Senior Human Resources Business Partner

About the Role

We’re building something special.

Our customer service team isn’t just a support function - it’s an important part of our brand, the human connection to our patients, and a critical part of the experience we deliver every day. This team operates in a highly regulated healthcare environment and plays a central role in access and patient trust.

We’re looking for a Senior HRBP to help us build a culture that is thoughtful, consistent, human, and genuinely different from a traditional call center.

This role is for someone who believes that great culture is designed, not left to chance.

You’ll partner directly with the VP of Operations to shape how our teams are structured, how people grow, how managers lead, and how we create an environment where people genuinely enjoy showing up to work.

You’ll also serve as a trusted partner on employee relations, working closely with HR on the fundamentals (onboarding, payroll, compliance) - but your mandate goes beyond that: you are here to build, not just maintain.

 

What You’ll Do

Build a Culture People Talk About

• Design and scale a high-performing, sustainable culture for our customer support teams
• Create an environment that is human, empowered, and deeply patient-centric
• Help us enhance the moments that matter - recognition, rituals, team identity, and pride in the work

Design the Organization

• Define roles, job architectures, and career paths across frontline and management teams
• Bring clarity to “what good looks like” at every level
• Partner with Ops leaders to continuously refine team structure as we scale
• Ensure we hire not just for skill, but for culture contribution

Raise the Bar on Performance

• Build and run performance systems (scorecards, rubrics, promotions)
• Equip managers with better tools to coach, give feedback, and hold high standards

Own Employee Relations (with a Human Touch)

• Act as a trusted advisor on employee relations matters
• Partner closely with HR to ensure consistency, fairness, and compliance
• Navigate tough situations with empathy and sound judgment

Support Training, Quality, and Compliance

• Partner with Operational Excellence team to ensure training programs are effective and scalable
• Reinforce adherence to workflows, documentation standards, and regulatory expectations
• Help ensure frontline teams are set up to succeed in a healthcare environment

Who You Are

• You genuinely like people - not just as a concept, but in practice
• You’re excited to build something meaningful and create a culture people are proud of.
• You’ve worked in People Ops, HRBP, Talent, or Org Design roles and know how messy real organizations are
• You’re as comfortable handling a tough employee conversation as you are designing a new org structure
• You don’t wait for perfect conditions - you build in ambiguity
• You care