The People Operations team creates the systems and processes to maintain a positive employee experience throughout the entire employee lifecycle at Flipp + Shopfully. This functional and strategic team supports the day-to-day needs of global employees while building proactively towards future initiatives and programs to influence the employee lifecycle.

The Senior Manager, People Operations will lead the strategy and execution of Flipp + Shopfully's global People Services function, building a consistent, high-quality employee experience across regions. This role will redefine our service delivery model, leading a globally aligned People Operations team and partnering closely with People Tech to modernize processes through AI, automation, and self-service.

This is a highly strategic, hands-on leadership role focused on scaling operational excellence globally. The successful candidate will drive service delivery standards and metrics, oversee global HR compliance execution, enhance documentation and knowledge management practices, and manage key external partners. Success in this role means delivering a seamless employee experience, modernizing our people operations infrastructure, and leading a team energized by transformation.

As part of our global hiring process, we kindly ask that resumes/CVs be submitted in English, as it's our primary business language across teams and regions.

What you'll get the opportunity to do:

Global People Services & Operations

• Lead and evolve our global People Services operating model, delivering a consistent employee experience across the Americas, EU, and future regions.
• Build and develop a globally aligned People Operations team, enabling scalable support across regions while maintaining local expertise where needed.
• Partner cross-functionally with People, Payroll, Finance, Legal, IT, and People Tech teams to improve end-to-end employee processes and service delivery.
• Drive operational excellence through clear service standards, ownership models, and scalable workflows.

HR Technology, AI & Automation

• Partner with People Tech team to shape and execute the People Services technology roadmap, including ticketing, case management, automation, and self-service tools.
• Identify opportunities to leverage AI and automation to improve efficiency, reduce manual work, and enhance the employee experience.
• Establish thoughtful standards for AI usage, balancing innovation, quality, privacy, and compliance.

Service Delivery & Continuous Improvement

• Own People Services metrics and SLAs, using data and employee insights to drive continuous improvement.
• Lead process reviews and operational improvement initiatives to simplify workflows and remove friction across the employee lifecycle.
• Build scalable documentation and knowledge management practices, including SOPs, FAQs, policies, and self-service resources.

Compliance & Risk Management

• Oversee global HR compliance operations, including employment records, reporting requirements, and multi-jurisdictional process adherence.
• Partner with Legal and external vendors to ensure policies and practices remain compliant and scalable as we grow globally.

Leadership & Stakeholder Management

• Lead, coach, and develop a distributed People Operations team, fostering a culture of accountability, collaboration, and continuous learning.
• Support organizational growth initiatives, including vendor management, process integration, and M&A-related People Operations work where needed.

What you'll bring to the team:

• 5+ years of progressive People Operations / HR Shared Services experience, including 3+ years leading and developing teams of HR professionals or specialists.
• Demonstrated experience leading People Operations across multiple regions or jurisdictions
• Hands-on experience leading HR technology transformation, including at least one of: implementing Jira Service Management / ServiceNow / equivalent HR case management, deploying AI/chatbot solutions for employee inquiries, or large-scale automation of HR processes.
• Strong working knowledge of HRIS systems, payroll administration, and the broader HR tech ecosystem.
• Track record of designing and operationalizing SLAs, KPIs, and service quality metrics for an HR or shared services function.
• Solid working knowledge of HR compliance and employment standards across at least two jurisdictions (Canadian and/or EU strongly preferred).