Full-Time Team Lead, People Services

We’re looking for a Team Lead, People Services to manage and develop a team of HR Service Desk Analysts in Mexico City. This role is essential to ensuring a responsive, efficient, and data-driven employee support experience.

You will lead daily operations, uphold service excellence through queue and SLA management, and guide your team through ongoing global transformation and automation initiatives.

You’ll report to the Sr. Manager, People Operations and play a key leadership role as we evolve how HR support is delivered at scale. This role will require full availability during Central Time business hours, with the flexibility to support employees across multiple time zones.

You’re excited about this opportunity because you will…

• Leading with purpose: Manage, coach, and develop a high-performing team of HR Service Desk Analysts. Set clear goals, track performance against SLAs, and create a culture of ownership and accountability.
• Driving operational excellence: Own day-to-day team performance, ensure consistent and timely case resolution, and continuously refine workflows to optimize throughput and service quality.
• Tracking what matters: Leverage data and dashboards to monitor team health and performance (e.g., ticket volumes, response times, resolution rates). Identify trends and drive continuous improvements.
• Transforming with the business: Actively engage in global process redesigns and HR automation efforts. Bring a frontline lens to transformation conversations and advocate for scalable solutions that benefit both employees and the team.
• Championing employee experience: Continuously gather feedback and drive improvements that enhance the employee journey.
• Ensuring compliance and consistency: Maintain alignment with HR policies and regional labor laws. Support knowledge management efforts to document and standardize team procedures.

We’re excited about you because…

• You bring 3–5+ years of HR experience, including 2+ years managing People or HR support teams
• You’ve led offshore or remote teams, ideally in Mexico or LATAM, and are bilingual in English and Spanish
• You’re comfortable traveling to Mexico City several times per year to engage with your team and stakeholders
• You’re fluent in Workday and experienced in navigating HR systems
• You know how to manage queues, hit SLAs, and drive service excellence
• You lead with empathy, build strong team culture, and coach for performance
• You thrive in fast-paced, evolving environments and bring structure to ambiguity
• You’re data-driven, process-minded, and eager to help shape global transformation
• You’re fluent in Google Workspace, especially advanced Google Sheets

What is the last date for applying to the job?

Which countries are accepted for this remote job?