Christina Thyrring-Jackson-
Tracy CA
-
LinkedIn
SENIOR GLOBAL HR MANAGER
Results driven, Senior Global HR Manager with 18+ years experience in the technology industry, specializing in HR operations
and transformation, driving strategic shared service models and process optimization. Excels at transforming human resources
operations, cultivating high-performing teams, and elevating employee experiences. Trusted partner and advisor with a deep
understanding of system efficiencies and data integrity who thrives at delivering scalable solutions that boost productivity and
foster a culture of accountability and excellence. Proven expertise in developing global customer service frameworks and
multi-level operational process improvements; building collaborative partnerships with vendors and stakeholders; and
increasing customer engagement and employee satisfaction. Cross functional team leader and mentor with a commitment to
diversity and inclusion and empowering women in STEM.
CORE COMPETENCIES
Strategic Planning & Partnerships
Global HR Resources Management
HR Transformation & Operations
Stakeholder & Vendor Management
Process Improvements & Automation
Leadership & People Development
Performance Management
Training & Development
Cross functional Team Leadership
HR Policies, Compliance & Regulations
Change Management
Workforce Planning
Program Management
HR Data Analysis, Metrics, KPIs
Coaching & Mentoring
CAREER HIGHLIGHTS
Transformed and innovated teams, utilizing ServiceNow technology to support organizational growth from 8,000 to 24,000
employees within a period of 4 years.
Spearheaded and launched a Juniper Networks HR Shared services model going from a HR centric model to an employee
centric model within 12 months.
Revamped ServiceNow Unemployment program with automation of claims, saving $600,000+ annually.
Fostered employee capabilities in the ServiceNow HR Ops Team, enhancing customer satisfaction and significantly
increasing CSAT scores to 90% (Industry standard 75-85%).
PROFESSIONAL EXPERIENCE
SERVICENOW| Santa Clara, CA | 2020 to 2024
DIRECTOR | GLOBAL HR SHARED SERVICES & DELIVERY| SERVICENOW
May 2022 to March 2024
Spearheaded a comprehensive 4-Tier customer service model ranging from self-service options to complex issue resolution
for improved employee experience and productivity. Partnered cross-functionally with HR Business Partners, Product Leads,
Centers for Excellence Leadership and Stakeholders to ensure seamless transition of tasks to third party vendors, enhanced
operational efficiency and data integrity.
Led a global 26-member team, including four regional managers and an 18-person 3rd party vendor team - planning,
training, transitioning of global transactional work, ensuring accountability and meeting service level agreements.
Reduced manuality by 10% in 2023, creating capacity and moved repeatable work to off-shore vendors.
Delivered robust self-service options to employees through knowledge base and NowBot increasing productivity.
Maintained operational excellence and workflows, implementing process improvements and resolving inconsistencies while
mitigating risk and compliance.
Fostered employee capabilities in the HR Ops Team, enhancing customer satisfaction and significantly increasing CSAT
scores to 90% (Industry standard 75-85%).
Managed, tracked, analyzed and drove all SS metrics and KPIs to identify and implement process improvements.
Created a global, consistent New Hire Orientation program. Improving new hire satisfaction scores from 90% to 93%.
Christina Thyrring-Jackson Resume page 2
SENIOR HR MANAGER | INTERIM DIRECTOR | GLOBAL HR SHARED SERVICES & DELIVERY | SERVICENOW
August 2021 - May 2022
Served as first point of contact for all employees. Managed global team 37 (5 regional mgrs) – AMS/LATAM, EMEA and APJ.
Orchastrated, implemented and standardized service delivery uniformity at global scale, collaborating with regional leaders.
Streamlined access to information through robust options such as knowledge base, Live Agent, and NowBot.
Created and implemented global intake process to take repeated work from HRBPs, People Partners and COEs.
Led HR Data Services function to ensure data is accurate and secured in Workday. Utilized KPIs and survey metrics to
enhance HR services and operations success tracking.
Transformed and innovated teams, utilizing ServiceNow technology to support organizational growth from 8,000 to 24,000
employees within a period of 4 years.
Championed superior customer service by emphasizing team performance to all staff and leaders. Boosted team
performance, enhancing net promoter scores and overall brand image.
HR MANAGER | HR SHARED SERVICES | AMERICAS | SERVICENOW
March 2020 - August 2021
Automated I9 processing, reducing manual time by 50% and improving the employee onboarding experience.
Revamped Unemployment program with automation of claims, saving $600,000+ annually.
Expanded team size by 50% within the first year of leadership. Fostered a positive culture of teamwork, respect,
accountability, and integrity through strategic recruitment and employee development initiatives. Cultivated an
environment for employees to excel, grow and enhance their skills and strengthened stakeholder relationships through
effective communication and partnership.
Served as regional head for Women at Now group during its initial 1.5 years, significantly increasing membership numbers
by 2,000 during tenure period.
JUNIPER NETWORKS| Sunnyvale, CA | 2007 to 2020
HR MANAGER | GLOBAL SHARED SERVICES| JUNIPER NETWORKS
January 2015 to March 2020
Launched a HR Shared services model going from a HR centric model to an employee centric model within 12 months.
Led a global team, overseeing all aspects from recruitment to retirement. Managed I9 program, unemployment claims,
and employee benefits and provided primary support via HR Helpdesk. Provided extensive support to HRIS,
compensation, benefits teams, boosting efficiency and collaboration.
Orchestrated HR activities during complex M&As, facilitated strategic workforce planning, drove onboarding and
integration of new employees automation enhancements. Collaborated with global teams including payroll, IT, staffing resulting in improved operational efficiencies for employee experiences and processes.
Represented company professionally during appeals hearings managing unemployment claims. Ensured HR activities
comply with state/federal laws, SOX & GDPR regulations.
Revitalized onboarding via enhanced orientation programs and mentoring efforts. Fostered employee development by
implementing operational process improvements.
OTHER WORK
EXPERIENCES
TECHNICAL
SKILLS
EDUCATION &
AFFILIATIONS
HR ADVISOR | Juniper Networks |-
SENIOR EXECUTIVE ASSISTANT | Juniper Networks |-
HR COORDINATOR | CORPORATE EVENT PLANNER | Redback Networks |-
ServiceNow | Workday | ATS | HRIS | ADP | DocuSign | PeopleSoft | Live Agent
NowBot | Microsoft Office | Google Suite | MS Teams | Slack | Zoom
SRHM Member
US State Department TechWomen
Mentor & Impact Coach
HireRight Board Member -)
California State University - East Bay
Diablo Valley College - Pleasant Hill
Courses in Business Administration
