Principal, Global PX Operations Lead

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 here is measured in concrete outputs: SLA compression, deflection rate, first-contact resolution, hours returned to the business, and ROI on every solution you ship. About the Team PX Operations is the shared 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 here means partnering across a global community 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 mana