People Operations Team Lead

About the company

• Stripe is a financial infrastructure platform for businesses, used by millions of companies worldwide.
• Stripe Delivery Center (SDC) provides operational leverage and expands Stripe's operational capabilities.

About the team

• People & Places Operations sits within SDC and drives support for the People and Places function.
• Highly collaborative, cross-functional, nimble team.

Responsibilities

• Provide strategic and operational leadership for the newly-formed People Support team in CDMX.
• Lead and develop a small team of People Support specialists through coaching, feedback, and quality calibration.
• Establish local team practices, coverage, escalation paths, and ways of working integrated with global organization.
• Manage daily operations: queue health, workload allocation, service levels, escalations.
• Use service metrics, case trends, and feedback to improve workflows and user experience.
• Partner with People, People Systems, and specialist teams on ownership and handoffs.
• Maintain high standards for case handling, documentation, data accuracy, privacy, and controls.
• Identify opportunities to expand team capabilities and use AI tools to improve service quality.

Requirements

• 6-8 years of experience in People operations, shared services, support operations, or related field, including 2+ years leading or managing others.
• Graduate or postgraduate qualification in HR or related discipline, or equivalent experience.
• Experience establishing or developing a new team, service, location, or operating model.
• Experience managing case queues, escalations, service levels, and operational quality.
• Experience leading operational improvements or implementing global initiatives locally.
• Experience with People systems and case-management tools such as Workday.
• Understanding of core People processes: worker data, benefits, talent mobility, equity, compensation, exits.
• Ability to balance immediate operational needs with longer-term team development.