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ServiceNow is seeking a Team Lead for People Operations focused on Recruitment & Onboarding to lead the Costa Rica-based team supporting the Americas region. This is a people leadership role at the heart of ServiceNow's transformation of HR service delivery.
You will lead and develop a team of People Operations professionals delivering Recruitment and Onboarding Operations across the Americas. Your responsibilities include creating an inclusive, high-performing environment; coaching and developing team members through regular feedback and career conversations; managing performance consistently; and leading the team through transformation and changing priorities.
On the operational side, you will own the delivery of Recruitment and Onboarding services in partnership with Talent Acquisition and other People teams. This role does not own recruiting strategy or candidate selection (managed by Talent Acquisition COE), but instead leads the operational processes enabling recruiting and onboarding to execute at scale. You will ensure accurate, timely, compliant execution; manage SLAs, case volumes, backlog, capacity, and quality; lead quality reviews and escalations; drive root-cause analysis for operational issues; and support M&A-related recruitment and onboarding activities.
ServiceNow is an AI company, and you are expected to champion an AI-first and digital mindset. You will identify opportunities to simplify workflows, eliminate manual work, automate repetitive activities, and improve decision-making through technology and AI. You will explore practical AI applications across case management, knowledge, quality, analytics, and operational decision-making, while building team capability to operate in an increasingly AI-enabled HR environment.
You will develop trusted partnerships with Talent Acquisition leaders, People Enablement, People Care, Global Mobility, HR Technology, and other centers of excellence. You will communicate clearly regarding service performance, risks, process changes, and improvement opportunities while navigating competing priorities.
REQUIREMENTS:
Required:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
- 7+ years of progressive experience in HR Operations, HR Shared Services, or related field
- Demonstrated experience leading and developing teams in an operational environment
- Strong Recruitment and/or Onboarding Operations experience
- Experience supporting complex, multi-country or regional organizations; Americas experience strongly preferred
- Demonstrated experience in process optimization and operational/service excellence
- Experience with ServiceNow HR Service Delivery (HRSD), case management, and enterprise HR technologies
Preferred:
- Prior experience with Avature
- Workday or comparable enterprise HR platform experience
- Experience supporting HR Operations associated with mergers and acquisitions
- Experience implementing automation, generative AI, intelligent workflows, or emerging technologies within HR Operations
