Lead People Partner - Agent Operations
About the Role
You will partner closely with operational leaders in agent and field operations to design and implement people strategies that enable high performance. You will advise on organizational design, talent strategies, and team structures; use people analytics to forecast workforce needs and measure initiative impact; develop leadership competencies and implement targeted learning programs; support career pathing and engagement initiatives; lead change management efforts; and track metrics such as retention, engagement, and team performance to drive continuous improvement.
Requirements
- 8-10 years progressive HR experience
- Experience in HR consulting or Operational HRBP roles
- Proven ability to navigate complex organizational structures and influence leadership
- Exceptional relationship-building and stakeholder management skills
- Fluent in English and French
Responsibilities
- Build trusted relationships with leaders in Agent Operations and act as primary advisor on organizational design, talent strategies, and team dynamics
- Design and execute people strategies that enable field teams to scale and deliver exceptional outcomes
- Use people analytics to anticipate workforce needs, inform workforce planning, and measure initiative effectiveness
- Define and develop leadership competencies tailored to operational environments
- Partner with Learning and Development to implement leadership and development programs for field roles
- Support career pathing and ensure clear growth opportunities for agent operations staff
- Design and run engagement initiatives and feedback-driven environments for field teams
- Lead change management initiatives to ensure alignment with organizational goals
- Collaborate with People Operations to manage resource allocations and operational readiness
- Track and report key metrics such as retention, engagement, and performance and use insights to guide strategy
Benefits
- Annual travel to operating countries covered by the company
- Yearly stipend of $800 to meet with coworkers near your home location
- Generous equity