Job Description

Roles and Responsibilities:

**This role is Hybrid 2-3 days a month travel to Richmond**

We are seeking an experienced and strategic HR Technology & Operations Manager to lead the optimization and governance of our global HR systems and processes. This role serves as the product and process owner for key HR platforms including SuccessFactors Employee Central and Platform , ServiceNow HRSD , and other supporting technologies. The ideal candidate will drive continuous improvement initiatives, oversee vendor performance, and partner with cross-functional teams to enhance the effectiveness of HR operations globally.

Key Responsibilities:

• Act as the Product Owner for HR systems including SuccessFactors Employee Central and Platform , ServiceNow HRSD , and Hyland OnBase .
• Serve as Process Owner for HR Operations, identifying areas for process improvement, automation, or outsourcing.
• Liaise with Managed Service Provider (MSP) teams to govern AMS operations, manage escalations, and track SLAs and performance metrics for HRIS services.
• Partner across HR and enterprise stakeholders to identify pain points and drive process improvements leveraging technology.
• Create and manage backlogs and user stories; ensure timely execution and prioritization.
• Monitor and manage system upgrades, releases, and configurations to ensure optimal performance and adoption.
• Collaborate with Enterprise Technology and IBM AMS teams on ongoing system customization, enhancements, and break/fix items.
• Conduct external benchmarking and market research to ensure systems and tools meet best-in-class standards.
• Represent the Hire-to-Retire (H2R) function in enterprise-wide technology programs and act as a business project manager or team member.
• Partner with Data Governance to identify and utilize key HR and business data.
• Maintain documentation of H2R policies, procedures, and SOPs for HRIS and operational processes.
• Provide strategic input to vendor integration roadmaps and overall HR technology planning.

Required Qualifications:

• 5+ years of experience with SAP SuccessFactors (Employee Central and Platform) , including Role-Based Permissions in a global environment – Required
• 3+ years of experience with ServiceNow HRSD – Preferred
• 3+ years of experience in a Global Business Services or shared services environment – Preferred
• Previous experience with SAP HR – a plus
• Proven track record in HR technology governance, optimization, and stakeholder collaboration
• Strong understanding of HR operations, automation, and system integration

Skills and Competencies:

• Strong project management and change management skills
• Analytical mindset with experience in SLA tracking and performance metric analysis
• Excellent communication, stakeholder engagement, and cross-functional collaboration
• Ability to balance strategic vision with hands-on execution
• Experience with backlog management and Agile methodologies a plus

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