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 app subscription
• Global Employee Assistance Program (available January 2025)
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop
• Hack week twice per year!

Cash Compensation Range: $178,500 - $200,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to receive an incentive award as part of their total compensation.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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