Team Lead, People Operations – Recruitment & Onboarding, AMS

Our Global People organization is transforming how HR services are delivered at ServiceNow. Our ambition is to build a premier People Operations organization that combines exceptional employee experiences operational excellence simplified processes and intelligent technology to make the world of work better for our employees. 

Our Costa Rica People Operations team plays a critical role in this transformation supporting candidates employees managers Talent Acquisition and the broader People organization across the Americas. 

We are looking for a Team Lead People Operations Recruitment & Onboarding AMERICAS to lead this team into its next chapter. This role requires a strong people and operational leader who can build an engaged accountable high-performing team while continuously improving how Recruitment and Onboarding Operations are delivered. 

The successful candidate will bring strong Recruitment and Onboarding process knowledge exceptional people leadership capabilities and a forward-looking mindset around simplification automation AI and digital HR operations. 

What Youll Do 

Lead Develop and Inspire the Team 

People leadership is at the heart of this role. 

• Lead and develop a team of People Operations professionals in Costa Rica supporting Recruitment and Onboarding Operations across the Americas. 

• Create an inclusive collaborative high-performing environment built on trust accountability continuous learning and ownership. 

• Coach and develop team members through regular feedback 1:1s career conversations and meaningful development opportunities. 

• Set clear expectations and manage performance consistently recognizing strong performance while constructively addressing performance capability or behavioral gaps. 

• Manage workload capacity prioritization and coverage to ensure sustainable service delivery. 

• Lead the team effectively through transformation ambiguity changing priorities and new ways of working. 

Own Recruitment & Onboarding Operations 

Lead operational delivery of Recruitment and Onboarding services across the Americas in close partnership with Talent Acquisition and other People teams. 

This role does not own recruiting strategy sourcing or candidate selection which are managed by the Talent Acquisition COE. Instead this role leads the operational processes that enable recruiting and onboarding to execute effectively at scale. 

• Ensure accurate timely compliant and consistent execution of Recruitment and Onboarding services supported by strong process governance and controls. 

• Manage operational performance including SLAs case volumes backlog capacity quality and service trends. 

• Lead quality reviews complex cases escalations and exceptions ensuring effective resolution and stakeholder communication. 

• Drive root-cause analysis and corrective actions for significant operational issues and recurring service gaps. 

• Serve as an operational point of contact for audits ensuring appropriate controls and documentation. 

• Support Recruitment and Onboarding activities associated with M&A including planning offer readiness quality reviews onboarding coordination and cross-functional execution. 

Lead with Technology Automation and AI 

ServiceNow is an AI company and our People leaders are expected to actively explore how technology can improve the way work gets done. 

• Champion an AI-first and digital mindset encouraging curiosity experimentation and responsible adoption of emerging capabilities. 

• Identify opportunities to simplify workflows eliminate manual work automate repetitive activities and improve decision-making through technology and AI. 

• Explore practical AI applications across case management knowledge quality analytics process documentation and operational decision-making. 

• Build team capability and confidence to operate successfully in an increasingly AI-enabled HR environment. 

• Partner with HR Technology and process owners to translate operational pain points into scalable technology-enabled solutions. 

Build Strong Stakeholder Partnerships 

• Develop trusted partnerships with Talent Acquisition leaders and teams across the Americas. 

• Partner closely with People Enablement People Care Global Mobility HR Technology People Partners and other COEs. 

• Represent People Operations in cross-functional discussions involving Recruitment and Onboarding services escalations and transformation initiatives. 

• Communicate clearly and confidently regarding service performance risks process changes and improvement opportunities while navigating competing priorities. 

What Were Looking For 

We are looking for someone who combines strong people leadership Recruitment Operations depth and a transformation mindset. 

• Demonstrated success leading coaching and developing HR Operations Recruitment Operations Shared Services or similar teams. 

• Strong emotional intelligence and a leadership style characterized by empathy transparency accountability accessibility and respect. 

• Ability to manage challenging performance and behavioral situations constructively and effectively. 

• Strong knowledge of end-to-end Recruitment and Onboarding Operations and the partnership between Talent Acquisition and Recruitment Operations. 

• Experience supporting complex high-volume multi-country or regional environments. 

• Demonstrated ability to simplify processes improve service performance and use operational metrics and insights to drive decisions. 

• Experience leading teams through technology implementations transformation or significant process change. 

• Experience leveraging technology automation or AI to improve productivity processes decision-making or customer experience. 

• Strong communication stakeholder management and influencing capabilities within a matrixed organization. 

Qualifications :

Required Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.

• 7 years of progressive experience in HR Operations HR Shared Services or a 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 Qualifications 

• Prior experience with Avature is highly desirable. 

• 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. 

Leadership Expectations 

The person who succeeds in this role will be more than a process expert. They will develop people create trust raise standards simplify work embrace technology and build a team capable of delivering exceptional service in an AI-enabled future. 

They will balance empathy with accountability operational discipline with innovation and regional ownership with a global mindset helping make Costa Rica a critical contributor to the future of ServiceNow People Operations and our ambition to deliver an exceptional candidate and employee experience. 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

No

Employment Type :

Full-time