Head of Services - Support and Managed

The Manager, Americas Shared Services, will lead a team of Tier 1 Generalists who deliver day-to-day People & Culture operational services across the Americas. As the first escalation point for operational HR matters, this leader will ensure consistent, timely, accurate service that enhances the employee experience while driving continuous improvement, automation adoption and data-driven decision making. Reporting to the Director, you will partner with Centers of Expertise, P&C Business Partners and OpCo leaders to align shared services operations to global strategy and local compliance.

Manage team capacity, workload distribution and performance; conduct regular 1:1s, career conversations and performance reviews.

Serve as escalation point for complex associate issues and ensure timely, empathetic resolution or escalation to Tier 2/COE/legal as needed.

Service delivery & operations

Own day-to-day delivery standards for hire-to-retire transactional HR services across supported countries; Design and maintain standard work, knowledge base, playbooks and best practices to ensure quality, consistency and audit readiness.

Lead daily/weekly management reviews (DMs), root-cause analysis and corrective actions to drive measurable improvements.

Data, analytics & technology

Use data and analytics to monitor performance (e.g., CSAT/NPS, FCR, time-to-resolve, HRIS data quality) and inform continuous improvement.

Champion and operationalize AI-enabled tools, automation, and reporting solutions to improve accuracy, speed and scale of service delivery.

Ensure shared services systems (HRIS, case/ticketing, knowledge management, analytics platforms) are used effectively and governed for data quality and privacy.

Process improvement & projects

Lead or participate in projects to optimize the operating model, reduce cost-to-serve, and improve associate experience.

Compliance & stakeholder management

Ensure adherence to local labor laws, company policy and audit requirements across supported countries; CSAT / Voice of the Customer improvements.

HRIS data accuracy and onboarding completeness.

Reduction in manual effort through automation and process improvements.

Bachelor’s degree in Human Resources, Business, Industrial/Organizational Psychology, or related field (or equivalent experience).

5+ years in HR operations/shared services or HR shared services delivery, with at least 2 years in a people leadership role.

Hands-on experience with HRIS and case/ticketing systems; experience with analytics tools (Excel advanced, Power BI/Tableau) and AI-assisted tools.

Strong working knowledge of labor laws and employment regulations across the Americas, with experience managing compliance across multiple jurisdictions.

Fluent Spanish and English is highly preferred.

Demonstrated experience implementing automation or AI tools in HR operations.

Project management experience.

Excellent stakeholder management, communication and change leadership skills.

Compassionate servant leadership style with coaching and people-development capability.

Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

For this specific role, you may be eligible to participate in an annual bonus plan.

We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. We also offer paid time off up to 15 days, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*

Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law.

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