Role Summary

The Americas People Operations team delivers responsive, compliant, and employee experience-focused shared services support across the U.S. and Canada.

The People Operations Specialist serves as a primary point of contact for People-related inquiries and lifecycle transactions across the U.S. and Canada. Operating within a tiered support model, this role supports onboarding, offboarding, Leave of Absence (LOA) administration, case management, policy interpretation, and operational program execution while ensuring regional compliance and service excellence.

This position partners closely with People Partners, Employee Relations, Talent Acquisition, Systems Operations, Payroll, Benefits, and regional stakeholders to deliver a consistent, compliant, and seamless employee experience across geographies.

Core Responsibilities

Employee Lifecycle Support

• Support end-to-end employee lifecycle processes, including hires and terminations, across North America, ensuring compliance, consistency, and a seamless employee experience from hire through exit.
• Execute onboarding from offer acceptance through Day One, including documentation audits, compliance reviews, systems coordination, and orientation delivery.
• Conduct centralized, virtual Day One orientation sessions for U.S. and Canada hires based on our global onboarding materials.
• Partner with Talent Acquisition, Hiring Managers, People Partners, and Systems Operations to ensure a smooth and compliant employee experience.
• Manage voluntary and involuntary offboarding processes with timeliness, confidentiality, and accuracy, including exit documentation, surveys, and equipment coordination.
• Provide lifecycle insights and trends to People Partners and Employee Relations to support continuous improvement.
• Process assigned employee lifecycle transactions in Workday with accuracy, timeliness, and strong attention to data integrity.

Employee Inquiries, Case Management and Policy Support

• Serve as a primary point of contact for People-related inquiries from employees and managers across North America, delivering a positive, professional, and solution-oriented experience.
• Manage, triage, and resolve routine People-related cases through ServiceNow, meeting SLAs and escalating complex matters as appropriate.
• Interpret and apply country-specific policies, employment regulations, and practices across supported geographies.
• Escalate complex, high-risk, or sensitive matters to Employee Relations, Legal, or regional People Partners as appropriate.
• Identify inquiry trends and recommend improvements to portal content, communications, self-service tools, and operational workflows.
• Serve as a subject matter expert for People processes, policies, and tools.
• Maintain strict confidentiality and sound judgment when handling sensitive employee matters.

Program Administration

• Execute and administer regional People programs and compliance-related activities across North America, including tuition reimbursement, service awards, benefits administration support, employment verifications, unemployment claims, where applicable, and personnel file management.
• Provide clear guidance to employees and managers on company policies, programs, and procedural requirements.
• Ensure the consistent application of policies and accurate documentation across supported countries.
• Maintain compliance with applicable federal, state, provincial, and country-specific employment regulations.
• Partner cross-functionally with Payroll, Benefits, Employee Relations, and People Partners to ensure accurate and timely program administration.

Leave of Absence Administration

• Administer and coordinate Leave of Absence processes across Canada in alignment with local regulations and company policies.
• Partner with employees, managers, and People Partners to ensure accurate documentation and timely communication.
• Track leave status, required documentation, and return-to-work processes.
• Coordinate with Payroll, Benefits, and Systems teams to ensure accurate processing and system updates.
• Ensure compliance with country-specific leave laws and reporting requirements.

People Systems, AI and Digital Enablement

• Maintain strong data governance practices to ensure compliance, audit readiness, and accurate employee records.
• Support system enhancements, testing activities, and implementation initiatives in partnership with Global People Technology and IT.
• Leverage AI and technology tools to streamline workflows and enhance the employee and manager experience.
• Support the adoption of new technologies and digital-first ways of working while maintaining high-touch, employee-centered service delivery.

Team Collaboration and Regional Support

• Build strong partnerships with U.S. and Canada People Partners, as well as regional stakeholders.
• Collaborate with global People Operations colleagues to ensure alignment and consistency in service delivery.
• Execute deliverables on time while following established policies, procedures, and communication protocols.
• Participate in regional and global initiatives and special projects as assigned.
• Contribute to maintaining credibility, trust, and confidence with employees and stakeholders.

Knowledge Management and Process Improvement

• Identify and recommend process improvements to enhance efficiency, compliance, documentation standards, and employee experience, including opportunities to streamline workflows through approved digital tools.
• Contribute to the creation and maintenance of SOPs, job aids, quick-reference guides, templates, and country-specific process documentation.
• Support the upkeep of Employee and People portals with regionally accurate and up-to-date content.
• Partner cross-functionally to streamline workflows and enhance service delivery across North America.

Qualifications

Basic Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or a related discipline, or an equivalent combination of education and experience.
• Three or more years of experience in People Operations, HR Shared Services, or a related HR operational role.
• Hands-on experience administering Leave of Absence processes and employee lifecycle transactions.
• Daily operational experience using Workday and ServiceNow, or similar HRIS and case management platforms.
• Familiarity with multi-country employment practices and compliance considerations.
• Experience working within a tiered or shared services delivery model.
• Ability to manage high-volume inquiries across multiple time zones while meeting SLAs and quality standards.
• Strong attention to detail with a high level of data accuracy and confidentiality.

Preferred Qualifications

• Experience in a global, matrixed, or professional services environment.
• Experience supporting HR operations for mid-to-large employee populations of 2,000 or more employees.
• Advanced exposure to Workday implementations, enhancements, testing, or module expansions.
• Demonstrated experience leveraging generative AI tools, such as ChatGPT or Copilot, to improve efficiency, automate processes, and support data-driven decision-making.
• Strong understanding of U.S. and Canadian employment compliance requirements.
• Experience supporting service delivery metrics, operational reporting, or KPI tracking.
• HR certification, such as PHR, SHRM-CP, or equivalent, is preferred.
• Proficiency in Microsoft Office tools, including Teams, Word, Excel, and PowerPoint.
• Experience collaborating within regional, global, and virtual teams.