Manager, People Services

Job description

Primary Function of Position The Manager, People Services leads a geographically distributed team supporting People Services Tier 2 operations across the Americas region. This role oversees HR operations, Workday administration, process improvement initiatives, project management activities, and employee lifecycle support. The position requires Workday experience with a strong understanding of business processes, data governance, and downstream impacts across teams, projects, and integrated systems.

This leader drives operational excellence, develops organizational capability, and partners cross-functionally to deliver scalable, compliant, and employee-centric services.

Essential Job Duties

Lead, develop, and oversee the performance, training, and professional growth of teams in the U.S. and Mexicali. Serve as Workday SME for complex transactions, audits, corrections, and troubleshooting. Drive data integrity and quality assurance activities. Lead HR operational and system-related projects. Manage escalations and partner cross-functionally with HR, Payroll, Benefits, Legal, Recruiting, and IT. Develop SOPs, training materials, and governance practices.

Coach and support team members on Workday, project management, and HR operations. Ensure effective onboarding, training, and development plans are established for all Americas Tier 2 People Services roles, incorporating regional and country-specific requirements where applicable. Identify and implement process improvements and automation opportunities. Leverage AI-enabled tools and emerging technologies to enhance service delivery, improve operational efficiency, streamline employee support processes, and drive scalable solutions across People Services.

Lead root cause analysis and develop sustainable solutions for complex operational, process, system, and service delivery challenges. Monitor adherence to and comply with HR Service Level Agreements (SLAs) and quality, compliance standards. Partner with stakeholders to provide consultation, process design, change management, and project leadership for HR program implementations and strategic initiatives. Establish performance metrics, monitor operational effectiveness, and leverage analytics to drive continuous improvement and informed decision-making.

Ensure compliance with company policies, regulatory requirements, and established governance standards.

Qualifications

Required Skills and Experience

8+ years in HR Operations, People Services, HRIS, Shared Services, or related field. 3+ years managing teams, including remote and international teams. Advanced Workday HCM understanding, including business processes, transaction management, audits, corrections, data quality, and governance practices. Experience with audits, data corrections, data governance, and transactional quality oversight. Strong understanding of how HR transactions impact payroll, benefits, compensation, security roles, reporting, compliance, and downstream integrations.

Strong project management and stakeholder management skills. Demonstrated success leading high-performing teams while serving as a hands-on leader and coach, balancing strategic leadership with operational execution. Excellent analytical, communication, and problem-solving skills. Required Education and Training Bachelor's degree in Human Resources, Business Administration, Information Systems, or related field, or equivalent experience preferred.

Working Conditions Hybrid work model requiring onsite presence at least three days per week. Less than 20% travel. Standard office environment supporting multiple time zones.

Preferred Skills and Experience

Global HR Operations experience. Workday reporting, security, mass transactions, and governance experience. Experience with ServiceNow or similar case management systems. Continuous improvement, Lean, Six Sigma, or PMP exposure. Knowledge of Americas regional operational practices. Experience partnering with stakeholders to identify, recommend, and support Workday enhancements, process optimization opportunities, and cross-functional initiatives that improve operational effectiveness and employee experience.

Demonstrated experience leveraging AI technologies and automation solutions to transform service delivery, improve employee experiences, increase operational efficiency, and drive measurable business outcomes. Please note this role requires being onsite in our Peach Tree Corners, GA office 3 days per week