Senior Manager, ServiceNow HRSD Strategy

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Join a Company that Empowers you to Build your Future

The Senior Manager, People Operations Strategy & Enablement is a key leadership role responsible for shaping the strategy, governance, and optimization of Lennar’s HR Service Delivery ecosystem. This leader will drive the transformation of the associate experience through Service Now HRSD, Employee Center Pro, and related digital HR platforms — ensuring consistent, data-driven, and associate-centric service delivery across the organization. This role partners closely with Process Excellence, HR Operations, Enterprise Knowledge Management, IT, Communications, and HR Centers of Excellence to centralize, standardize, and automate HR processes while delivering actionable insights that enhance service quality, engagement, and decision-making.

A career with purpose.

A career built on making dreams come true.

A career built on building zero defect homes, cost management, and adherence to schedules.

Your Responsibilities on the Team

Own the strategic roadmap for Service Now HRSD and Employee Center Pro, ensuring alignment with enterprise HR and IT strategies.

Lead governance of the Associate Center experience, including page architecture, branding, content standards, and navigation.

Partner with Associate Innovations and HR Technology teams to manage HRSD releases, feature enablement, and platform integrations (e.g., Workday, Docu Sign, Docebo, Hire Right).

Establish governance councils and frameworks for content management, assignment groups, and service taxonomy.

Change Enablement & Adoption

Design and execute change management strategies to drive adoption of HRSD features, including Live Chat, Now Assist, and automated workflows.

Lead communication and enablement campaigns for new service capabilities and HR process changes.

Champion Associate and HR agent experience through feedback loops, training, and “voice of the user” insights.

Serve as strategic liaison between HR Operations and Corporate Communications to ensure unified and consistent messaging.

Knowledge Management

• Manage and develop a team of indirect-reporting Knowledge Managers spread across Centers of Excellence - facilitating meetings, training new team members, and ensuring consistent standards and practices.
• Maintain and enhance centralized knowledge bases with clear, structured, and accessible content with a distributed, mobile-first Associate approach.
• Partner with subject matter experts to capture institutional knowledge and translate it into self-service resources.

Analytics, Insights & Continuous Improvement

Develop and maintain a comprehensive People Operations analytics suite leveraging Service Now and Power BI.

Deliver dashboards and insights on case volume, CSAT, SLA adherence, knowledge usage, Live Chat and virtual assistant metrics, and Employee Center traffic.

Drive continuous improvement using data to identify bottlenecks, turn backs, escapes, and automation opportunities.

Lead quarterly business reviews on HRSD performance with senior leadership, recommending actionable improvements.

Partner with HR COEs, Payroll, IT, and Legal to ensure scalable and compliant HR service delivery.

Supervise a small team or matrixed resources supporting analytics, knowledge management, and digital content.

Represent People Operations in cross-functional initiatives, technology governance forums, and Associate experience focus groups.

Requirements

Bachelor’s degree in Human Resources, Business, or related field (Master’s preferred).

PHR, SHRM-CP, or Service Now HRSD certification strongly preferred.

8+ years in HR Operations, People…