Director, People Operations

About the Role:

Reporting to the SVP of Operations, the Director of People Operations will lead the People Strategy for Upgrade’s operation organization across Arizona and San Francisco. We are looking for an effective hands-on leader with a proven track record of scaling fast, with over 900 team members across a contact center environment.  This role is a strategic partner that drives long term results through cross functional alignment with various operating departments and key stakeholders such as Customer Service, Verifications, Account Servicing, Call Center Technology, etc.. This leader will build and manage multiple HR teams across their functional areas (HR Operations, Employee Relations, and Organizational Development and Learning), while partnering with the Global People Operations teams across North America.

What You’ll Do: 

• Execute a strategic talent development vision in support of Upgrade’s Service Center’s growth strategy and objectives by maintaining a deep understanding of our goals, products, and service offerings
• Build organizational alignment and capability through development and/or maintenance of leader focused initiatives (ie. leadership academy, employee readiness, training and development, engagement, office experience)
• Provide guidance and solutions by partnering with our senior leadership teams to attract, develop and retain top talent
• Apply an analytical and data-driven decision making to every aspect of people operations from recruiting to learning and development and performance management.
• Lead our Employee Relations team to drive world class resolution plans on all employee relations matters, including adherence to policy, grievances, voluntary and involuntary terminations by working collaboratively with business leaders and legal partners
• Evaluate and advise on the impact of changes on employees, HR systems, and operations with our Exec and HRIS teams
• Drive employee development and retention by developing and executing all learning and development initiatives including onboarding, continued education and leadership development
• Stay updated on industry best practices and emerging trends in HR and implement relevant strategies
• Oversee the design and administration of competitive and equitable compensation and benefits programs
• Partner with People team colleagues in Talent Acquisition, Finance and Payroll to drive consistency in the team member lifecycle

What We Look For:

• Broad experience leading with fast pace environments, dealing with ambiguity and used to define, design and implement processes, policies and methodology in constantly changing situations
• Experience working and/or building teams in a contact center environment
• You are a motivational leader with a growth mindset who can set and clearly articulate the team mission and vision across multiple HR functions
• 7+ years of HR leadership experience in an high growth technology forward organization
• A history of building strong relationships and partnerships with key business leaders within customer service focused operations organizations
• Have a proactive approach toward identifying the root cause of a problem and support the senior leadership in finding the right solution
• You have a natural knack for finding innovative solutions by constantly asking questions and taking risks
• Proven ability to design and implement people operations strategies that drive business results.
• Navigates well in a fluid and rapidly changing environment, and one that moves between the strategic and tactical, flexible and adaptable to shift gears quickly; allows for experimentation
• Strong communicator with excellent written and verbal communication skills and strong presentation skills
• A high energy leader with a highly level of curiosity with a growth mindset
• A deep knowledge of legal HR compliance matters
• Ability to adjust rapidly to changing demands and priorities 

What We Offer You: 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Opportunities for professional growth and development  
• Paid parental leave
• Health & wellness initiatives