Senior Manager, People Operations Strategy & Enablement

Sr Manager, People Operations Strategy & Enablement

We are Lennar

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Join a Company that Empowers you to Build your Future

The Senior Manager, People Operations Strategy & Enablement is a key leadership role responsible for shaping the strategy, governance, and optimization of Lennar’s HR Service Delivery ecosystem. This leader will drive the transformation of the associate experience through ServiceNow HRSD, Employee Center Pro, and related digital HR platforms — ensuring consistent, data-driven, and associate-centric service delivery across the organization. This role partners closely with Process Excellence, HR Operations, Enterprise Knowledge Management,  IT, Communications, and HR Centers of Excellence to centralize, standardize, and automate HR processes while delivering actionable insights that enhance service quality, engagement, and decision-making.

A career with purpose.

A career built on making dreams come true.

A career built on building zero defect homes, cost management, and adherence to schedules.

Your Responsibilities on the Team

Platform Strategy & Governance

Own the strategic roadmap for ServiceNow HRSD and Employee Center Pro, ensuring alignment with enterprise HR and IT strategies.

Lead governance of the Associate Center experience, including page architecture, branding, content standards, and navigation.

Partner with Associate Innovations and HR Technology teams to manage HRSD releases, feature enablement, and platform integrations (e.g., Workday, DocuSign, Docebo, HireRight).

Establish governance councils and frameworks for content management, assignment groups, and service taxonomy.

Change Enablement & Adoption

Design and execute change management strategies to drive adoption of HRSD features, including Live Chat, Now Assist, and automated workflows.

Lead communication and enablement campaigns for new service capabilities and HR process changes.

Champion Associate and HR agent experience through feedback loops, training, and “voice of the user” insights.

Serve as strategic liaison between HR Operations and Corporate Communications to ensure unified and consistent messaging.

Analytics, Insights & Continuous Improvement

Develop and maintain a comprehensive People Operations analytics suite leveraging ServiceNow and Power BI.

Deliver dashboards and insights on case volume, CSAT, SLA adherence, knowledge usage, Live Chat and virtual assistant metrics, and Employee Center traffic.

Drive continuous improvement using data to identify bottlenecks, turn backs, escapes, and automation opportunities.

Lead quarterly business reviews on HRSD performance with senior leadership, recommending actionable improvements.

Collaboration & Leadership

Partner with HR COEs, Payroll, IT, and Legal to ensure scalable and compliant HR service delivery.

Supervise a small team or matrixed resources supporting analytics, knowledge management, and digital content.

Represent People Operations in cross-functional initiatives, technology governance forums, and Associate experience focus groups.

Requirements

Bachelor’s degree in Human Resources, Business, or related field (Master’s preferred).

PHR, SHRM-CP, or ServiceNow HRSD certification strongly preferred.

8+ years in HR Operations, People Services, or HR Transformation within large, complex organizations.

Proven experience leading or governing ServiceNow HR Service Delivery (HRSD) platforms, including Employee Center Pro and case / knowledge management modules.

Strong background in data analytics, dashboard development (ServiceNow Performance Analytics or Power BI), and storytelling with insights.

Demonstrated success in change enablement, HR process optimization, and enterprise system governance.

Experience working cross-functionally with IT, HRBPs, COEs, and Shared Services to deliver seamless Associate experiences.

Strategic thinking with a bias for automation and continuous improvement.

Exceptional communication, stakeholder management, and governance facilitation.

Ability to translate complex platform data into actionable business insights.

Proficiency with ServiceNow reporting, Performance Analytics, and Workday data structures.

Physical & Office / Site Presence Requirements :

This is primarily a sedentary office position which requires the incumbent to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the Associates. Duties, responsibilities and activities may change at any time with or without notice.

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Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.