Team Lead, People Operations – Recruitment & Onboarding

About the role

ServiceNow is seeking a senior leader to head its People Operations team in Costa Rica, driving recruitment and onboarding services across the Americas. The role blends people leadership, operational excellence and a forward‑looking mindset around automation, AI and digital HR.

Key responsibilities

• Lead, develop and inspire a team of People Operations professionals in Costa Rica supporting recruitment and onboarding across the Americas.
• Own operational delivery of recruitment and onboarding services, ensuring accurate, timely, compliant execution and managing performance metrics such as SLAs, case volumes and quality.
• Champion AI‑first and digital mind‑set by identifying automation opportunities, simplifying workflows and partnering with HR Technology to build scalable solutions.
• Build trusted stakeholder partnerships with Talent Acquisition, People Enablement, Global Mobility and other COEs, representing People Operations in cross‑functional initiatives.

Required profile

• Proven success leading, coaching and developing HR Operations or Recruitment Operations teams.
• Strong emotional intelligence with a leadership style based on empathy, transparency and accountability.
• Deep knowledge of end‑to‑end recruitment and onboarding operations and experience supporting high‑volume, multi‑country environments.
• Track record of simplifying processes, improving service performance and using operational metrics to drive decisions.
• Experience leading teams through technology implementations, transformation or significant process change.
• Ability to leverage automation and AI to improve productivity and customer experience.

Required skills

• ServiceNow HR Service Delivery (HRSD) platform
• Avature recruiting tool
• Workday or comparable enterprise HR platform
• AI‑powered automation tools