People Operations Team Lead, Centralized Operations

Stripe
Mexico City
Workplace: OnsiteFull timeFunction: People, HR & TalentExperience: 6-8 yearsEducation: mastersSkills: ["People leadership","Coaching","Communication","Stakeholder management","Data analysis"]

Lead and develop a newly formed People Support team in CDMX, translating a global People Ops strategy into an effective local operating model. Own daily operations—queue health, workload allocation, service levels, escalations, and case quality—using metrics and case trends to drive workflow improvements. Partner with People, People Systems, and specialists to clarify ownership, improve handoffs, and implement global initiatives locally, with strong standards for privacy and documentation.

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Stripe
Stripe
1 day ago

People Operations Team Lead, Centralized Operations

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead and develop a newly formed People Support team in CDMX, translating a global People Ops strategy into an effective local operating model. Own daily operations—queue health, workload allocation, service levels, escalations, and case quality—using metrics and case trends to drive workflow improvements. Partner with People, People Systems, and specialists to clarify ownership, improve handoffs, and implement global initiatives locally, with strong standards for privacy and documentation.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: People, HR & Talent
Seniority: Manager level

Key Responsibilities

  • •Provide strategic and operational leadership for the newly formed People Support team in CDMX, translating global Core Ops strategy into a local operating model.
  • •Lead and develop a small team through clear expectations, regular coaching, actionable feedback, and quality calibration.
  • •Establish local team practices, coverage, escalation paths, and ways of working integrated with the global People Support organization.
  • •Manage daily operations including queue health, workload allocation, service levels, and escalations, contributing directly during ramp or high-volume periods.
  • •Use service metrics, case trends, and feedback to set priorities and improve workflows, documentation, and user experience.

Key Requirements

  • •6-8 years of experience in People operations, shared services, support operations, or a related field, including 2+ years leading or managing others.
  • •A graduate or postgraduate qualification in human resources or a related discipline, or equivalent practical experience.
  • •Experience establishing or developing a new team, service, location, or operating model.
  • •Experience managing case queues, escalations, service levels, and operational quality.
  • •Experience with People systems and case-management tools (e.g., Workday) and a strong understanding of core People processes.
Experience:6-8 yearsShared servicesSupport operationsPeople operations
Education:Master's in human resources or a related discipline
Skills:People leadershipCoachingCommunicationStakeholder managementData analysis
Languages:English
Tech Stack:WorkdayAI toolsCase-management tools

Company Brief

Stripe
Provides payment processing APIs and financial infrastructure for internet businesses. Powers online payments for millions of companies from startups to Fortune 500s.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2010
Glassdoor
Glassdoor: 4.2
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