People Partner Lead, CX

Responsibilities

• Build trusted partnerships with CX VPs and Leadership Team on talent strategy, workforce planning, and org design; stay accountable for outcomes.
• Lead difficult conversations on leader effectiveness, performance decisions, and significant org changes end-to-end.
• Directly manage, empower, and develop 2 People Partners (total team of 3); set high bar, provide feedback, and maintain ownership.
• Synthesize People data (attrition, engagement, absenteeism, ER trends) into actionable insights for leadership.
• Build lightweight, scalable People processes, mechanisms, and playbooks; leverage AI for repetitive or data-heavy tasks.
• Support and operationalize talent programs including performance cycles, calibrations, promotions, and leader enablement.
• Reinforce high performance standards, accountability, feedback, and growth at leadership level.
• Act as liaison between CX and central People teams (TA, Total Rewards, L&D, People Ops); translate programs and surface context.
• Own end-to-end execution of org changes: transition planning, communications, Workday updates, and follow-through.

Requirements

• 10+ years of HRBP or People Partner experience supporting large operational or customer-facing organizations (CX, contact centers, non-exempt/hourly workforces).
• Builder mindset: ships lightweight, scalable processes and playbooks quickly; uses AI for repetitive/data-heavy work.
• Ability to operate at all levels: from frontline escalations to org design; earns credibility through execution.
• Prior people management experience: developing/coaching People Partners while handling senior client relationships.
• Track record owning programs end-to-end (performance cycles, reductions, leadership changes).
• Strong operator mindset with bias toward action, high execution speed, and comfort in ambiguity.
• Experience working with People data and translating into clear stories for leaders.
• Sound judgment balancing client needs with company-wide consistency; builds COE relationships.
• AI-forward: actively uses AI tools to improve work, gain insights, and reduce admin drag.

Nice-to-Haves

• Background at high-growth SaaS companies (founder-led or recently public) supporting CS, CX, or customer-facing orgs.
• Experience with Workday.