Senior 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.

A Career 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 HR services, 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.

Your Responsibilities on the Team 

HR Services Strategy & Governance

• Own the strategic roadmap for the services HR offers to the enterprise, ServiceNow HRSD and Employee Center Pro, ensuring alignment with enterprise HR and IT services and 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.

Your Toolbox 

• 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 employee experience models and platforms, including intranets, employee lifecycle events, and case/knowledge management modules.

• Strong background in data analytics, dashboard development (ServiceNow Performance Analytics or Power BI preferred), 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 structure