Manager, People Solutions & Knowledge

About The Role

The People Solutions & Knowledge team drives a scalable, knowledge-first employee experience by optimizing how employees interact with HR services through ServiceNow and AI-enabled self-service. The team leads global initiatives across service design, knowledge strategy, and platform governance to simplify support, improve resolution times, and enable seamless digital experiences. In this role, the candidate will shape how employees access and experience People services at scale, directly influencing efficiency, consistency, and overall employee satisfaction.

What You'll Do

• Define and execute the strategy for how the People team leverages ServiceNow to deliver a scalable, knowledge-driven employee support experience, including service catalog and workflow design.
• Establish and govern global knowledge standards to improve searchability, AI readiness, and self-service resolution.
• Partner cross-functionally with HR, IT, and platform teams to align People Operations processes with system capabilities, ensuring seamless service delivery and adoption.
• Drive AI-enabled initiatives such as virtual agent, automated triage, and guided workflows to enhance the digital employee experience and reduce manual support.
• Oversee platform governance including access controls, role design, and audit readiness to ensure compliance, consistency, and operational integrity.

Basic Qualifications

• 5+ years in People Operations, HR Technology, or Service Management.
• Proven experience managing ServiceNow (HRSD) or similar system, from a functional perspective.
• 3+ years experience leading people.

PREFERRED QUALIFICATIONS

• Ability to manage a roadmap and influence stakeholders across HR and IT.
• Comfortable interpreting complex dashboards to drive operational changes.
• Prior experience managing content and optimizing for high case deflection.