Apply on Kit Job: kitjob.ca/job/2g987s

Edelman is a voice synonymous with trust, reimagining a future where the currency of communication is action. Our culture thrives on three promises: boldness is possibility, empathy is progress, and curiosity is momentum.

At Edelman, we understand diversity, equity, inclusion and belonging (DEIB) transform our colleagues, our company, our clients, and our communities. We are in relentless pursuit of an equitable and inspiring workplace that is respectful of all, reflects and represents the world in which we live, and fosters trust, collaboration and belonging.

Role Summary The People Operations Leader, U.S. and Canada is responsible for leading and evolving all core People Operations functions across both regions, supporting approximately 2,500 employees. This role ensures operational excellence, strong governance, data integrity, scalable service delivery strategy, and a seamless employee experience across the full employee lifecycle.

The Leader partners closely with the Regional Chief People Officers, People Business Partners, Global People Operations Leadership, People Technology, People Analytics, Program Delivery, IT, and other Centers of Excellence to deliver regionally standardized, scalable, responsive and compliant processes.

Balancing operational rigor with digital enablement and AI adoption, this role ensures People Operations serves as a strategic enabler of business performance while maintaining a human‑centered service model.

People Support & Service Delivery

Lead the U.S. and Canada People Operations team to drive our service delivery model and people experience goals, especially for our Level 1 and Level 2 inquiries

Responsible for case management strategy, processes, SLAs, and service standards including maintain standard operation procedures and alignment with global policies and practices

Oversee daily inquiry management through ServiceNow ensuring consistent and timely resolution

Ensure consistent, high‑quality employee and manager support

Monitor key performance indicators, service metrics, and employee feedback to drive continuous improvement





Employee Lifecycle Management

Oversee end‑to‑end onboarding, employee changes and offboarding processes across U.S. and Canada

Ensure process alignment across stakeholders including, but not limited to, People Business Partners, Talent Acquisition, IT, Payroll, and Global People Operations

Maintain compliant, consistent documentation and workflows

Continuously improve employee lifecycle touchpoints to enhance employee experience

AI, Automation & Digital Enablement

Identify opportunities to improve efficiency through AI and automation tools.

Partner with Global People Technology to pilot and implement AI‑driven solutions

Drive adoption of digital tools to reduce manual workload and enhance employee experience.

Train the team in current technologies and embed digital‑first ways of working.

Balance automation with human‑centered service delivery.

People Data & Reporting

Partner with Global People Analytics to provide regular insights and ad‑hoc reporting needed for the team and for the region

Ensure compliance with local regulations and data privacy requirements

Leadership Responsibilities

Lead, coach and develop the U.S. and Canada People Operations team

Drive direction for service delivery, standardization, simplification, operational maturity and continuous improvement

Provide direction, coaching, performance management and capability development

Ensure operational alignment with global standards while addressing regional needs

Partner closely with Centers of Excellence and People Business Partners to ensure seamless execution of projects or across the employee lifecycle

People Systems, Workday & Data Governance





Serve as regional lead for Workday and ServiceNow operational excellence

Partner with Global People Technology and IT on system enhancements, testing, user experience improvements and optimization

Ensure solid Workday data entry governance and audit readiness

Support Workday implementations, enhancements, module expansions and change initiatives

Ensure timely and accurate processing of employee transactions

Develop and maintain SOPs, training materials, and change management plans

Champion adoption of People Technology to improve employee and manager experience

Basic Qualifications

Bachelor's degree in Human Resources Operations, Business Administration or a related discipline or equivalent experience

10+ years of progressive experience in Human Resources, People Operations, or HR Shared Services, with at least 5 years in a global/shared services environment.

Experience leading People Operations or HR service delivery teams

Direct experience supporting a workforce of 2,000+ employees

Hands‑on experience with Workday implementations (HCM and related modules)

Daily operational experience using Workday and ServiceNow in a People Operations workplace

Preferred Qualifications

HR certification (PHR/SPHR or equivalent)

Experience in a professional services or matrixed organization

Strong analytical capability and data‑driven decision‑making

Demonstrated experience improving service delivery metrics and operational KPIs

Deep understanding of HR compliance requirements in the U.S. and Canada

Experience with service center technologies and case management platforms

Experience leading global projects related to HR Operations, technology enablement, or process transformation

We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t perfectly align with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

#J-18808-Ljbffr

Apply on Kit Job: kitjob.ca/job/2g987s

📌 People Operations Leader, U.S. and Canada (Toronto)
🏢 Edelman
📍 Toronto