Product Manager, HR Shared Services Systems

The Product Manager, HR Shared Services (HRSS) People Systems serves as the product owner for HR Services & Solutions service delivery technologies supporting HR Operations, employees, managers, and HR stakeholders. This role is responsible for shaping and executing the product strategy, roadmap, governance, and ongoing optimization of ServiceNow HR Service Delivery (HRSD), Five9, workflow automation tools, knowledge management platforms, employee self-service capabilities, and other supporting HR service delivery technologies.

The role partners closely with HR Operations Service Delivery, HR Operational Excellence, People Systems, Information Technology, vendors, and business stakeholders to deliver a modern, efficient, and employee-centric service delivery experience. Through strong product management practices, stakeholder engagement, and technology expertise, this position drives continuous improvement, automation, self-service adoption, and digital transformation across HR service delivery processes.

This role serves as the primary business owner for HR Services & Solutions service delivery platforms and is accountable for maximizing business value, enhancing employee experience, enabling operational efficiency, and supporting the evolution of Motion's HR Services & Solutions organization.

Responsibilities

Product Strategy & Roadmap

• Develop and maintain the HRSS technology roadmap in alignment with the HR Services & Solutions strategy and future-state operating model.

• Establish product vision, priorities, and investment recommendations for HR service delivery technologies.

• Evaluate emerging technologies, industry trends, and best practices to identify opportunities to improve employee experience and operational effectiveness.

• Conduct stakeholder interviews, user feedback sessions, and voice-of-customer activities to identify enhancement opportunities and evolving business needs.

• Develop business cases and recommendations supporting technology investments and product enhancements.

Product Ownership & Platform Management

• Serve as product owner for ServiceNow HRSD, Five9, workflow automation solutions, and other HRSS service delivery technologies.

• Own product lifecycle management, including strategy, requirements, backlog management, prioritization, implementation, and sustainment activities.

• Ensure HRSS service delivery platforms support evolving business requirements and organizational priorities.

• Maintain product governance, design standards, documentation, support models, and operating procedures.

• Balance operational support needs with strategic enhancement opportunities to maximize business value.

HR Service Delivery & Employee Experience

• Partner with HR Operations Service Delivery, HR Operational Excellence, and HR Systems leaders to improve the digital employee experience across service delivery channels.

• Support omni-channel service delivery strategies including case management, self-service, virtual support, telephony, workflow automation, and knowledge management.

• Design and deliver technology solutions that reduce manual effort, simplify employee interactions, and improve service outcomes.

• Drive adoption of self-service and digital capabilities that enhance the employee and manager experience.

Workflow Automation & Process Enablement

• Partner with HR Operations Service Delivery, HR Operational Excellence, and People Systems product managers to identify automation opportunities and service delivery improvements.

• Support implementation of workflow automation, intelligent routing, knowledge-centered service practices, and AI-enabled support capabilities.

• Evaluate and prioritize enhancement requests based on business value, user experience, compliance requirements, and operational impact.

• Promote process simplification and standardization through technology-enabled solutions.

Stakeholder & Vendor Management

• Partner with HRBPs, Total Rewards, Talent Acquisition, Payroll and other stakeholders to understand business requirements and priorities.

• Collaborate with Information Technology teams, vendors, consultants, and implementation partners to deliver technology solutions and enhancements.

• Facilitate governance forums, product reviews, roadmap discussions, and stakeholder communication activities.

• Ensure stakeholder expectations, priorities, and business outcomes remain aligned.

• Make sure service delivery platforms maintain compliance with organizational standards for security, privacy, governance, and controls.

• Support testing, release management, system upgrades, and platform change activities.

• Monitor system performance, adoption, and user satisfaction to identify improvement opportunities.

Qualifications

Minimum Qualifications

• Bachelor's degree in Information Systems, Human Resources, Business Administration, Computer Science, or related field.

• 7+ years of experience supporting HR technology, HR Service Delivery technologies, product management, HR Operations, or related disciplines.

• Experience serving as a product owner, product manager, business analyst, or technology lead for enterprise applications.

• Experience with ServiceNow HRSD, case management platforms, employee portals, workflow technologies, or similar service delivery solutions.

• Experience gathering requirements, managing backlogs, defining priorities, and leading technology implementations.

• Strong understanding of HR Operations, Shared Services, employee service delivery, and HR business processes.

• Proven ability to influence cross-functional stakeholders and drive adoption of new solutions.

• Strong analytical, communication, and project management skills.

Preferred Qualifications

• Experience supporting HR Shared Services, HR Operations, or employee service delivery organizations.

• Experience with ServiceNow HRSD, Five9, Workday, Paradox, knowledge management platforms, workflow automation tools, or similar technologies.

• Experience supporting omni-channel service delivery strategies and employee experience initiatives.

• Experience with Agile product management methodologies, Jira, Smartsheet, Azure DevOps, or similar tools.

• Experience implementing workflow automation, AI-enabled support tools, self-service solutions, or digital transformation initiatives.

• Experience supporting global or multi-country HR organizations.

• Experience supporting organizational transformation programs, mergers, acquisitions, or large-scale business initiatives.

• Professional certifications related to Agile, Product Management, Project Management, ServiceNow, or HR Technology.

Physical Demands / Working Environment

• Work is performed in an office environment and requires the ability to operate standard office equipment.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.