People Operations Global Lead/Manager

PIMCO • Newport Beach, CA

3d • $112,500 - $135,000

About The Position

PIMCO is seeking an experienced, hands-on, and operationally strong People Operations (POPs) leader to serve as the People Operations Global Lead / Manager. This role has direct accountability for running day-to-day HR Service Delivery across the Americas and leading the global alignment of service delivery standards across regions. This position is the primary point of contact for People Operations in the Americas, ensuring HR services are delivered with consistency, accuracy, responsiveness, and a strong employee experience. The role will oversee core operations, employee lifecycle execution, case and knowledge management, HR client requests, HR communications, regional programs, service performance, and escalation management. In addition to leading Americas operations, this role will serve as the global owner for service delivery standards, operating discipline, and regional alignment, partnering closely with EMEA and APAC People Operations Regional Leads to ensure global consistency while enabling appropriate localization for regional, cultural, and regulatory requirements. This position operates with a clear dual mandate: Americas operational leadership and Global service delivery leadership. The ideal candidate is both strategic and deeply operational, capable of managing daily functions, leading a team, resolving escalations, improving processes, and partnering globally to build a more consistent, scalable, and digitally enabled People Operations model.

Requirements

• Proven experience leading regional or global HR operations, HR service delivery, shared services, or People Operations teams, with accountability for day-to-day execution and service outcomes.
• Strong experience owning high-volume HR operations and core programs, including case management, employee lifecycle processes, onboarding, offboarding, HR communications, knowledge management, and service delivery performance.
• Demonstrated ability to operate within a global model, balancing global standards and governance with regional execution and localization.
• Experience leading and developing teams, setting expectations, managing workload, resolving escalations, and building operational discipline.
• Strong understanding of HR systems and service delivery platforms, including Workday, ServiceNow, case management tools, and knowledge management platforms.
• Track record of driving process simplification, service quality improvements, automation, and operational scalability.
• Strong understanding of governance, compliance, controls, data accuracy, confidentiality, and audit readiness.
• Ability to leverage data, KPIs, SLAs, dashboards, and service metrics to drive decisions, improve performance, and identify root causes.
• Proven ability to partner across HR, Technology, Legal, Risk, Compliance, and regional stakeholders to align priorities and drive outcomes.
• Strong judgment, attention to detail, escalation management, and ability to operate effectively in sensitive or complex situations.
• Experience managing vendor, outsourced, or offshore delivery relationships preferred.
• 7–10+ years of experience in HR operations, HR service delivery, shared services, or People Operations.
• Experience leading regional or global HR service delivery teams.
• Proven ability to balance operational execution with continuous improvement, transformation, and change.
• Strong experience with Workday and ServiceNow.
• Experience with case management, knowledge platforms, service delivery tools, and operational reporting.
• Experience using service metrics, dashboards, and reporting to manage performance and drive improve

Nice To Haves

• SHRM-SCP, SPHR, Project Management, or Lean Six Sigma certification preferred.

Responsibilities

• Own and drive global HR service delivery standards, operating principles, and governance expectations across regions.
• Partner closely with EMEA and APAC POPs Regional Leads to align service delivery priorities, share best practices, address regional inconsistencies, and improve global delivery maturity.
• Ensure global processes are consistently executed while allowing appropriate localization for regional, regulatory, and cultural requirements.
• Lead cross-regional alignment on service delivery model evolution, case management practices, knowledge standards, employee lifecycle operations, and continuous improvement priorities.
• Contribute to the evolution of a modern, scalable, and increasingly digital / AI-enabled People Operations service model.
• Lead HR Service Delivery for the Americas with accountability for core operations, service quality, employee experience, and delivery outcomes.
• Own day-to-day operations, including case management, employee lifecycle processes, onboarding, offboarding, mobility, transfers, HR client requests, HR communications, knowledge management, and regional programs.
• Serve as the primary escalation point for complex operational issues, employee experience concerns, process breakdowns, service risks, and sensitive cases.
• Lead and develop the Americas People Operations / HR Service Delivery team, ensuring clear roles, accountability, service expectations, and execution discipline.
• Ensure regional execution aligns with global standards while adapting appropriately to Americas business, regulatory, and operational needs.
• Establish and drive global service delivery standards, governance expectations, and operating norms across regional People Operations teams.
• Partner closely with EMEA and APAC POPs Regional Leads to ensure consistent execution of global processes, case practices, knowledge standards, and service expectations.
• Identify regional differences, gaps, or inconsistencies and partner with regional leads to determine where localization is required versus where global standardization should apply.
• Lead cross-regional forums or working sessions to align priorities, share insights, resolve operating model issues, and mature the global service delivery model.
• Share best practices and lessons learned across regions to improve global service delivery performance.
• Own and lead HR Service Delivery across the Americas, ensuring consistent, high-quality execution of HR operations and global processes at scale.
• Serve as the regional leader for Service Delivery & Employee Experience, accountable for operational performance, service quality, employee experience, and delivery outcomes.
• Lead the daily operating rhythm for the Americas team, including workload management, prioritization, escalations, service risks, and issue resolution.
• Drive alignment between global standards and regional execution, ensuring consistency without compromising local regulatory or business requirements.
• Own the delivery and performance of core HR service delivery programs, including Case Management through ServiceNow or equivalent platform, Knowledge Management and self-service enablement, HR Client Requests / Inquiry Management, HR Communications delivery and coordination, Employee lifecycle operations including onboarding, offboarding, mobility, transfers, and employee changes, Regional HR programs and compliance-related activities.
• Ensure programs are executed with operational rigor, consistency, accuracy, and efficiency.
• Monitor quality and timeliness of work across the team, ensuring follow-through, SLA adherence, and issue resolution.
• Drive simplification and scalability of core programs to support a high-volume, global service delivery model.
• Own the delivery of a seamless, end-to-end employee experience across key lifecycle moments, including onboarding, transfers, mobility, offboarding, and other employee changes.
• Identify employee and manager friction points and lead improvements to reduce complexity, improve clarity, and strengthen the overall service experience.
• Partner with People Operations Leads, HRBPs, and SMEs to ensure delivery aligns with business priorities, talent strategies, policy requirements, and employee needs.
• Ensure employee-facing services are delivered with empathy, consistency, accuracy, and responsiveness.
• Define, track, and continuously improve service delivery metrics, including case volume, resolution time, SLA performance, CSAT, backlog, self-service adoption, and service quality.
• Use data and insights to identify trends, root causes, service gaps, and opportunities to improve performance.
• Drive standardization, process discipline, and reduction of manual work across service delivery.
• Partner with People Operations Leads, SMEs, Technology, and enabling teams to improve workflows, scale operations, and embed automation where appropriate.
• Drive disciplined use and adoption of HR systems, including Workday, ServiceNow, and other HR service delivery tools.
• Own the effectiveness of case management and knowledge management practices, ensuring quality, usability, consistency, and timely updates.
• Reinforce strong data integrity, documentation, routing, escalation, and closure practices across the team.
• Partner with Technology to enhance workflow automation, self-service capability, reporting, and employee experience through digital channels.
• Ensure HR service delivery operates in alignment with policies, controls, data privacy expectations, and regional regulatory requirements.
• Establish and maintain audit-ready processes, documentation, case records, knowledge content, and data quality standards.
• Partner with Risk, Legal, Compliance, and Audit stakeholders to support audit readiness, issue resolution, and continuous control improvement.
• Ensure regional execution remains consistent with global standards while meeting local legal and regulatory requirements.
• Lead communication and enablement for changes to core operations, service delivery processes, tools, or programs.
• Ensure changes are clearly cascaded to the Americas team and, where relevant, coordinated with EMEA and APAC Regional Leads.
• Drive adoption and behavior change for new processes, service standards, systems, and ways of working.
• Ensure clear, consistent, and employee-centric messaging across service delivery channels.
• Identify and prioritize opportunities to improve efficiency, scalability, quality, and employee experience.
• Lead or participate in initiatives that drive automation, standardization, process simplification, and service model maturity.
• Partner globally to evolve People Operations toward a more consistent, modern, digitally enabled, and scalable operating model.
• Balance operational stability with transformation, ensuring that improvements are practical, adopted, and sustainable.

Benefits

• Base salary is the fixed component of compensation that is determined by core job responsibilities, relevant experience, internal level, and market factors.
• The discretionary bonus is used to award performance and therefore is determined by company, business, team, and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager