Team Lead, People Operations – Recruitment & Onboarding, AMS
Job Description
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 You’ll 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 We’re 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.
Requirements
Department: Human Resources
Experience Level: Mid-Senior Level