People Operations Team Lead, Centralized Operations

Stripe; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Stripe is building a dedicated CDMX People Support team and seeks an experienced leader to translate global operations into a local operating model. You will guide a small team, establish efficient processes, and ensure high-quality case handling and service delivery.

Ideal candidates will have 6-8 years in People operations, strong leadership, and a track record of implementing global initiatives locally, with a focus on data-driven improvements and thoughtful use of AI tools.

Formación

• Experience leading or managing teams in People operations or related fields.
• Ability to analyze operational data and set priorities.
• Strong communication and collaboration with cross-functional partners.

Responsabilidades

• Provide strategic and operational leadership for the People Support team in CDMX, translating the global Core Ops strategy into a local operating model.
• Lead and develop a small team of People Support specialists through coaching, feedback, and quality calibration.
• Establish local practices, coverage models, escalation paths, and ways of working aligned with global initiatives.

Conocimientos

People leadership

Stakeholder management

Data-driven decisions

Operational excellence

AI fluency

Descripción del empleo

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.

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.