People Operations Team Lead, Centralized Operations

Stripe

Mexico City, Mexico

On-site

Who this role is best for

Aimed at mid-to-senior level People Operations professionals who can lead and build new teams in a collaborative, cross-functional environment.

Best fit for

Candidates with experience building new teams and operational models in People Operations
— “Experience establishing or developing a new team, service, location, or operating model.”
Individuals who have led teams and implemented global initiatives in a local context
— “Experience leading operational improvements or implementing global initiatives within a local team.”
Professionals comfortable with data analysis and process optimization in a fast-evolving environment
— “Ability to analyze operational data, identify patterns, set priorities, and turn insights into practical improvements.”

Things to consider

The role requires direct involvement in high-volume service delivery and team ramp periods
— “Manage daily operations, including queue health, workload allocation, service levels, and escalations, while contributing directly during the team’s ramp or periods of high volume.”
Candidates must be prepared to balance immediate operational needs with long-term team scalability
— “Ability to balance immediate operational needs with longer-term team development and scalability.”

How to stand out

Highlight experience in translating global strategies into localized operations
— “translating the global Core Ops strategy into an effective local operating model.”
Emphasize leadership achievements in coaching and developing small teams
— “Lead and develop a small team People Support specialists through clear expectations, regular coaching, actionable feedback, and quality calibration.”
Showcase skills in using AI tools to improve service quality and efficiency
— “Identify opportunities to expand the CDMX team’s capabilities and use AI tools thoughtfully to improve service quality, operational efficiency, and the team’s ability to scale.”
Demonstrate track record in handling complex People processes with precision
— “Understanding of core People processes, including worker data, benefits, talent mobility, equity, compensation, and exits.”

Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

established local team practices
improved service quality
expanded team capabilities

Typical background

6-8 years of experience in People operations, shared services, support operations

Skills & requirements

Required

Strategic And Operational LeadershipPeople LeadershipCommunicationStakeholder ManagementOperational Data Analysis

Preferred

AI Fluency

Stack & domain

Strategic And Operational LeadershipPeople LeadershipCoachingCommunicationStakeholder-managementOperational Data AnalysisAI ToolsCase Trends AnalysisService MetricsWritten ResponsesData AccuracyPrivacyOperational ControlsAI Tool AssessmentSensitive Data ProtectionHuman ReviewLeadershipAttention To DetailCuriosityCollaborationTeamworkPeople OperationsShared ServicesSupport OperationsPeople SystemsCase-management ToolsCore People ProcessesWorker DataBenefitsTalent MobilityEquityCompensationExits

About the role

Original posting from Stripe

Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the team
The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Stripe’s People & Places Operations team will sit within the SDC and is a highly collaborative, cross-functional team that drives key support for the People and Places function. We work with many different teams at Stripe. We are nimble and flexible individuals that can wear many different hats. We don’t mind working through ambiguity and love adding organization to chaos. We believe that success is not defined by any one individual, but rather by the collective work of the entire team
What you’ll do
Responsibilities
Provide strategic and operational leadership for the newly-formed People Support team in CDMX, translating the global Core Ops strategy into an effective local operating model.
Lead and develop a small team People Support specialists through clear expectations, regular coaching, actionable feedback, and quality calibration.
Establish local team practices, coverage, escalation paths, and ways of working that integrate effectively with the global People Support organization.
Manage daily operations, including queue health, workload allocation, service levels, and escalations, while contributing directly during the team’s ramp or periods of high volume.
Use service metrics, case trends, and feedback to set priorities, identify root causes, and improve workflows, documentation, and the user experience.
Partner with People, People Systems, and specialist teams to clarify ownership, improve handoffs, and implement global initiatives locally.
Maintain high standards for case handling, written responses, documentation, data accuracy, privacy, and operational controls.
Identify opportunities to expand the CDMX team’s capabilities and use AI tools thoughtfully to improve service quality, operational efficiency, and the team’s ability to scale.
Skills
Strategic and operational leadership, including the ability to establish new team practices while contributing directly to service delivery.
Strong people leadership, coaching, communication, and stakeholder-management skills.
Sound judgment and attention to detail when handling complex or ambiguous People matters.
Ability to analyze operational data, identify patterns, set priorities, and turn insights into practical improvements.
AI fluency, including the ability to use AI tools appropriately, assess output quality, protect sensitive data, and recognize when human review is required.
Who you are
We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
6-8 years of experience in People operations, shared services, support operations, or a related field, including 2+ years leading or managing others.
A graduate or postgraduate qualification in human resources or a related discipline, or equivalent practical 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 within a local team.
Experience with People systems and case-management tools, such as Workday or comparable platforms.
Understanding of core People processes, including worker data, benefits, talent mobility, equity, compensation, and exits.
Ability to balance immediate operational needs with longer-term team development and scalability.

Source: Stripe careers