Gusto, Inc.3 дня назад
People Partner Lead, CX
Scottsdale
Обязанности
- 01Build trusted partnerships with CX VPs and the CX Leadership Team — understanding org dynamics, surfacing friction early, and driving decisions on talent strategy, workforce planning, and org design — staying accountable for outcomes, not just recommendations
- 02Lead the harder conversations: delivering candor to senior leaders on their own effectiveness, navigating performance decisions on high-profile talent, and partnering through significant org changes end-to-end
- 03Directly empower and develop 2 People Partners (team of 3 total) who deliver coaching at scale and execute People programs across frontline CX teams — setting a high bar, giving direct feedback, and keeping ownership with your team
- 04Synthesize People data — attrition signals, gPulse results, absenteeism trends, ER case patterns — into clear, actionable reads for CXLT before they have to ask
- 05Build lightweight, scalable People processes, operating mechanisms, and repeatable playbooks — reaching for AI when the work is repetitive or data-heavy rather than waiting for a perfect framework before shipping a good one
- 06Support and operationalize core talent programs including performance cycles, calibration discussions, promotion processes, and senior leader enablement
- 07Reinforce high performance standards, accountability, and clarity around expectations, feedback, and growth at the leadership level
- 08Serve as the liaison between CX and Gusto's broader People team (Talent Acquisition, Total Rewards, L&D, People Ops), translating company-wide programs into what they mean for the CX org — and surfacing CX context back to the center
- 09When org changes are decided, own end-to-end execution — transition planning, communication sequencing, Workday updates, leader enablement, and follow-through until nothing is left unresolved
Требования
- 0110+ years of HRBP or People Partner experience, with meaningful time supporting large operational or customer-facing organizations — Customer Experience, contact centers, non-exempt or hourly workforces, or similar
- 02Background at high-growth SaaS companies — ideally founder-led or recently public — supporting CS, CX, or customer-facing orgs preferred
- 03A builder's instinct. You don't wait for the perfect framework before shipping a good one. When you hit a repetitive or data-heavy task, your first move is to ask 'can we build something to handle this?' — and then you go do it
- 04Demonstrated ability to operate at every altitude — a frontline escalation at 9am and an org design conversation at 3pm, with equal confidence in both
- 05Prior people management experience required
- 06Demonstrated ability to develop and coach a team of PPs while maintaining your own senior client relationships — sets a high bar, gives direct feedback, and keeps ownership with the team
- 07A track record of owning programs end-to-end — not just designing them. You've run a performance cycle, a reduction, or a leadership change from kickoff to close, and you know what it takes to get all the way to done
- 08Strong operator mindset. You've executed complex People work end-to-end — not just advised on it. You know what a well-run reorg or high-stakes talent decision looks like from the inside
- 09A strong bias toward action and a high speed of execution. You'd rather move and adjust than wait for the perfect answer — and when you decide to move, you move quickly
- 10Comfortable working with People data — attrition, engagement
Условия
- 01Competitive base pay
- 02Benefits package
- 03Equity (RSUs)
- 04Location options: Denver, San Francisco, New York
- 05AI tools engagement required for all team members