HR Manager (Worldwide Remote)

About the Role

HelpGrid is seeking an HR Manager to take full ownership of people operations, organizational effectiveness, and workforce strategy across the company. This is not a traditional HR role focused only on administration or support only.

In this role, you will act as the operational driver of the people function, ensuring that HR systems, processes, and initiatives are structured, measurable, and directly tied to business performance.

This position is best suited for someone who cares about people, understands both strategic HR and operational execution, and who thrives in fast-moving environments where they are expected to build, optimize and advise; not just support.

Key Responsibilities

People Operations Ownership & Execution

• Own and continuously improve core HR processes including onboarding, performance management, team member relations, and offboarding

• Ensure HR operations are structured, scalable, and consistently executed across a distributed workforce

• Identify gaps, inefficiencies, or inconsistencies and drive improvements with clear, measurable outcomes

• Maintain high standards of compliance across global teams, contractor agreements, and internal policies

Systems, Data & Operational Excellence

• Build or redesign HR systems, frameworks, and workflows from the ground up (e.g., performance management, onboarding, org structure)

• Own HRIS strategy, including implementation, optimization, and ongoing effectiveness

• Introduce automation and tools to reduce manual work and improve accuracy and visibility

• Use data to diagnose problems, define success metrics, and drive decisions

• Translate ambiguous problems into structured processes with clear ownership and outcomes

Performance Management & Organizational Effectiveness

• Design and implement performance management systems that drive accountability and measurable results

• Establish clear expectations, evaluation frameworks, and performance standards across teams

• Support and guide managers through performance conversations, including underperformance and compensation decisions

• Build systems to track and improve productivity, accountability, and team effectiveness

Workforce Strategy & Business Partnering

• Partner closely with the CEO and leadership team to align people strategy with business objectives

• Anticipate hiring needs and organizational challenges based on business growth and operational demands

• Provide clear, data-backed recommendations on hiring, retention, and organizational design

• Act as a trusted advisor, confidently challenging assumptions and influencing decisions

Culture, Engagement & People Experience

• Own and define HelpGrid’s culture, ensuring it supports high performance, accountability, and engagement.

• Design and implement programs that improve engagement, retention, and team effectiveness.

• Establish measurable ways to track culture health (e.g., engagement scores, retention trends, performance outcomes).

• Ensure culture is operationalized through systems, behaviors, and leadership accountability, not just initiatives.

• Lead and manage difficult conversations with clarity, fairness, and a strong performance-oriented mindset.

What Success Looks Like

Success in this role will be demonstrated by:

• Clearly defined and consistently executed HR processes across the organization

• Performance management systems that drive accountability and measurable improvement

• Strong, clearly defined culture that is measurable and aligned with business goals

• Clear visibility into workforce metrics, with actionable insights

• Ability to quickly explain people-related challenges, root causes, and solutions

• Improved retention, engagement, and team performance over time

• Scalable HR systems and structures that support company growth

• Concise, clear, and data-backed communication with leadership

What You’ll Bring

Required Qualifications

• Proven experience as an HR Manager or Senior HR Business Partner, ideally within a SaaS company or high-volume operations environment.

• Strong understanding of global HR practices, w