Senior Employee Service Associate (iGaming)

TL;DR

Senior Employee Service Associate (HR Operations): Supporting P&C shared services across the Americas region with an accent on handling complex employee inquiries and HR transactions. Focus on optimizing service quality, mentoring team members, and ensuring compliance with labor laws and SLAs.

Location: Zapopan, Mexico

Company

hirify.global is a global gaming company delivering casino and mobile entertainment experiences across more than 100 jurisdictions worldwide.

What you will do

• Handle complex and sensitive employee inquiries throughout the employee lifecycle.
• Serve as a subject matter expert for HR processes, policies, and systems.
• Act as an escalation point for Employee Service Associates to resolve high-impact cases.
• Process HR transactions within SuccessFactors and manage cases in ServiceNow.
• Monitor case trends and develop SOPs and knowledge articles for process improvement.
• Partner with HR Business Partners and COEs to ensure effective service delivery.

Requirements

• 3–5+ years of HR experience in shared services or HR operations.
• Hands-on experience with SuccessFactors and ServiceNow.
• Experience managing service delivery metrics, including SLAs and KPIs.
• Proven ability to mentor team members and act as a subject matter expert.
• Proficiency in Microsoft 365.
• Experience supporting U.S. HR operations, including benefits and leave processes.

Nice to have

• Exposure to Latin America HR operations and employment practices.

Culture & Benefits

• Opportunity to work in a global environment spanning 30+ countries.
• Culture rooted in collaboration, accountability, and ownership.
• Commitment to fostering a diverse, equitable, and inclusive workplace.
• Equal opportunity employer providing inclusive recruitment and promotion practices.