Principal, Global PX Operations Lead

As a Global People Experience Operations Lead, you serve as the operational engine behind Zoom’s People function and the right hand to the Global Head of PX Operations. You will turn strategy into shipped process, working systems, and metrics that hold up in front of executives, with genuine ownership over platform design, service architecture, and automation delivery. Your work centers on rebuilding Zoom’s Service Now HR Service Delivery platform, architecting a Tier 0 through Tier 3 service model, and embedding AI and automation into people processes that reach every Zoomie worldwide.

Impact here is measured in concrete outputs: SLA compression, deflection rate, first-contact resolution, hours returned to the business, and ROI on every solution you ship.

PX Operations is the shared services and operational backbone of Zoom’s People function, delivering across a matrixed, multi-region model spanning India, the Philippines, Mexico, and other global markets. The team supports Zoom’s overall business strategy by helping identify, hire, onboard, develop, and reward Zoomies while continuously improving the employee experience. Working here means partnering across a global community of coordinators, specialists, and CoE stakeholders to build a People function that scales with the business.

• Own the end-to-end Service Now HR Service Delivery platform rebuild, covering catalog architecture, case taxonomy, routing logic, knowledge management, approval workflows, and integrations with Workday and adjacent systems.
• Architect and operationalize a Tier 0 through Tier 3 service model, building self-service capabilities, operating standards, escalation protocols, and governance frameworks across the global PX Ops community.
• Design, deploy, and measure AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition operations, applying systems thinking to eliminate waste and compress cycle times.
• Define and own the PX Operations reporting layer, including metrics frameworks, executive dashboards, and cadenced reporting on SLA compliance, deflection rates, first-contact resolution, CSAT, and ROI.
• Drive global process harmonization across regional teams, establishing governance for AI and automation deployment that includes model validation, bias safeguards, audit trails, and compliance documentation.
• Partner with CoEs, Payroll, Legal, IT, and Engineering on cross-functional escalations and platform integrations, representing PX Operations at senior stakeholder forums and serving as deputy to the Global Head of PX Operations.
• Coach and enable the global PX Ops coordinator community on process discipline, tooling, and data literacy, raising capability across the offshore and onshore delivery model.

• 8 to 10 or more years of experience in HR/People Operations, shared services, HR technology, or transformation, with demonstrable ownership of operational delivery at enterprise scale within a multi-tier, multi-region organization.
• Deep, hands-on Service Now expertise (HRSD strongly preferred), including at least one end-to-end platform rebuild or major redesign you led or co-led, plus strong Workday proficiency and experience with HRIS-to-case-management integration.
• Proven track record designing and operating Tier 0 through Tier 3 service models, with documented results across SLA attainment, first-contact resolution, deflection rate, and CSAT.
• Demonstrated AI and automation delivery experience with quantified outcomes, such as hours saved, volume deflected, cycle time reduced, or cost avoided.
• Advanced data analysis skills and the ability to build and present executive-ready dashboards and stakeholder…