People Partner (Manager) - Contact Center Operations

at  SimpliSafe

ABOUT SIMPLISAFE

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in the office two to three days per week to work together in person and choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Note that this role will require travel between two office locations in Richmond, VA (approximately 10 miles apart).

The People Partner will report into and work closely with the Sr. Director, Go To Market, People Strategy & Programs in supporting SimpliSafe’s Contact Center Operations and their teams in Richmond and Boston. This is an opportunity to support a team that’s growing across multiple lines of business (Monitoring, Customer Service/Tech, Sales, Customer Retention)!
Serving as a strategic partner on people-related matters, you will assist in designing and executing strategic programs to support key people areas, including: hiring, onboarding and training, retention, and development of talent; organizational design; Global Career Framework; employee engagement; and compensation. In addition, you will provide HR support on key business and People Team initiatives such as: Annual Performance Reviews, Talent Planning, Employee Engagement Survey, DE&I, etc. The People Partner will also assist with complex employee issues, escalations and investigations.
Based in Richmond, VA, this role may also support Contact Center leaders in Boston, MA.

Primary responsibilities include:

• Align on business objectives with business leaders and serve as a strategic partner to leadership on people-related matters.
• Partner with People Team and Monitoring & CX leaders to design, manage, improve, and support key People-related initiatives and programs including compensation, career development, performance management, talent planning, employee relations, change management, training, organizational design, etc.
• Partner with other People functions and internal resources to drive and execute corporate-wide People initiatives and programs including design, implementation and iteration.
• Assess organizational health and effectiveness on a regular basis and identify opportunities to drive improvements and efficiencies.
• Assist in deployment and execution of various People team surveys and employee feedback routines including focus groups and exit interviews.
• Coach managers and provide guidance and support with performance related issues or employee/manager conversations.
• Constructively challenge the status quo for the purpose of improving outcomes or processes.
• Liaise between the People Team, client groups, and other stakeholders, all while representing SimpliSafe values and culture.
• Conduct effective, thorough, and objective employee relations investigations for complex escalations and issues.
• Act as a cultural ambassador, fostering diversity and inclusion.