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Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions
- Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations
- Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
- Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America
- Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements
- Ensure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational discipline
- Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards
- Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region
- Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements
- Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed
- Maintain and continuously improve SOPs and knowledge base content related to service delivery processes
- Analyze service trends and performance data to inform decision-making and recommend improvements
- Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model
Requirements
What you’ll need- 8–10+ years of HR experience, including shared services or HR operations leadership
- Experience managing teams across the U.S. and/or Latin America
- Experience leading service delivery in a high-volume, process-driven environment
- Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred)
- Experience managing service delivery metrics (SLAs, KPIs, case quality)
- Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices
- Familiarity with Latin America HR operations and regulatory environments (preferred)
- Experience supporting scaling or transformation of shared services operations (preferred)
- Experience supporting adoption of automation or technology solutions (preferred)
- Proficiency in Microsoft 365, particularly Excel (preferred)
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HR operationsservice delivery metricsemployee lifecycle supportdata qualityprocess improvementautomationcase managementcomplianceemployee experience metricsperformance accountability
Soft Skills
leadershipteam managementcollaborationcommunicationanalytical thinkingproblem-solvingorganizational skillsadaptabilityperformance managementcustomer service orientation