Principal, Global PX Operations Lead Company Zoom

Federal Contractor Location Helena, MT

Date Posted 09/23/2026

Description What You Can Expect 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 ServiceNow 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 is measured in concrete outputs SLApression, deflection rate, first-contact resolution, hours returned to the business, and ROI on every solution you ship. About the Team PX Operations is the d 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 means partnering across a globalmunity of coordinators, specialists, and CoE stakeholders to build a People function that scales with the business. Responsibilities Own the end-to-end ServiceNow 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 Opsmunity. Design, deploy, and measure AI-powered and automated workflows across employee support, onboarding, offboarding, and talent acquisition operations, ing systems thinking to eliminate waste andpress cycle times. Define and own the PX Operations reporting layer, including metrics frameworks, executive dashboards, and cadenced reporting on SLApliance, 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, andpliance 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 coordinatormunity on process discipline, tooling, and data literacy, raising capability across the offshore and onshore delivery model. What We're Looking For 8 to 10 or more years of experience in HR/People Operations, d services, HR technology, or transformation, with demonstrable ownership of operational delivery at enterprise scale within a multi-tier, multi-region organization. Deep, hands-on ServiceNow 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 oues, such as hours d, volume deflected, cycle time reduced, or cost avoided. Advanced data analysis skills and the ability to build and present executive-ready dashboards and stakeholder reporting, with fluency in translating analysis into clear rmendations. Process improvement expertise through systems thinking methodologies such as Value Stream Mapping, root cause analysis, and Lean Six Sigma (Green Belt or above preferred),bined with experience driving global process harmonization. Bachelor's degree in a related field, or equivalent business experience, and the ability to handle highly sensitive and confidential information with absolute discretion across multiple regulatory environments. Salary Range or On Target Earnings Minimum $126,500.00 Maximum $276,700.00 In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value. Note Starting pay will be based on a number of factors andmensurate with qualifications & experience. We also have a location basedpensation structure; t may be a different range for candidates in this and other locations At Zoom, we offer a window of at least 5 days for you to because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application! Anticipated Position Close Date 10/12/26 Ways of WorkingOur structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. BenefitsAs part of our award-winning workplace culture andmitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to theirmunity in meaningful ways. Click Learn (careers.zoom/benefits) for more information. About UsZoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help peoplemunicate better with products like Zoom Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment. Our Commitment At Zoom, we believe great work happens when people feel supported and empowered. We'remitted to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an amodation during the hiring process, let us know-we're to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Amodations Request Form (form.asana/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) and someone from our team will reach out soon. This form is solely for applicants who require an amodation due to a qualifying medical disability. Non-amodation-related requests, such as application follow-ups or technical issues, will not be addressed. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement (zoom/en/trust/candidate-privacy-statement/) for more information of how we use your data. #LI-Remote We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines