The Role
Lead HR service delivery across the Americas, managing day-to-day GPS operations, driving process optimization, automation, and AI-enabled solutions. Build dashboards, maintain knowledge management, enforce SLAs, standardize processes across countries, and develop a high-performing team to improve employee and manager experience and operational efficiency.
Summary Generated by Built In
About the Opportunity The Sr. Manager of Global People Services (GPS) for the Americas is responsible for leading the day-to-day HR service delivery operations across the Americas (Canada, US, Mexico, and Peru) and driving continuous improvement in employee and manager support cases.
This role ensures the delivery of high-quality, consistent, and efficient HR services that enhance employee experience while enabling Human Resources to operate more strategically through the use of data, AI-enabled solutions, and continuous improvement.
This role requires strong expertise in HR operations, HR service delivery, process optimization and compliance across the Americas. This leader partners closely with HR and business stakeholders to implement and optimize standard operating procedures, strengthen service delivery models, and ensure adherence to service level agreements (SLAs). This leader ensures evolving HR service needs are met with agility, efficiency, and a strong focus on delivering exceptional experience for employees and managers, while providing exceptional employee and manager service support. Responsibilities
This role ensures the delivery of high-quality, consistent, and efficient HR services that enhance employee experience while enabling Human Resources to operate more strategically through the use of data, AI-enabled solutions, and continuous improvement.
This role requires strong expertise in HR operations, HR service delivery, process optimization and compliance across the Americas. This leader partners closely with HR and business stakeholders to implement and optimize standard operating procedures, strengthen service delivery models, and ensure adherence to service level agreements (SLAs). This leader ensures evolving HR service needs are met with agility, efficiency, and a strong focus on delivering exceptional experience for employees and managers, while providing exceptional employee and manager service support. Responsibilities
- Lead the day-to-day Global People Services operations across the Americas, executing service delivery priorities and continuous improvement initiatives aligned with business and people needs
- Provide leadership to the GPS team and collaborate with functional and cross-functional teams to implement best practices
- Develop HR service delivery by leveraging Workday, AI, automation, and self-service capabilities to improve efficiency and user experience
- Develop service delivery dashboards and operations reporting to identify trends, improve service quality, and support data-driven decision making.
- Lead the development, maintenance and continuous improvement of knowledge management (SOPs, FAQs, service content), to support consistent service delivery
- Partner across HR (HRBPs, COEs, GPS,) and the business to standardize processes, identify pain points, optimize workflows, and improve end-to-end employee lifecycle experiences through processes, policies and guidelines.
- Support the implementation and optimization of a regional service delivery model across the Americas
- Establish and monitor service level agreements (SLAs), performance metrics, and capacity models to ensure effective resource allocation and service excellence
- Lead continuous improvement initiatives focused on operational efficiency, service quality, and cost optimization, leveraging process redesign and technology
- Partner with HR and business leaders to support operational execution and service delivery priorities
- Lead HR delivery projects that improve employee experience and service quality
- Develop a high-performing, future-ready team through coaching, succession planning, and skills development
- Identify and implement emerging technologies, including AI-enabled solutions to simplify HR processes, improve case resolution, reporting, knowledge management and employee experience
Key Success Indicators:
- Employee and manager experience, as measured through satisfaction and service delivery metrics
- Adoption and optimization of HR service delivery tools
- Measurable improvements in service delivery performance, productivity, and employee experience outcomes across the Americas
- Use of data, analytics, and insights to inform decision-making and drive continuous improvement
- Delivery of a scalable, efficient HR service model that is cost-effective while enhancing service quality
- Standardization and consistency of HR processes, balanced with local compliance and business needs
- Continuous innovation in service delivery through automation, digital enablement, and process redesign
- 8+ years of expertise in HR operations, shared services, or HR service delivery environments
- Bachelor’s degree required in Human Resources or related
- Experience leading regional HR service delivery teams or shared services functions across multiple countries
- Strong track record of driving automation, including the right balance between people-oriented and digital service delivery
- Bilingual English/Spanish required
- Demonstrated ability to drive operational excellence, process improvement, and service delivery outcomes
- Strong experience with HR technologies (Workday is a plus) and service delivery platforms
- Data-driven mindset with experience leveraging analytics and insights to improve outcomes
- Exceptional leadership, collaboration, and stakeholder management skills across global, matrixed environments
- Strong analytical, organizational, and communication skills, with the ability to translate complexity into actionable insights
- Proven ability to drive efficiency, scalability, and continuous improvement in HR service delivery
Skills Required
- 8+ years of experience in HR operations, shared services, or HR service delivery
- Bachelor's degree in Human Resources or related
- Experience leading regional HR service delivery teams or shared services across multiple countries
- Bilingual English/Spanish
- Proven track record driving automation and balancing people-oriented and digital service delivery
- Strong experience with HR technologies and service delivery platforms
- Workday experience
- Data-driven mindset with experience leveraging analytics and reporting to improve outcomes
- Exceptional leadership, stakeholder management, collaboration in global matrixed environments
- Strong analytical, organizational, and communication skills
Driscoll'S Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Driscoll'S and has not been reviewed or approved by Driscoll'S.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision, alongside wellness resources and an Employee Assistance Program. Company materials emphasize easy access and breadth as part of a formal Total Rewards program.
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Retirement Support — A 401(k) with employer match and participation in profit sharing are offered to support long‑term savings. These components complement base pay as part of the overall package.
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Leave & Time Off Breadth — Paid vacation, sick time, and personal/family care leave are provided, with parental leave and volunteer time off also referenced. The mix indicates a well‑rounded time‑off framework.
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The Company
What We Do
Driscoll’s is the global market leader for fresh strawberries, blueberries, raspberries and blackberries. With more than 100 years of farming heritage and hundreds of independent growers around the world, Driscoll’s is passionate about growing great tasting berries. Driscoll’s exclusive patented berry varieties are developed through years of research using only natural breeding methods – that means no GMOs. A dedicated team of agronomists, breeders, sensory analysts, plant pathologists and entomologists help grow baby seedlings that are then grown on family farms. Our independent berry growers then work with Mother Nature, using experience and know-how to get the very best out of each strawberry, blueberry, blackberry and raspberry plant. Driscoll’s is serious about yummy berries! Driscoll’s is the trusted brand for Only the Finest Berries ™.
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