About the Opportunity

The Sr. Manager of Global People Services (GPS) for the Americas is responsible for leading the day-to-day HR service delivery operations across the Americas (Canada, US, Mexico, and Peru) and driving continuous improvement in employee and manager support cases.

This role ensures the delivery of high-quality, consistent, and efficient HR services that enhance employee experience while enabling Human Resources to operate more strategically through the use of data, AI-enabled solutions, and continuous improvement.

This role requires strong expertise in HR operations, HR service delivery, process optimization and compliance across the Americas. This leader partners closely with HR and business stakeholders to implement and optimize standard operating procedures, strengthen service delivery models, and ensure adherence to service level agreements (SLAs). This leader ensures evolving HR service needs are met with agility, efficiency, and a strong focus on delivering exceptional experience for employees and managers, while providing exceptional employee and manager service support.

Responsibilities

• Lead the day-to-day Global People Services operations across the Americas, executing service delivery priorities and continuous improvement initiatives aligned with business and people needs
• Provide leadership to the GPS team and collaborate with functional and cross-functional teams to implement best practices
• Develop HR service delivery by leveraging Workday, AI, automation, and self-service capabilities to improve efficiency and user experience
• Develop service delivery dashboards and operations reporting to identify trends, improve service quality, and support data-driven decision making.
• Lead the development, maintenance and continuous improvement of knowledge management (SOPs, FAQs, service content), to support consistent service delivery
• Partner across HR (HRBPs, COEs, GPS,) and the business to standardize processes, identify pain points, optimize workflows, and improve end-to-end employee lifecycle experiences through processes, policies and guidelines.
• Support the implementation and optimization of a regional service delivery model across the Americas
• Establish and monitor service level agreements (SLAs), performance metrics, and capacity models to ensure effective resource allocation and service excellence
• Lead continuous improvement initiatives focused on operational efficiency, service quality, and cost optimization, leveraging process redesign and technology
• Partner with HR and business leaders to support operational execution and service delivery priorities
• Lead HR delivery projects that improve employee experience and service quality
• Develop a high-performing, future-ready team through coaching, succession planning, and skills development
• Identify and implement emerging technologies, including AI-enabled solutions to simplify HR processes, improve case resolution, reporting, knowledge management and employee experience

Key Success Indicators:

• Employee and manager experience, as measured through satisfaction and service delivery metrics
• Adoption and optimization of HR service delivery tools
• Measurable improvements in service delivery performance, productivity, and employee experience outcomes across the Americas
• Use of data, analytics, and insights to inform decision-making and drive continuous improvement
• Delivery of a scalable, efficient HR service model that is cost-effective while enhancing service quality
• Standardization and consistency of HR processes, balanced with local compliance and business needs
• Continuous innovation in service delivery through automation, digital enablement, and process redesign

Candidate Profile

• 8+ years of expertise in HR operations, shared services, or HR service delivery environments
• Bachelor’s degree required in Human Resources or related
• Experience leading regional HR service delivery teams or shared services functions across multiple countries
• Strong track record of driving automation, including the right balance between people-oriented and digital service delivery
• Bilingual English/Spanish required
• Demonstrated ability to drive operational excellence, process improvement, and service delivery outcomes
• Strong experience with HR technologies (Workday is a plus) and service delivery platforms
• Data-driven mindset with experience leveraging analytics and insights to improve outcomes
• Exceptional leadership, collaboration, and stakeholder management skills across global, matrixed environments
• Strong analytical, organizational, and communication skills, with the ability to translate complexity into actionable insights
• Proven ability to drive efficiency, scalability, and continuous improvement in HR service delivery