Manager, HR Service Technology & Enablement

Position Responsibilities
Service Operations & User Experience
- Support reliability/day-to-day effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent).
- Analyze service data, case trends, and feedback to identify operational pain points and experience gaps.
- Improve case routing, intake quality, knowledge findability, and resolution efficiency.
- Support SLA performance, backlog hygiene, and issue resolution.
HR Policy, Knowledge & Content Governance
- Create, maintain, and govern HR knowledge and policy content.
- Use taxonomy/templates/metadata/quality standards for accurate, compliant, easy-to-consume content.
- Partner with HR COEs and policy owners to keep content current and aligned globally/regionally.
- Identify knowledge gaps from case trends and support remediation.
GenAI & Automation Enablement
- Implement and improve GenAI-assisted features (automation, Virtual Agent, guided help).
- Assess GenAI outputs for accuracy, usefulness, and employee experience; escalate issues.
- Ensure AI-enabled services are assistive, trustworthy, and well-governed.
Platform Administration & Continuous Improvement
- Administer ServiceNow HRSD and related capabilities (no coding).
- Support config reviews, testing, and approved-roadmap enhancements.
- Contribute to process improvements for moderately complex problems.
- Provide input on opportunities/risks.
Core Responsibilities
- Execute/support improvements aligned to strategy/roadmaps; participate/lead small workstreams.
- Recommend practical, implementable improvements from data/insights.
- Collaborate globally with HR Ops, HR COEs, IT, and vendors.
- Provide informal guidance to juniors as needed.
Required Qualifications & Experience
- 3–5 years in HR operations/service delivery/HR tech/knowledge-content management.
- Functional experience with ServiceNow HRSD, Employee Center, or similar platforms.
- Interest in employee experience, service quality, and operational effectiveness.
- Comfort with data, trends, and metrics.
- Ability to work independently with minimal guidance.
Preferred Experience
- Knowledge governance/HR policy or service catalog content experience.
- GenAI/chatbots/automation/digital worker exposure.
- Familiarity with Workday, SAP HCM, or payroll platforms.
- Experience across global regions/time zones.
Compensation/Benefits (explicitly stated)
- Tampa, FL: $84,320–$102,176 (starting range, FTE). Additional incentives may be available.
- Health coverage; wellbeing programs; 401(k); and other listed benefits; paid time off (details vary by location/eligibility).