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Role Summary
The People Operations Leader, U.S. and Canada is responsible for leading and evolving all core People Operations functions across both regions, supporting approximately 2,500 employees.
This role ensures operational excellence, strong governance, data integrity, scalable service delivery strategy, and a seamless employee experience across the full employee lifecycle.
The Leader partners closely with the Regional Chief People Officers, People Business Partners, Global People Operations Leadership, People Technology, People Analytics, Program Delivery, IT, and other Centers of Excellence to deliver regionally standardized, scalable, responsive and compliant processes.
Balancing operational rigor with digital enablement and AI adoption, this role ensures People Operations serves as a strategic enabler of business performance while maintaining a human-centered service model.
Core Responsibilities
People Support & Service Delivery
Lead the U.S. and Canada People Operations team to drive our service delivery model and people experience goals, especially for our Level 1 and Level 2 inquiries
Responsible for case management strategy, processes, SLAs, and service standards including maintain standard operation procedures and alignment with global policies and practices
Oversee daily inquiry management through ServiceNow ensuring consistent and timely resolution
Ensure consistent, high-quality employee and manager support
Monitor key performance indicators, service metrics, and employee feedback to drive continuous improvement.
Employee Lifecycle Management
Oversee end-to-end onboarding, employee changes and offboarding processes across U.S. and Canada
Ensure process alignment across stakeholders including, but not limited to, People Business Partners, Talent Acquisition, IT, Payroll, and Global People Operations
Maintain compliant, consistent documentation and workflows
Continuously improve employee lifecycle touchpoints to enhance employee experience
AI, Automation & Digital Enablement
Identify opportunities to improve efficiency through AI and automation tools.
Partner with Global People Technology to pilot and implement AI-driven solutions
Drive adoption of digital tools to reduce manual workload and enhance employee experience.
Train the team in new technologies and embed digital-first ways of working.
Balance automation with human-centered service delivery.
People Data & Reporting
Partner with Global People Analytics to provide regular insights and ad hoc reporting needed for the team and for the region
Ensure compliance with local regulations and data privacy requirements
Leadership Responsibilities
Lead, coach and develop the U.S. and Canada People Operations team
Drive direction for service delivery, standardization, simplification, operational maturity and continuous improvement
Provide direction, coaching, performance management and capability development
Ensure operational alignment with global standards while addressing regional needs
Partner closely with Centers of Excellence and People Business Partners to ensure seamless execution of projects or across the employee lifecycle
People Systems, Workday & Data Governance
Serve as regional lead for Workday and ServiceNow operational excellence
Partner with Global People Technology and IT on system enhancements, testing, user experience improvements and optimization
Ensure strong Workday data entry governance and audit readiness
Support Workday implementations, enhancements, module expansions and change initiatives
Ensure timely and accurate processing of employee transactions
Develop and maintain SOPs, training materials, and change management plans
Champion adoption of People Technology to improve employee and manager experience
Basic Qualifications
Bachelor's degree in Human Resources Operations, Business Administration or a related discipline or equivalent experience
10+ years of progressive experience in Human Resources, People Operations, or HR Shared Services, with at least 5 years in a global/shared services environment.
Experience leading People Operations or HR service delivery teams
Direct experience supporting a workforce of 2,000+ employees
Hands-on experience with Workday implementations (HCM and related modules)
Daily operational experience using Workday and ServiceNow in a People Operations environment
Preferred Qualifications
HR certification (PHR/SPHR or equivalent)
Experience in a professional services or matrixed organization
Strong analytical capability and data-driven decision-making
Demonstrated experience improving service delivery metrics and operational KPIs
Deep understanding of HR compliance requirements in the U.S. and Canada
Experience with service center technologies and case management platforms
Experience leading global projects related to HR Operations, technology enablement, or process transformation
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We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t perfectly align with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
