Senior Employee Service Manager (HR Operations)

TL;DR

Senior Employee Service Manager (HR Operations): Leading the delivery and continuous improvement of People & Culture shared services operations across the Americas region with an accent on service delivery performance and team leadership. Focus on driving operational efficiency, ensuring consistent execution of global processes, and managing high-volume HR transactions across the U.S. and Latin America.

Location: Zapopan, Mexico

Company

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

What you will do

• Lead Employee Services delivery across the Americas, ensuring high-quality execution of employee lifecycle support and transactions.
• Manage and develop a distributed team across multiple locations, building leadership capability and a high-performing service culture.
• Own regional service delivery performance, monitoring SLAs, KPIs, case quality, and employee experience metrics.
• Drive continuous improvement by identifying inefficiencies and partnering with global teams to enhance service delivery.
• Ensure data quality in SuccessFactors and drive the adoption of ServiceNow as the primary case management platform.
• Collaborate with HRIS, technology teams, and Centers of Excellence to implement automation and AI-enabled solutions.

Requirements

• 8–10+ years of HR experience, including leadership roles in shared services or HR operations.
• Experience managing distributed teams across the U.S. and/or Latin America.
• Proven track record of leading service delivery in high-volume, process-driven environments.
• Hands-on experience with SuccessFactors and ServiceNow.
• Strong understanding of HR operations and regional compliance, including U.S. employment practices.

Nice to have

• Experience supporting the scaling or transformation of shared services operations.
• Experience implementing automation or technology solutions within HR.
• Proficiency in Microsoft 365, particularly advanced Excel.
• Familiarity with Latin American HR regulatory environments.

Culture & Benefits

• Commitment to a diverse, equitable, and inclusive workplace.
• Culture of collaboration, accountability, and ownership.
• Opportunity to work within a global organization spanning 30+ countries.
• Equal opportunity employer providing a supportive and empowering environment.