People Support Services Senior Manager

Overview

Careers to Smile About

 

At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.

 

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

 

Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Responsibilities

The Opportunity

 

The People Support Services Senior Manager is responsible for leading the operational excellence of People Suport Services across Latin America and North America. This role drives the evolution of an employee-centric, scalable, and digitally enabled support model that delivers exceptional service experiences while improving operational efficiency and business outcomes.

 

The Senior Manager partners closely with all PExOps Capability Leaders, People Sulutions, IT, People Business Partners and Global Process Owners, plus influencing on the regional leadership teams to implement strategic initiatives, optimize service delivery, and continuously enhance the employee experience.This position leads a team of HR service professionals and is accountable for delivering exceptional employee experiences while maintaining compliance, efficiency, and service excellence across the region.

 

Why Join This Team? This role provides the opportunity to shape the future of HR service delivery across the Americas by combining people leadership, digital innovation, operational excellence, and employee experience. The successful candidate will play a key role in transforming how employees interact with HR while leading a high-performing team that delivers meaningful impact at scale.

 

 

Your Impact

 

As People Operations Sr Manager your scope would consist of:

• Lead end-to-end HR service delivery for employees, managers, and HR stakeholders across the Americas.
• Ensure consistent execution of HR support processes and compliance with established service level agreements (SLAs).
• Monitor operational performance, analyze service trends, and implement improvements to enhance quality and efficiency.
• Drive issue resolution and escalation management for complex employee cases.
• Champion an employee-centric service model focused on simplicity, accessibility, and responsiveness.
• Identify process improvement opportunities using Lean, Six Sigma, and continuous improvement methodologies.
• Lead initiatives that enhance employee satisfaction and increase first-contact resolution.
• Develop and drive Digital HR and self-service strategies to improve user experience and operational effectiveness.

Qualifications

Who Are We Looking For? 

• Required Qualifications
  • Bachelor's degree in Human Resources, Business Administration, Industrial Engineering, or related field.
  • 8+ years of progressive experience in HR Operations, Shared Services, Employee Services, HR Service Delivery, or related functions.
  • 3+ years of people leadership experience.
  • Experience managing employee-facing service operations in a regional or global environment.
  • Strong analytical, problem-solving, and process improvement skills.
  • Experience working with HR technology platforms, case management systems, and knowledge management tools.
  • Advanced English proficiency.
• Preferred Qualifications
  • Experience supporting Americas markets in a shared services environment.
  • Experience with ServiceNow, Workday, SAP SuccessFactors, Microsoft Power Platform, or similar technologies.
  • Lean Six Sigma certification or continuous improvement background.
  • Experience leading digital transformation or AI-enabled HR initiatives.
  • Master's degree in Business, Human Resources, or related field.
• Key Responsibilities
  • Lead, develop, and coach a team of HR service professionals.
  • Foster a culture of accountability, collaboration, inclusion, and continuous learning.
  • Governance, Risk & Compliance: Ensure compliance with company policies, employment regulations, and data privacy requirements.
  • Maintain process documentation, controls, and audit readiness.
  • Support regional and global HR transformation initiatives.

 

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.

 

What can you expect from us:

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.