operational events such as Annual Compensation Review, Open Enrollment, year-end processing, or similar global HR operational programs.
  • Experience partnering with Payroll, HR Technology, Compensation, Benefits, and external vendors.
  • Strong understanding of Workday HCM and related HR technologies supporting Compensation and Benefits operations.
  • Experience with operational process optimization, Lean or continuous improvement methodologies.
  • Advanced analytical skills including Excel, PowerPoint, reporting, dashboards, and operational metrics.
  • Experience leading global operational transformation and service delivery improvement initiatives.

Nice to Have
  • Exposure to Workday Core HCM processes supporting employee lifecycle transactions, including job changes, organizational changes, manager changes, transfers, promotions, and other core HR transactions.
  • Exposure to Talent Management, including Performance Management, goal management, talent reviews, and annual performance cycles.
  • Experience operating across multiple HR Operations domains beyond Compensation and Benefits, with the flexibility to support evolving operational priorities.
  • Experience working in a global shared services environment leveraging Workday, ServiceNow HRSD, and AI-enabled operational practices.


Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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