People Operations Program Manager – People Systems & Process Design

Waymo’s People team recruits and supports the world’s best talent (including, we hope, you). Our HR business partners, program administrators, staffers, and compensation specialists help our employees attain their full potential in a healthy, considerate and supportive environment. We take our role as stewards of Waymo's culture seriously.

This role follows a hybrid work schedule and reports to our Manager, People Operations.

• Execute the roadmap for how the People team leverages ServiceNow to deliver a frictionless, self-service support model, including service catalog and workflow design.
• Maintain and govern global knowledge management standards to ensure People content is highly searchable, clear, and optimized for AI-driven retrieval and self-service content is accurate and aligns with current policies.
• Partner with the Digital Transformation team on AI-enabled initiatives such as virtual agents, NowAssist, automated case triage, and guided workflows to reduce manual ticketing and speed up resolution times.
• Execute routine administrative configurations in ServiceNow HRSD, including updates to People case templates, assignment rules, and user criteria.
• Design, test, and adjust lifecycle events and People service workflows to elevate the employee onboarding, transfer, and transition experiences.
• Partnering with IT, People Operations and domain-specific Ops leads to making sure there's clear alignment in processes and programs, and translates complex policies into technical workflows, troubleshoot bugs, and project-manage system upgrades from discovery to deployment.
• Champion the pragmatic adoption of emerging People technologies while proactively balancing security, governance risks, and user-experience friction.

• 10+ years in People Operations, People Technology, or Service Management.

• ServiceNow Expertise: Deep, hands-on experience with ServiceNow HRSD, including configuration, knowledge management, and workflow design.

• ServiceNow certifications (like CIS-HR, CSA or CAD certifications)

• Systems Thinking: A proven track record of mapping complex, manual human processes into automated digital workflows, and connecting workflows across People CoE tools and systems (e.g. Workday)

• AI & Self-Service Literacy: Experience building or optimizing virtual agents, automated routing, or machine-learning-driven search utilities.

• Project Management Skills: Ability to lead cross-functional global initiatives, balance competing priorities, and manage stakeholder expectations across People and IT.

• Data & Privacy Mindset: High comfort level managing sensitive People data with a strong understanding of role-based access controls and global privacy compliance (e.g., GDPR).

• Act as an internal process-design consultant to the broader People Team (Strategy, Business Partners, Talent Acquisition, etc.), identifying areas of significant process debt and designing scalable, automated workflows to replace manual efforts.