People Operations Manager
Job Description
POSITION OVERVIEW
As People Services Leader, you'll lead a human-centered people service team driving seamless employee experience while driving improvements across our technology and operations ecosystem. This isn't traditional service management, you'll build the future of employee experience through systems thinking, cross-functional collaboration, and innovative service design that goes far beyond conventional support operations. 
KEY RESPONSIBILITIES
Strategic Leadership & Vision
· Demonstrated experience driving a transformation agenda while delivering on BAU requirements, with a focus on continually transforming and digitizing the function
· Experience in leading global business process improvement initiatives, including waste elimination, development of best practice tools, process automation, and providing strategic guidance on sustainable controls and communication of improvements
· Design and implement service delivery models that prioritize employee outcomes over traditional operational metrics
· Collaborate with other functional leaders to create seamless employee journeys that span technology, operations, and human touchpoints
· Transform traditional support into proactive, predictive employee experience delivery
Operational Excellence
· Maintain and enhance service delivery standards while implementing new integrated operating models
· Design workflows that seamlessly blend human expertise with AI platforms (Moveworks) and case management systems (ServiceNow)
· Establish feedback loops that turn employee interactions into systematic improvements and eliminate friction.
· Drive service metrics aimed at employee experience outcomes
Team Leadership & Development
· Develop team members who combine deep HR domain expertise with technology-first mindsets
· Create strong working relationships with technology and people operations teams to enable integrated service delivery
· Implement career development programs that prepare team members for advancement
· Guide team through transformation from traditional support roles to strategic employee experience contributors
Cross-Functional Integration
· Work closely with Experience Technology and Strategic Core Systems teams to optimize employee-facing technology
· Coordinate with Mexico HR Operations for complex case resolution and knowledge sharing
· Provide rich qualitative insights to Metrics & Data Intelligence team to inform system-wide improvements
REQUIRED QUALIFICATIONS
Experience & Background
· 10+ years of progressive leadership experience in employee services, HR operations, or customer experience roles
· 5+ years managing teams of 15+ people in complex, multi-stakeholder environments
· Proven track record of transforming traditional service operations into strategic, experience-focused capabilities
· Experience with integrated technology platforms (ServiceNow, Workday, AI platforms preferred)
· Background in change management and organizational transformation initiatives
Leadership Capabilities
· Systems Thinking: Ability to see connections between human interactions and broader organizational systems
· Strategic Vision: Can translate employee needs into systematic improvements across technology and operations
· Cross-Functional Influence: Successfully partners across organizational boundaries without direct authority
· Innovation Mindset: Drives creative solutions that go beyond traditional service delivery approaches
· Cultural Transformation: Builds high-performing teams through periods of significant change
Technical & Analytical Skills
· Service Delivery Expertise: Deep understanding of modern service delivery methodologies and employee experience design
· Technology Integration: Experience with HRSD platforms, AI-powered support tools, and workflow automation
· Data-Driven Decision Making: Uses analytics and employee feedback to drive continuous improvement
· Process Optimization: Proven ability to redesign processes for efficiency and experience outcomes
Communication & Stakeholder Management
· Collaborative Leadership: Builds strong relationships across diverse teams and cultural contexts
· Change Communication: Effectively communicates vision and progress during transformation periods
PREFERRED QUALIFICATIONS
· Background in Technology implementations or digital transformation initiatives
· Experience with AI/ML platforms and automation in employee service delivery
-This position requires the ability to legally operate motor vehicle on a regular basis
Remember to attach your CV when applying to this vacancy.


This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

The selected candidate will be required to travel <25% for this role.

This job may be eligible for relocation benefits.


About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
Non-Discrimination and Equal Employment Opportunities
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
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