Manager, People Business Partner

As a People Business Partner Manager, you will use your HR expertise and background in customer service and call center environments to lead strategic alignment between HR initiatives and business goals. You will support a fast-paced, high output environment by providing consultative HR guidance to leadership, managing employee relations, and leading talent & change management, and engagement efforts.

This is a hybrid role working from our NYC office. You will report to the Senior Director, People Business Partner.

You'll Get To…

• Data & Insights:Analyze key metrics from call center and customer service functions to identify workforce trends, turnover patterns, and engagement insights.
• Utilize data to shape workforce strategies, improve retention, and meet business performance goals.
• Strategic Alignment:Partner with senior leaders in customer service and call center functions to align HR strategies with operational goals.
• Proactively assess organizational needs, providing innovative solutions that improve efficiencies and employee satisfaction in high-volume environments.
• Leverage industry best practices to foster continuous improvements and elevate service standards.
• Consultation with Client Groups:Be a trusted advisor to leaders, offering expertise on employee relations, performance management, and talent strategies specific to call centers and customer service departments.
• Provide managers with tools and guidance to navigate turnover, and foster employee well-being and engagement.
• Collaborate with global People Partners to ensure agreement on broader organizational goals while addressing specific regional and functional needs.
• Employee Relations:Support employee relations efforts by coaching managers and employees in high-pressure, customer-facing roles on conflict resolution, employee satisfaction, and leadership best practices.
• Provide tier 2 support for complex employee relations issues, including investigations, performance improvement plans, and disciplinary actions, partnering with the Employee Relations Partner as needed.
• Identify and mitigate potential employee relations risks and trends specific to the call center environment.
• Talent Management:Develop workforce planning strategies tailored to the unique needs of a high-turnover, customer-facing workforce.
• Collaborate with Talent Acquisition to attract talent for the demands of customer service roles.
• Support professional development planning for individuals and teams.
• Change Management:Oversee the smooth implementation of organizational changes, including technology rollouts, process improvements, and structural changes within the customer service teams.
• Prepare employees for transitions by communicating and ensuring comprehensive training and support.
• Employee Engagement:Lead engagement programs through employee surveys and follow-up actions focused on improving morale.
• Work with leadership to foster a culture of engagement and inclusivity, addressing common challenges in customer service roles such as burnout and high turnover.
• Managerial Responsibilities:Lead an HR Business Partner, providing guidance, and career development opportunities.
• Provide high-quality HR support across departments, focusing on enhancing HR's strategic impact across the organization.
• Promote HR team performance by setting clear goals, conducting performance evaluations, and promoting a culture of continuous improvement.

Who We're Looking For

• Bachelor's degree in Human Resources, Business Administration, or a related field (Master's degree preferred).
• 10+ years experience as a Senior HR Business Partner or HR Manager, with experience in customer service and call center environments.
• Demonstrated leadership experience managing HR employees.
• Strong knowledge of employee relations, in handling high-volume ER issues.
• Expertise in coaching managers and employees in stress mitigation, conflict resolution, and employee development.
• Analytical experience applying data to inform decision-making.
• Strategic thinker with experience driving change and improving HR processes.
• HR certification (e.g., SHRM-CP, PHR).

We'd love to hear from you if you're passionate about driving organizational success through strategic HR initiatives and fostering a positive work environment!!

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums 
• Fertility and adoption benefits
• Access to supplemental insurance plans for additional coverage
• Headspace mindfulness a