Justina San Martin
People Operations Leader
Montreal,QC
Summary
People operations leader with solid track record of optimizing HR functions, shaping scalable frameworks and improving employee experience. Passionate problem-solver, comfortable connecting the dots between agile technology, complex processes, and business strategy while emphasizing user experience. Authentic rapport-builder who can catalyze multi-disciplinary contributions towards viable, desirable, and feasible outcomes and increase business effectiveness and team motivation.
Overview
18
18
years of professional experience
Work History
Senior Manager People Operations
Flipp
07.2023 - Current
- Built the People Operations function from the ground up, leading a multidisciplinary team across People Services & Payroll, Total Rewards, People Technology, People Strategy & Operations, and People Enablement; defining our roles, staffing, rituals and remote first ways of working.
- Spearheaded the successful implementation of a new HRIS and integration of our whole People technology stack landscape, reducing overall cost and optimizing data consistency across multiple platforms for improved service and better analytics, automating manual tasks, and improving data integrity by over 90%, saving hundreds of hours annually.
- Led the redesign of 30+ key HR processes and services, leveraging service design and process optimization methodologies to improve governance, workflows, and reduce HRBP manual efforts; as well as increase our cross-functional partnerships with Finance, IT, Legal and Leadership.
- Re-architected the company's job framework, reducing the number of roles by over 200 and creating transparent job families, career tracks, and job descriptions—enabling more effective performance and career conversations.
- Designed and rolled out a new compensation framework aligned with the updated job architecture, introducing consistent salary bands and fair, scalable compensation planning cycles.
- Launched a centralized People & Culture knowledge base, significantly reducing inbound HR support requests through improved self-service and access to policies and guides.
- Introduced a strategic roadmap planning and initiative-tracking framework for the People function, increasing visibility, collaboration, and execution across the HR organization.
- Applied methodologies such as service design, design thinking, and agile program management to drive sustainable transformation and capability building within the HR function.
Talent Operations Lead
Shopify
07.2021 - 06.2023
- Led the creation of a Talent Operations team to support the delivery of Talent programs. Designed the team's service offering and strategy, including a roadmap and an up-skilling plan to adapt to the organization's changes and needs.
- Coordinated, supported and collaborated in the end-to-end lifecycle deployment of key Talent programs, including:
- Talent Support organization redesign: transformed the delivery of support services to employees via quantitative and qualitative research & ideation for a new organizational structure, customer journey mapping to define better customer satisfaction metrics, process re-design and service optimization, enablement and transition to Business As Usual.
- Self-Serve optimization: designed the foundational framework to assess and prioritize the current state of talent processes and find opportunities for automation and self-service. Conducted research and fit/gap analysis to define concise requirements, coordinated the execution of current state assessment through process documentation, consolidated data collection & insights, planned optimization cycles for continuous improvement of processes.
- New Total Rewards Program: created a catalog of key Talent processes impacted by the new program and facilitated process improvement sessions across the organization. Led the coordination of enablement activities, including training and operationalization.
Business & Integration Architecture Associate Manager, then Manager
Accenture
09.2017 - 06.2021
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation on processes, systems and programs.
- Guided clients from multiple industries through multi-year digital transformation programs, by analyzing their strategic priorities and building technology implementation and operational optimization roadmaps.
- Managed teams of up to 10 people in charge of assessing current technology/tools landscape, gathering operational data, redesigning business processes, implementing technology platforms, and executing enablement across multiple organizations.
- Educated technical and non-technical stakeholders on process and systems best practices, tooling capabilities, program operationalization and change management, by facilitating workshops, trainings and sessions for all kinds of audiences (including executives).
- Managed resource assignments, capacity planning and team development throughout 5+ projects.
Senior Consultant
Deloitte
07.2016 - 08.2017
- Designed high-quality solutions for clients through comprehensive research and analysis of industry trends for HR processes and systems.
- Delivered business process redesign and end-to-end implementation of HR technology platforms (SuccessFactors, Workday) for multiple global clients.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
Consultant
Group IN-RGY Consulting
02.2014 - 02.2016
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed a 6-person team in charge of revamping the entire HR solutions landscape (hire to retire) for a 2000+ organization. Responsible for project planning, execution and management.
- Developed the internal practice by crafting our assets and toolkit, creating our internal knowledge management repository, team training/skills tracking, and team rituals.
Skills
- Strategic planning
- Operations and program management
- Cross-functional team leadership
- HR advisory
- Human centric problem solving
- Systems thinking
- Process improvement
- HR Technology
- People coaching and development
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Professional Working
Education
Human-Centered Service Design Certificate -
IDEO University
07.2025
User Experience Design Certificate - undefined
Juno College of Technology
12.2022
Foundations in Design Thinking Certificate - undefined
IDEO University
12.2022
Project Management Certificate -
Universidad De Belgrano
12.2013
Social Anthropology Bachelor's Degree - undefined
Universidad de Buenos Aires
12.2013
Film/Cinema/Video Studies Bachelor's Degree - undefined
Universidad del Cine
12.2010
Timeline
Senior Manager People Operations
Flipp
07.2023 - Current
Talent Operations Lead
Shopify
07.2021 - 06.2023
Business & Integration Architecture Associate Manager, then Manager
Accenture
09.2017 - 06.2021
Senior Consultant
Deloitte
07.2016 - 08.2017
Consultant
Group IN-RGY Consulting
02.2014 - 02.2016
User Experience Design Certificate - undefined
Juno College of Technology
Foundations in Design Thinking Certificate - undefined
IDEO University
Social Anthropology Bachelor's Degree - undefined
Universidad de Buenos Aires
Film/Cinema/Video Studies Bachelor's Degree - undefined
Universidad del Cine
Human-Centered Service Design Certificate -
IDEO University
Project Management Certificate -
Universidad De Belgrano
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