Senior People Business Partner

What You'll Do:

• Serve as a Senior People Business Partner supporting leaders across CX and Post-Sales, building strong relationships and providing guidance on people-related matters. Collaborate with PBPs cross-functionally to maintain alignment and consistency.
• Act as the primary escalation point and trusted advisor on all People-related matters across CX and Post-Sales, using sound judgment to assess when to involve the Sr Director of PBPs or other cross-functional partners.
• Lead initiatives in organizational design, change management, leadership coaching, and performance culture, ensuring CX and post-sales teams are structured and empowered for growth.
• Partner with Finance, Talent Acquisition, Total Rewards and People Ops to align on headcount strategy, workforce planning, and organizational scalability.
• Drive manager and leadership effectiveness by providing coaching, frameworks, and practical guidance to build strong, accountable teams.
• Support the execution of People programs — including performance cycles, compensation planning, promotions, and talent reviews — within your assigned groups.
• Identify and surface trends across CX and Post-Sales — including engagement, turnover, performance, development, and customer-impacting patterns — to inform People decisions and leadership visibility.
• Collaborate with other PBPs to ensure alignment, consistency, and shared learning across functions.
• Mentor and coach PBPs supporting GRO, helping to strengthen their business acumen, judgment, and partnership capabilities; while this role has no direct reports, it plays a key role in developing and elevating the broader PBP team.
• Own key CX People dashboards and metrics, ensuring data accuracy and visibility; proactively identify ways to keep the Sr Director of PBPs informed and maintain a pulse on organizational health and sentiment.
• Build strong cross-functional relationships with Total Rewards, Talent Acquisition, People Ops, and other partners to ensure People programs and processes are effectively implemented and aligned to business needs.
• Any other tasks that may be assigned to help the company meet its goals

What You'll Bring:

• 5–7+ years of progressive HR/People Business Partner experience, ideally supporting Customer Experience, Support, SaaS Post-Sales, or Go-To-Market teams in high-growth environments.
• Deep expertise in executive partnership, organizational design, and change management.
• Exceptional business acumen; you understand pipeline, forecasting, and customer journeys and can speak the language of revenue leaders.
• Ability to operate independently with senior executives, exercise strong judgment, and discern when to escalate or seek alignment.
• Strong influencing and communication skills, with the ability to build trust across all levels of the organization.
• A data-driven mindset and comfort navigating ambiguity to create clarity and direction.
• Proven success in managing multiple priorities and leading through change in fast-paced, scaling organizations.
• Strong strategic thinking, with a proven successful track record of designing, developing, and aligning People initiatives with business objectives to support operations and international expansion.
• High degree of proficiency with GSuite, Slack, and Zoom applications or other similar collaboration tools is a must.
• Emotional intelligence and a collaborative mindset, with a focus on finding scalable solutions, driving positive outcomes, and doing what is best for the business.
• Commitment to upholding exceptional ethical principles and integrity in all HR practices.
• Comfortable with change, ambiguity, and risk and can comfortably adapt and respond to the changing demands of a fast-paced high-growth environment.
• Ability to prioritize workload and self-manage multiple programs, balance speed and quality of work, and meet ambitious deadlines.
• Ability to turn obstacles into challenges and to motivate to keep morale and productivity high.
• Sense of ownership and pride in your performance and its impact on the Company’s success.