People Operations Regional Lead/Manager - Americas

PIMCO is a global leader in active fixed income with deep expertise across public and private markets. We invest our clients' capital across a range of fixed income and credit opportunities, leveraging our decades of experience navigating complex debt markets. Our flexible capital base and deep relationships with issuers have helped us become one of the world's largest providers of traditional and nontraditional solutions for companies that need financing and investors who seek strong risk-adjusted returns.

Since 1971, our people have shaped our organization through a high-performance inclusive culture, in which we celebrate diverse thinking. We invest in our people and strive to imprint our CORE values of Collaboration, Openness, Responsibility and Excellence. We believe each of us is here to help others succeed and this has led to PIMCO being recognized as an innovator, industry thought leader and trusted advisor to our clients.

Role Overview

We are seeking an experienced, hands-on, and operationally strong People Operations (POPs) leader to serve as the Americas Regional Lead / Manager. This role is responsible for leading People Operations service delivery across the Americas and ensuring employees, managers, HR partners, and business stakeholders receive high-quality, efficient, and consistent HR operational support.

The Regional Lead will oversee day-to-day service delivery, employee lifecycle operations, case and knowledge management, HR Communications, HR Client Request, regional programs, service performance, process improvement, and escalation management. The role serves as the primary operational leader for the Americas region and is accountable for ensuring operational excellence, employee experience, compliance, and service delivery outcomes.

As part of a global People Operations organization, the Regional Lead will partner closely with peers in EMEA and APAC to share best practices, support global initiatives, drive consistency where appropriate, and provide regional input into the evolution of the broader People Operations operating model.

The ideal candidate is a strategic, hands-on leader who combines strong people leadership with deep operational expertise. This is a true player-coach role that requires balancing team leadership, stakeholder management, operational execution, and transformation. The Regional Lead will be expected to stay close to the operation, personally leading complex initiatives, resolving critical issues, and stepping into execution when needed. The successful candidate will excel at building teams, driving continuous improvement, and delivering scalable, employee-centric People Operations services while leading by example.

Role Scope

Regional Leadership

• Lead HR Service Delivery across the Americas with accountability for operational performance, employee experience, service quality, and delivery outcomes.
• Own day-to-day operations, including case management, employee lifecycle processes, onboarding, offboarding, mobility, transfers, HR client requests, HR communications, knowledge management, and regional programs.
• Serve as the primary escalation point for complex operational issues, employee experience concerns, process breakdowns, service risks, and sensitive cases.
• Lead and develop the regional People Operations team, fostering accountability, operational excellence, and a strong service mindset.

• Ensure regional execution aligns with global standards while adapting appropriately to Americas business, regulatory, and operational needs.

Regional Programs & Operational Excellence

• Own the successful delivery of People Operations programs and services across the region.
• Drive standardization, process improvements, automation opportunities, and operational efficiencies.
• Identify service improvement opportunities through data, employee feedback, and stakeholder insights.
• Partner with HR Centers of Excellence, HR Business Partners, Technology, Risk, Compliance, Legal, and People Operations peers to improve operational effectiveness.

Cross-Regional Partnership

• Partner with EMEA and APAC Regional Leads to establish and standardize processes, share best practices and lessons learned.
• Participate in global People Operations initiatives, projects, and transformation efforts.
• Provide regional perspectives and requirements to influence enterprise-wide processes and service delivery strategies.
• Drive global consistency while ensuring regional requirements are appropriately addressed.

Key Responsibilities

Regional Service Delivery Leadership

• Lead HR Service Delivery for the Americas region.
• Own and lead HR Service Delivery across the Americas, ensuring consistent, high-quality execution of HR operations and global processes at scale.
• Serve as the regional leader for Service Delivery & Employee Experience, accountable for operational performance, service quality, employee experience, and delivery outcomes.
• Lead the daily operating rhythm for the Americas team, including workload management, prioritization, escalations, service risks, and issue resolution.

• Drive alignment between global standards and regional execution, ensuring consistency without compromising local regulatory or business requirements.

Day-to-Day Operations & Core Program Ownership

• Own the delivery and performance of core HR service delivery programs, including:
  • Case Management through ServiceNow or equivalent platform
  • Knowledge Management and self-service enablement
  • HR Client Requests / Inquiry Management
  • HR Communications delivery and coordination
  • Employee lifecycle operations including onboarding, offboarding, mobility, transfers, and employee changes
  • Regional HR programs and compliance-related activities
• Ensure programs are executed with operational rigor, consistency, accuracy, and efficiency.
• Monitor quality and timeliness of work across the team, ensuring follow-through, SLA adherence, and issue resolution.
• Drive simplification and scalability of core programs to support a high-volume, global service delivery model.

Employee Experience & Lifecycle Delivery

• Deliver a seamless employee and manager experience across key lifecycle moments.
• Reduce friction points and simplify processes where possible.
• Partner closely with HRBPs and COEs to ensure operational support aligns with business priorities.
• Champion responsiveness, accuracy, consistency, and employee-centric service delivery.

Team Leadership & Player-Coach Accountability

• Lead, coach, and develop a high-performing regional People Operations team, building capability, accountability, engagement, and operational excellence.
• Operate as a true player-coach, balancing people leadership with hands-on involvement in complex initiatives, escalations, service recovery efforts, and critical business priorities.
• Foster a culture of ownership, continuous improvement, collaboration, and employee-centric service delivery.
• Coach, develop, and support talent growth through ongoing feedback, development planning, and succession management.
• Lead by example, maintaining a deep understanding of the operation and stepping into execution when needed to remove barriers, solve problems, and deliver results.

Operational Excellence & Continuous Improvement

• Establish and monitor key service delivery metrics and performance indicators.
• Leverage data to identify trends, opportunities, and root causes.
• Drive simplification, standardization, and automation initiatives.
• Support implementation of new processes, technologies, and operating model enhancements.
• Manage relationships with outsourced and managed service providers, ensuring service levels, quality, employee experience, governance, and continuous improvement objectives are achieved while supporting the evolution of the People Operations operating model.

HR Technology, AI & Service Platforms

• Drive effective utilization and adoption of Workday, ServiceNow, AI-enabled solutions, and related HR technologies to enhance service delivery, employee experience, and operational efficiency.
• Maintain high standards for case management, knowledge management, reporting, data integrity, and governance to support scalable and consistent service delivery.
• Partner with Technology teams and key stakeholders to improve workflows, expand self-service capabilities, leverage automation and AI, and continuously enhance the employee and manager experience.
• Identify and champion opportunities to simplify processes, reduce manual effort, and increase operational effectiveness through technology, automation, and responsible use of AI.

Governance, Risk & Compliance

• Ensure operational processes align with company policies and regulatory requirements.
• Maintain audit-ready documentation, controls, and operational records.
• Partner with Risk, Legal, Compliance, and Audit teams as required.
• Ensure appropriate handling of sensitive employee information and data privacy requirements.

Change Management & Communications

• Lead operational readiness and adoption activities for new initiatives.
• Communicate changes effectively across stakeholders and the People Operations team.
• Support implementation of global and regional projects.

Required Experience & Capabilities

• 7-10+ years of experience in HR Operations, Shared Services, Employee Services, or People Operations.
• Experience leading regional HR Operations, Service Delivery, Shared Services, or Employee Experience teams.
• Demonstrated success managing high-volume operational environments.
• Strong people leadership experience, including coaching, team development, and performance management.
• Experience leading service improvement, transformation, or operational excellence initiatives.
• Strong knowledge of employee lifecycle operations, case management, knowledge management, and HR service delivery models.
• Experience with Workday, ServiceNow, AI HR technologies, and service delivery platforms.
• Strong operational judgment, stakeholder management, and problem-solving skills.
• Ability to influence across a matrixed organization and navigate competing priorities.
• Strong analytical skills and experience leveraging metrics and operational data to drive decisions.
• Experience working across multiple countries and jurisdictions within a regional environment preferred.
• Experience managing outsourced, managed services, or offshore delivery relationships preferred.

Qualifications

Education & Certifications

• Bachelor's degree in Human Resources, Business Administration, or related field.
• SHRM-SCP, SPHR, Project Management, or Lean Six Sigma certification preferred.

Technical Skills

• Strong experience with AI, Workday and ServiceNow.
• Experience with case management, knowledge platforms, service delivery tools, and operational reporting.
• Experience using service metrics, dashboards, and reporting to manage performance and drive improvements.

PIMCO follows a total compensation approach when rewarding employees which includes a base salary and a discretionary bonus. Base salary is the fixed component of compensation that is determined by core job responsibilities, relevant experience, internal level, and market factors. The discretionary bonus is used to award performance and therefore is determined by company, business, team, and individual performance.

Salary Range: $ 112,500.00 - $ 135,000.00

Equal Employment Opportunity and Affirmative Action Statement

PIMCO recruits and hires qualified candidates without regard to race, national origin, ancestry, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender (including gender identity and expression), age, military or veteran status, disability (physical or mental), any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other basis such as medical condition, or marital status under applicable laws.

Applicants with Disabilities

PIMCO is an Equal Employment Opportunity/Affirmative Action employer. We provide reasonable accommodation for qualified individuals with disabilities, including veterans, in job application procedures. If you have any difficulty using our online system due to a disability and you would like to request an accommodation, you may contact us at 949-720-7744 and leave a message. This is a dedicated line designed exclusively to assist job seekers with disabilities to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days.