Americas Service Excellence Leader - Remote Eligible

Job Title: Americas People Ops Service Excellence Leader

In this role, you will oversee the end-to-end quality of HR service delivery across the Americas region. This leadership position requires driving operational excellence, influencing stakeholders, and leading regional transformational initiatives that centralize, harmonize, and integrate operational HR work across Client HR, COEs, and People Ops. Aligning with global and transformation priorities, you will establish vision and roadmap, drive adoption of a tiered service model, optimize case deflection, and champion automation, streamlining, and elimination of manual or transactional work to create efficiencies that elevate service delivery across the region.

Essential Responsibilities

Service Delivery, Transformation & Performance Leadership

• Lead transformation efforts related to centralization, transition, and harmonization of operational HR work from Client HR and COEs into Americas People Ops, focusing on operational execution and performance management
• Set vision and roadmap for service excellence aligned with global and transformation priorities
• Establish and refine KPIs, oversee MOR and LEAN routines, drive continuous improvement culture
• Analyze complex metric trends, lead root cause investigations, and develop sufficient countermeasures
• Hold Americas leaders and vendor partners accountable for service performance and SLA adherence
• Drive process improvement initiatives focused on automation, operational simplification, and elimination of manual/transactional work
• Own and drive the LEAN roadmap, ensuring LEAN principles and behaviors are widely adopted and LEAN maturity is incorporated into strategy

Vendor Relationship & Tiered Model Strategy

• Own and nurture vendor relationships (Alight Tier 1 customer care), including contract and performance management
• Lead regional Tier 0 enhancement efforts to drive case deflection by optimizing content, portal usability, and virtual chat in collaboration with Products & Channels teams
• Govern the regional service escalation process, defining standard work and approaches to reduce and efficiently resolve escalations

Employee Experience & Change Leadership

• Partner with Customer Care and Tier 2 leaders to analyze Voice of Customer (VoC) and CSAT data, developing insights and recommendations
• Drive service readiness and improvement initiatives, overseeing regional change management plans, vendor collaboration, and cross-functional project delivery; lead regional execution of global service initiatives
• Lead regional change management through the new operating model, focusing on driving adoption with deskless workers
• Lead Americas People Ops forums and cross-region coordination to drive alignment and knowledge sharing among Client HR, COEs, and internal partners

Transformation Leadership & Cross-Functional Collaboration

• Act as a key leader and influencer in the HR transformation journey, guiding regional integration and harmonization of operational activities across Client HR, COEs, and People Ops
• Facilitate cross-functional alignment to ensure seamless transition and adoption of centralized and automated service models that reduce manual effort
• Lead and develop the Service Excellence team (up to one Specialist/Analyst), fostering a high-performing culture
• Collaborate closely with Regional Service Excellence Leads (APAC, EMEA) to align global standards and minimize bespoke processes
• Serve as Americas People Ops liaison with initiatives intake and LEAN teams, influencing regional priorities and resource allocation

Communication & Advising

• Provide regular, data-driven insights and actionable recommendations to leadership at all levels to support informed decision-making and continuous improvement
• Present complex service performance issues with clear, actionable plans tied to business outcomes
• Consult SMEs and global counterparts to integrate best practices and scalable solutions
• Develop and deliver high-impact regional communications highlighting improvements and engaging stakeholders
• Lead messaging with big-picture context and a compelling value story; build trust with Client HR to shape perception of Service Excellence and strengthen influence through clear communication

Required

Bachelor's degree or equivalent combination of education, experience, and knowledge

Significant experience (7+ years) in HR Operations/Service Delivery in North America

Proven experience leading transformation, centralization, or operational harmonization projects

Familiarity with tiered HR service delivery models, self-service (Tier 0) optimization, and case management systems

Prior experience delivering results in a regional HR and/or operations/service-oriented environment, with demonstrated achievement and project leadership

Proficiency with HRIS platforms (e.g., Workday) and case management/service delivery tools (e.g., ServiceNow, Service Cloud)

Ability to foster a culture of accountability, performance, and continuous improvement

Skilled at leading through change and uncertainty while maintaining engagement and clarity for teams

Strong verbal and written communication, including slide creation and storytelling, with the ability to present data clearly and tailor messaging to different audiences

Proven ability to lead projects from concept to implementation, applying strong analytical skills to drive process improvements, operational efficiencies, and measurable results

Strong organizational skills, attention to detail, and accuracy in execution

Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)

This job may require occasional travel

Desired

Experience managing vendor relationships, including contract oversight and performance governance

Strong understanding of HR processes, employee experience design, and change management principles

Demonstrated ability to influence and build relationships across a complex, matrixed organization

Experience driving change and adoption of new processes in team-oriented service organizations

Experience coaching or developing talent, and fostering diversity and inclusion