Principal, Global PX Operations Lead

Zoom Video Communications
United States
Workplace: RemoteFull timeUSD 126,500 - 276,700Function: Business OperationsExperience: 8-10 yearsSkills: ["Systems thinking","Process improvement","Data analysis","Executive communication","Stakeholder management"]

Own the operational engine behind the People organization by rebuilding Zoom’s ServiceNow HR Service Delivery platform and delivering a Tier 0–Tier 3 service model. Design AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition. Define executive-ready reporting for SLA, deflection, first-contact resolution, CSAT, and ROI while harmonizing global processes and partnering cross-functionally across CoEs, Payroll, Legal, IT, and Engineering.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Principal, Global PX Operations Lead

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Last checked: 13 hours agoStatus: Live

Job Summary

Own the operational engine behind the People organization by rebuilding Zoom’s ServiceNow HR Service Delivery platform and delivering a Tier 0–Tier 3 service model. Design AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition. Define executive-ready reporting for SLA, deflection, first-contact resolution, CSAT, and ROI while harmonizing global processes and partnering cross-functionally across CoEs, Payroll, Legal, IT, and Engineering.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the end-to-end ServiceNow HR Service Delivery platform rebuild, including catalog architecture, case taxonomy, routing logic, knowledge management, approval workflows, and integrations with Workday.
  • •Architect and operationalize a Tier 0 through Tier 3 service model with self-service capabilities, operating standards, escalation protocols, and governance.
  • •Design, deploy, and measure AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition.
  • •Define and own the PX Operations reporting layer, including metrics frameworks, executive dashboards, and cadenced reporting on SLA compliance, deflection, first-contact resolution, CSAT, and ROI.
  • •Drive global process harmonization and governance for AI/automation deployment, and partner cross-functionally for escalations and platform integrations.

Pay and Benefits

Salary: USD 126,500 - 276,700

Key Requirements

  • •8 to 10+ years of experience in HR/People Operations, shared services, HR technology, or transformation with ownership of enterprise-scale operational delivery.
  • •Deep, hands-on ServiceNow expertise (HRSD strongly preferred), including leading an end-to-end platform rebuild or major redesign.
  • •Strong Workday proficiency and experience with HRIS-to-case-management integration.
  • •Proven experience designing and operating Tier 0 through Tier 3 service models with measurable outcomes (SLA attainment, first-contact resolution, deflection rate, CSAT).
  • •Experience delivering AI and automation with quantified outcomes (hours saved, volume deflected, cycle time reduced, or cost avoided).
Experience:8-10 yearsShared servicesHR technologyEnterprise operationsHRIS integrationAI automation
Skills:Systems thinkingProcess improvementData analysisExecutive communicationStakeholder management
Tech Stack:ServiceNowHR Service DeliveryHRSDWorkdayAIAutomationCase managementDashboardsExecutive reporting

Company Brief

Zoom Video Communications
Provides video conferencing, chat, phone, webinar, and collaboration software for businesses, schools, and individuals. Its platform is widely used for remote meetings, virtual events, and hybrid work communication.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2011
WebsiteLinkedIn