Senior Employee Relations Business Partner

What's the opportunity? 

We’re looking for a Senior Employee Relations Business Partner (ERBP) to join our People team at Intercom.

This role has a global remit, sitting at the heart of how we support our people and leaders through complex, sensitive, and high-impact situations.  But this is more than a case management role.  You’ll be shaping how the function operates, building the frameworks and systems that scale it across our global BP team.  You’ll act as a trusted advisor and subject matter expert on employee relations, partnering closely with HRBPs, leaders, Legal (including our Senior Employment Counsel), and People Ops to ensure fair, consistent, and legally sound outcomes.

AI is redefining how businesses operate and how people teams can drive impact. We’re looking for an ambitious and curious ERBP who thrives in this kind of environment; someone who thinks big, leans into change, and sees AI as an accelerator for better, faster, smarter work. You’ll bring confidence and ambition to the table. We value people who love to work hard, learn constantly, and consistently deliver great outcomes.

You’ll play a critical role in maintaining a high-performance, high-integrity culture, balancing empathy with sound judgement, and speed with rigour.

What will I be doing? 

Lead complex ER cases end-to-end

• Manage a broad range of employee relations matters including grievances, investigations, disciplinaries, performance concerns, and exits
• Conduct and support fair, thorough, and timely investigations
• Ensure all processes are compliant with local employment law and internal policies

Partner with HRBPs and leaders

• Act as a centre of excellence for ER, supporting HRBPs on complex or high-risk cases
• Coach managers and leaders through sensitive situations with clarity and confidence
• Provide pragmatic, business-aligned recommendations grounded in risk awareness

Enable managers to handle ER confidently

• Build manager capability so people issues are handled early, fairly, and close to the source, reducing reliance on escalation
• Develop practical training and resources grounded in real scenarios: performance, absence, conflict, conduct
• Create scalable self-service tools (guides, templates, decision frameworks) that give managers confidence to act
• Drive a shift from reactive case management toward proactive, early intervention

Drive consistency, best practice, and smarter ways of working

• Standardise ER approaches across regions to ensure fairness and consistency
• Develop and refine ER frameworks, templates, and guidance
• Identify patterns and trends in ER data to surface root causes and drive earlier intervention 
• Identify opportunities to use AI and automation to improve case management, documentation, and pattern detection, reducing manual effort while improving consistency and speed

Mitigate risk and partner with Legal

• Work closely with our Senior Employment Counsel as a key partnership, jointly owning risk assessment, escalation, and resolution on complex matters
• Support on pre-litigation matters and external claims where needed
• Ensure high-quality documentation and audit-ready case