Dir, Global Employee Relations

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Director, Global Employee Relations

Job Description

The Director of Employee Relations is a senior strategic leader who helps shape the global employee relations vision and strategy for the enterprise. This executive role partners with senior leadership, Global Employment Law, Ethics & Compliance, and other key stakeholders to drive organizational culture, mitigate enterprise risk, and pioneer the future of AI-enabled employee relations. The Director leads a global team of ER professionals while establishing industry-leading practices in responsible AI integration, ensuring that technology enhances the human experience rather than replacing the empathy and judgment that define exceptional employee relations.

What You Get To Do

Strategic Vision & Leadership

• Develop and execute the global employee relations strategy for the Investigations and Conflict Support team (“ICS”), aligning with broader business objectives and organizational culture goals
• Serve as trusted advisor to senior leaders and key stakeholders on enterprise-wide employee relations risks, trends, and strategic initiatives
• Lead the transformation of employee relations through innovative approaches that balance human-centered practices with cutting-edge AI capabilities
• Build and maintain relationships with external partners, industry experts, and regulatory bodies to ensure the organization remains at the forefront of ER best practices

Investigation Excellence & Team Leadership

• Provide executive oversight and strategic direction for a comprehensive workplace investigations program covering all types of matters including harassment, discrimination, retaliation, workplace violence, theft, fraud, policy violations, code of conduct breaches, and whistleblower complaints
• Lead and develop a global team of investigators and conflict support specialists across multiple regions, establishing world-class investigation capabilities and professional development standards
• Utilize advanced data analytics and metrics to assess investigation trends, identify systemic risks, optimize team performance, and drive continuous improvement in investigation quality and organizational outcomes
• Establish enterprise-wide investigation standards, methodologies, and quality assurance protocols that ensure consistency, thoroughness, and legal compliance across all jurisdictions
• Partner with senior leadership to assess and mitigate enterprise-level risks identified through investigation trends and data analysis
• Oversee the integration of AI-powered tools and analytics into investigation processes while maintaining the highest standards of human judgment, empathy, and ethical consideration

AI Innovation & Governance

• Support defining the strategic vision for AI integration within employee relations, ensuring ethical, transparent, and human-centered implementation
• Support establishing enterprise-wide governance frameworks for AI usage in ER processes, including risk management, compliance protocols, and ethical guidelines
• Partner with Technology, Legal, and other stakeholders to evaluate, pilot, and scale AI solutions that enhance employee experience and operational efficiency
• Lead industry conversations about responsible AI in workplace management, positioning the organization as a thought leader in this emerging space
• Oversee the development of AI literacy programs and change management initiatives to ensure successful adoption across the enterprise

Risk Management & Compliance

• Identify, assess, and mitigate enterprise-level employee relations risks, working closely with Legal, Compliance, and Risk Management teams
• Ensure global compliance with employment law, data privacy regulations, and industry standards across all ER processes and AI implementations
• Develop and sustain crisis management protocols and lead the organization's response to high-stakes employee relations incidents
• Maintain comprehensive risk assessment and monitoring programs that leverage both traditional methodologies and AI-powered predictive analytics

Strategic Partnerships & Influence

• Partner with Global People Leadership team to align ER strategy with broader people strategy and business objectives
• Collaborate with Global Employment Law to ensure seamless integration of legal compliance with practical ER solutions
• Work with Ethics & Compliance to maintain the highest standards of workplace conduct and organizational integrity
• Lead cross-functional initiatives that drive cultural transformation and employee experience improvements

Innovation & Thought Leadership

• Drive continuous innovation in ER practices, methodologies, and technologies to maintain competitive advantage and industry leadership
• Establish metrics, analytics, and reporting frameworks that provide actionable insights to senior leadership and board members
• Represent the organization at industry conferences, panels, and publications, sharing insights on the future of employee relations and responsible AI implementation
• Foster external partnerships with academic institutions, technology vendors, and industry associations to stay current with emerging trends and best practices

Who You Are

Leadership

• You are a proven leader with 10+ years of progressive experience in employee relations and people leadership, including significant experience managing global teams and complex organizational challenges
• You have demonstrated ability to influence and partner effectively with C-suite executives, board members, and external stakeholders on strategic initiatives
• You possess exceptional emotional intelligence and the ability to navigate complex political and cultural dynamics while maintaining objectivity and driving positive outcomes

Strategic Vision & Innovation

• You have a track record of developing and executing transformational strategies that drive organizational change and improve business outcomes
• You demonstrate innovative thinking and the ability to anticipate future trends, challenges, and opportunities in the employee relations field
• You excel at balancing competing priorities and making difficult decisions in ambiguous, high-pressure situations

AI & Technology Leadership

• You possess curiosity and a forward thinking mentality in AI applications within HR and employee relations, with desire to lead large-scale AI implementation and governance initiatives
• You have demonstrated ability to evaluate, pilot, and scale emerging technologies while maintaining focus on ethical considerations and human impact
• You stay current with industry trends in AI, machine learning, and workplace technology, and can articulate the strategic implications for employee relations

Global & Cultural Expertise

• You have extensive knowledge of international employment law and cross-cultural workplace dynamics, with experience managing employee relations across multiple jurisdictions
• You demonstrate cultural competence and the ability to develop strategies that are globally consistent yet locally relevant
• You have experience managing through economic uncertainty, organizational change, and other complex business challenges

Qualifications

Leadership Experience

• 10+ years of progressive experience in employee relations or related HR functions
• Experience building and leading high-performing global teams professionals
• Proven track record of managing enterprise-wide strategic initiatives and driving organizational transformation

Technical & Educational Background

• Advanced degree (JD, MBA, or equivalent) preferred
• Professional certifications in employee relations, investigations, or HR leadership
• Demonstrated expertise in AI governance, ethics, and implementation within HR contexts

Industry Recognition

• History of thought leadership through speaking engagements, publications, or industry involvement
• Recognition as an expert in employee relations, workplace culture, or HR technology innovation
• Active participation in professional associations and industry standard-setting bodies

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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