Senior Manager, Total Rewards and HR Operations

Senior Manager, Total Rewards And HR Operations

G'day! We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we've got your back.

Why is ServiceRocket the place for you?

A 20+ year tech services expert of many solutions and partnerships with industry giants.

Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

Our culture rocks! You'll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 20242025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

The Opportunity

We are seeking a highly analytical, strategic and process-oriented leader to optimize how we reward, grow, and empower our global team of Rocketeers. This is a critical, multi-faceted role where you will design and implement global strategies while leading and mentoring a team of four analysts / specialists. You will also be deeply hands-on, personally driving complex analysis, system configuration, and data modeling. You will ensure our talent and rewards strategies are competitive, our workforce is aligned with business needs, and our People processes are scalable and compliant through effective HR technology management.

You will be a strategic partner responsible for optimizing our company's most critical asset : our people. Reporting directly to the COO, you will bridge the gap between financial strategy, business operations, and talent management. This highly visible role requires a proven leader who can not only manage complex data and cycles but also drive alignment across senior leadership to ensure we have the right talent, in the right place, at the right time.

What You'll Be Doing : Core Responsibilities

This role requires a blend of strategic foresight, operational excellence, and cross-functional leadership. Your key responsibilities will include :

Hands-On Leadership & People Management (Focusing on Think Team & Share the Knowledge)

Lead a Team of Four : Directly manage, mentor, and develop a high-performing team of four analysts / specialists, providing coaching, conducting performance reviews, and fostering their professional growth

Be a "Working Manager" : Maintain deep involvement in the day-to-day work, personally executing complex data modeling, compensation analysis, and HRIS configuration / administration

Talent Development : Embody the value of Share the Knowledge by providing technical guidance on complex modeling, upskilling the team, and cultivating a collaborative and supportive environment, living our Think Team value

Global Compensation & Workforce Strategy (Focusing on Focus on the Outcome)

Global Compensation Programs : Lead the design, implementation, and administration of all global compensation programs (base pay, incentive plans, sales compensation) to ensure internal equity and external competitiveness across all ServiceRocket regions, ensuring programs Focus on the Outcome

Strategic Workforce Planning : Partner with executive leadership and Finance to develop long-range headcount forecasting, organizational design, and capacity planning to support ServiceRocket's global growth strategy

Data-Driven Insights : Direct the team's efforts, and personally conduct complex workforce analytics to provide actionable insights on trends (e.g., attrition, talent gaps), translating data into strategic talent decisions including compensation packages and talent calibration

Strategic Planning and Collaboration

Cross-Functional Partnership : Serve as the primary workforce planning liaison, working cross-functionally with Finance, Revenue Operations, and the People team to translate business goals and financial budgets into actionable headcount and talent strategies

Hiring Alignment : Collaborate closely with the Resource Allocation and Talent Acquisition team to align on our line of sight for hiring needs, ensuring the recruitment pipeline supports validated business demand and budget approval.

HR Systems, Operational Execution & Compliance (Focusing on Talk Straight & Build Process to Drive Outcomes)

HRIS Ownership : Serve as the primary owner and subject matter expert for the global HR Information System (HRIS). This includes being hands-on with configuration, data integrity, and system administration to ensure efficient People operations

Process & Technology Implementation : Identify, evaluate, and implement streamlined processes and technology enhancements for all People functions, living the value to Build Process to Drive Outcomes. This involves managing vendor relationships and leading system upgrade projects

Global Compliance & Audits : Ensure all compensation and HR data practices comply with local and international regulations (e.g., GDPR, global labor laws). Oversee internal and external audits for compensation, payroll integration, and HR data, using the Talk Straight value to maintain transparency and accountability

Data Integrity : Maintain an uncompromising focus on data integrity and audit work across all workforce systems and reporting. Ensure the data is clean, consistent, and provides a single source of truth for all leadership decisions

Talent Assessment Cycles : Own and drive the salary adjustment and promotion cycles- as a core component of our Quarterly Talent Assessment process, ensuring consistency and alignment with company compensation philosophy

Reporting & Insights : Develop and deliver executive-level reporting and dashboards that provide clear, concise insights into organizational growth, talent investment, and resource utilization

Program Leadership and Governance : Lead the end-to-end lifecycle for high-priority HR programs, ensuring alignment with strategic business goals, managing program budgets, and establishing key performance indicators (KPIs) to measure success

Risk & Change Management : Identify potential program risks and dependencies, developing mitigation strategies. Lead change management efforts to ensure smooth adoption of new policies, processes, and systems by employees and management.

What You'll Bring : Essential Experience & Competencies

7+ years of progressive experience in Compensation, Total Rewards, Workforce Planning, or HR Analytics, with at least 3-5 years in a people management role leading a team

Proven experience in a global environment, with expertise in designing multi-country compensation structures and managing an HRIS (Oracle SuitePeople preferred but not essential) in an administrative or ownership capacity

Demonstrated ability to be hands-on with complex data modeling, advanced Excel / spreadsheet functions, and HRIS configuration / reporting

Demonstrated experience in HR compliance and audit management related to pay equity, data privacy, and labor laws

A strong, demonstrated ability to communicate complex financial and people concepts with transparency and simplicity to stakeholders

A Bachelor's degree in Business, Human Resources, Finance, or a related field; a Master's degree or professional certification (e.g., CCP, WLCP) is a strong plus.

Perks

Share the fruit program : when we grow the tree, we share the profitwhen the company grows, we share the profit.

Stock options : you have the opportunity to participate in the ownership of the company.

Health insurance : we support you and your familyyour well-being matters.

Retirement plan / funds saving : we care about your futurewe have diverse plans depending on your location.

Career pathways program : you can grow horizontally, vertically, or any way you want.

Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you'll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

• Only shortlisted candidates will be notified

Although the position is hybrid / remote, preferential consideration will be given to candidates based locally to the country's office in order to better collaborate with our team. This position is not eligible for visa assistance / sponsorship or relocation assistance.