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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.