The People Services team is a foundational pillar of the broader People Operations organization, evolving into a strategic enabler of scalable, employee-first HR service delivery. We are responsible for driving operational excellence and consistency across the global employee experience by managing core People support functions and lifecycle transactions — from onboarding to offboarding and everything in between.
Our mission is to provide timely, accurate, and high-quality support to employees across DoorDash and Wolt, while continuously improving processes through automation, documentation, and data. As we scale, we are focused on integrating technology, optimizing workflows, and elevating service delivery through robust metrics and reporting. We work cross-functionally with HRBPs, Total Rewards, Talent, Compliance, and People Tech to ensure an efficient and seamless experience for employees around the world.
People Services is at the heart of our transformation into a global, tech-enabled People Operations organization — enabling our teams to scale efficiently, serve employees consistently, and operate with excellence.
About the RoleWe’re looking for a Team Lead, People Services to manage and develop a team of HR Service Desk Analysts in Mexico City. This role is essential to ensuring a responsive, efficient, and data-driven employee support experience. You will lead daily operations, uphold service excellence through queue and SLA management, and guide your team through ongoing global transformation and automation initiatives.
You’ll report to the Sr. Manager, People Operations and play a key leadership role as we evolve how HR support is delivered at scale. This role will require full availability during Central Time business hours, with the flexibility to support employees across multiple time zones.
You’re excited about this opportunity because you will… Leading with purpose: Manage, coach, and develop a high-performing team of HR Service Desk Analysts. Set clear goals, track performance against SLAs, and create a culture of ownership and accountability. Driving operational excellence: Own day-to-day team performance, ensure consistent and timely case resolution, and continuously refine workflows to optimize throughput and service quality. Tracking what matters: Leverage data and dashboards to monitor team health and performance (e.g., ticket volumes, response times, resolution rates). Identify trends and drive continuous improvements. Transforming with the business: Actively engage in global process redesigns and HR automation efforts. Bring a frontline lens to transformation conversations and advocate for scalable solutions that benefit both employees and the team. Championing employee experience: Continuously gather feedback and drive improvements that enhance the employee journey. Ensuring compliance and consistency: Maintain alignment with HR policies and regional labor laws. Support knowledge management efforts to document and standardize team procedures. We’re excited about you because… You bring 3–5+ years of HR experience, including 2+ years managing People or HR support teams You’ve led offshore or remote teams, ideally in Mexico or LATAM, and are bilingual in English and Spanish You’re comfortable traveling to Mexico City several times per year to engage with your team and stakeholders You’re fluent in Workday and experienced in navigating HR systems You know how to manage queues, hit SLAs, and drive service excellence You lead with empathy, build strong team culture, and coach for performance You thrive in fast-paced, evolving environments and bring structure to ambiguity You’re data-driven, process-minded, and eager to help shape global transformation You’re fluent in Google Workspace, especially advanced Google Sheets
We expect this position to be filled by 10/8/25
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