Senior Manager, ServiceNow HRSD Strategy & People Operations Transformation

About Lennar

Lennar is one of the nation's leading homebuilders, consistently ranked among the top performers in the United States and recognized as a Fortune 500® company. For decades, we've been more than just builders—we're creators of communities, dream-makers for families, and champions of exceptional experiences. Our mission extends beyond constructing quality homes; it's about fostering vibrant communities, delivering unparalleled customer service, and cultivating a culture of opportunity and growth for our Associates.

Headquartered in Miami, Florida, Lennar operates across the nation, building thousands of homes annually while giving back to the communities we serve. Our commitment to zero-defect construction, rigorous cost management, and schedule adherence sets us apart in the industry. But what truly defines Lennar is our people—dedicated Associates who bring passion, innovation, and purpose to every project. Join us, and you'll be part of a legacy that's shaping America's landscapes and futures.

Executive Summary

As the Senior Manager, ServiceNow HRSD Strategy & People Operations Transformation, you'll be at the forefront of revolutionizing Lennar's HR service delivery ecosystem. This pivotal leadership role demands a visionary strategist with deep ServiceNow HRSD expertise to orchestrate the end-to-end transformation of associate experiences. Reporting to HR Technology leadership, you'll partner with Process Excellence, HR Operations, IT, Communications, and Centers of Excellence to centralize, standardize, and automate HR processes.

Your mandate? Drive adoption of cutting-edge platforms like ServiceNow HRSD, Employee Center Pro, Live Chat, Now Assist, and integrated systems (Workday, DocuSign, Docebo, HireRight). Through data-driven insights, governance frameworks, and change enablement, you'll elevate service quality, boost engagement, and empower decision-makers with actionable analytics. This is not just a job—it's a career-defining opportunity to architect the future of HR at a Fortune 500 powerhouse.

Role & Mission

The mission of this role is to transform Lennar's People Operations into a seamless, associate-centric digital powerhouse. You'll own the strategic vision for ServiceNow HRSD, ensuring every associate—from field builders to corporate executives—has frictionless access to HR services via mobile-first, self-service portals. By governing platform evolution, championing adoption, and harnessing analytics, you'll eliminate silos, automate workflows, and deliver measurable ROI on HR tech investments.

Key to success: Balancing innovation with operational excellence. You'll lead quarterly business reviews, foster cross-functional collaboration, and cultivate a 'voice of the user' culture that continuously refines the associate journey. At Lennar, this role isn't tactical—it's transformational, positioning you as the architect of HR's digital future.

Detailed Responsibilities

Platform Strategy & Governance

• Own the multi-year strategic roadmap for ServiceNow HRSD and Employee Center Pro, aligning with enterprise HR, IT, and business objectives.
• Lead comprehensive governance of the Associate Center, defining page architecture, branding guidelines, content standards, navigation flows, and user experience protocols.
• Collaborate with Associate Innovations and HR Technology teams to orchestrate HRSD releases, prioritize feature enablement, and manage seamless integrations with Workday, DocuSign, Docebo, HireRight, and future platforms.
• Establish and chair governance councils/frameworks for content lifecycle management, assignment groups, service taxonomy, and catalog optimization.

Change Enablement & Adoption

• Design, execute, and measure change management strategies to accelerate adoption of advanced HRSD capabilities, including Live Chat, Now Assist AI, automated workflows, and virtual agents.
• Spearhead multi-channel communication and enablement campaigns for new service launches and HR process evolutions, ensuring 90%+ adoption rates.
• Champion associate and HR agent experiences via continuous feedback loops, targeted training programs, and 'voice of the user' insight mechanisms.
• Serve as the strategic bridge between HR Operations and Corporate Communications, guaranteeing unified messaging and brand consistency across all channels.

Knowledge Management

• Manage and develop a distributed team of indirect-reporting Knowledge Managers embedded across HR Centers of Excellence—facilitating cross-COEs meetings, onboarding/training, and enforcing standardized practices.
• Maintain and evolve centralized, mobile-optimized knowledge bases with structured, searchable content tailored for a field-heavy, distributed workforce.
• Partner with SMEs to capture, curate, and convert institutional knowledge into scalable self-service resources, reducing case volume by 30%+.

Analytics, Insights & Continuous Improvement

• Architect and maintain a robust People Operations analytics suite, integrating ServiceNow data with Power BI for real-time visualization.
• Deliver executive-grade dashboards tracking case volume, CSAT scores, SLA compliance, knowledge article usage, Live Chat/VA metrics, Employee Center traffic, and trend analysis.
• Leverage data to pinpoint bottlenecks, turn-backs, escapes, and high-ROI automation opportunities, driving quarterly continuous improvement initiatives.
• Lead QBRs with HR leadership, presenting insights that inform strategic decisions and demonstrate platform ROI.

Technical & Behavioral Qualifications

Technical Expertise

• 10+ years in HR technology strategy, with 5+ years hands-on ServiceNow HRSD (Vancouver+ releases), Employee Center Pro, and integrations.
• Proficiency in Power BI, Workday HCM, DocuSign, Docebo LMS, and HR analytics; ServiceNow certifications (HRSD Implementation, Administrator) required.
• Demonstrated success in HRSD roadmap ownership, governance model design, and digital transformation at enterprise scale.

Behavioral & Leadership

• Strategic visionary with executive presence; proven influencer across HR, IT, and business stakeholders.
• Exceptional change leader—ADKAR/PROSCI certified preferred—with track record driving 80%+ adoption in large orgs.
• Analytical mindset; comfortable translating complex data into compelling stories for C-suite audiences.
• Collaborative team builder; experience managing matrixed/virtual teams and fostering knowledge-sharing cultures.

Education: Bachelor's in HR, IT, Business, or related; Master's/MBA preferred. PMP, SHRM-SCP, or equivalent a plus.

Career Path & Growth at Lennar

At Lennar, careers are built to last. This Senior Manager role is a launchpad to VP-level HR Technology leadership or Chief People Officer tracks. We've promoted 70% of our senior leaders internally, with robust development programs including executive coaching, tuition reimbursement up to $10K/year, and cross-functional rotations. Join our high-potential talent pool for accelerated growth in a company that values builder's mindset—strategic, resilient, innovative.

The Impact You Will Make

Imagine reducing HR case volume by 40%, boosting CSAT to 95%, and saving millions in automation efficiencies. Your strategies will empower 10,000+ associates with intuitive self-service, free HR partners for strategic work, and position Lennar as an HR tech leader in homebuilding. You'll directly influence associate engagement, retention, and our ability to attract top talent in competitive markets.

Company Benefits & Perks

• Competitive salary $160K-$220K + performance bonus up to 30%.
• Comprehensive medical, dental, vision with HSA/FSA contributions.
• 401(k) with 100% immediate vesting and 6% match.
• 20+ PTO days, paid parental leave, and flexible hybrid work from Miami HQ.
• Homebuyer discounts, wellness stipends, and Associate stock purchase plan.

Workplace Culture

Lennar's culture is rooted in integrity, innovation, and impact. We're collaborative yet results-driven, with a 'build it right' ethos extending to people operations. Enjoy team-building events, volunteer days, and a supportive environment where your voice shapes our future. DEI commitment: 40%+ diverse leadership representation.

How to Apply

Ready to build the future of HR at Lennar? Submit your resume, ServiceNow certs, and a cover letter detailing your HRSD transformation wins to careers@lennar.com with 'ServiceNow HRSD Strategy - Miami' in subject. We review applications weekly; top candidates interviewed within 2 weeks. Lennar is EEO employer—M/F/D/V.