Strategic People Partner Lead

• Act as a strategic advisor to business leaders on organizational design, workforce planning, performance management, talent development, and employee relations • Guide teams through growth, organizational change, and complex people challenges with pragmatic, data-informed HR counsel • Drive high-quality performance conversations, talent reviews, and succession planning in close partnership with managers • Design and build AI-enabled HR tools and workflow automations that cut manual work, speed up decision-making, and improve the employee experience • Partner with capacity planning and operations leaders to optimize staffing models, work schedules, incentive programs, and premium pay schemes, balancing employee experience, operational needs, and cost • Build scalable people operations by standardizing processes, governance, and documentation across the employee lifecycle, including manager playbooks, investigation frameworks, case management, communication guides, and policies • Lead complex employee relations matters, workplace investigations, and organizational risk assessments • Use people analytics and employee insights to spot systemic issues and drive continuous improvement in HR services, leadership practices, and employee experience Qualifications • Proven experience in organizational design, workforce planning, and talent management • Strong track record leading employee relations cases and workplace investigations • Experience partnering with operations teams on staffing models, scheduling, and incentive or pay programs (contact center or operations-heavy environments a plus) • Hands-on experience building HR process improvements, automations, or AI-enabled tools • Comfort using people data and analytics to guide decisions • Excellent judgment, discretion, and ability to influence at all levels of the organization