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 adop