People Operations Manager

The People Operations Manager (POM) is responsible for leading and integrating the company’s people and customer service functions. This role combines Human Resources leadership with Customer Experience management, ensuring employee experience, customer experience, and operational processes are aligned with the company’s business objectives.  The POM serves as a strategic partner to leadership while remaining actively engaged in the day-to-day operations of Human Resources and Customer Experience. This position provides leadership in talent management, employee relations, performance management, training and development, benefits, HR processes, customer service operations, service standards, and continuous improvement.

Position Objectives & Primary Responsibilities

• Guide talent acquisition, onboarding, employee development, retention, and succession planning initiatives.
• Oversee employee benefits, leave programs, accommodations, and other employee programs in partnership with appropriate internal and external resources.
• Partner with leaders to identify training and development needs and implement programs that strengthen leadership and employee capabilities.
• Lead and develop the Customer Experience team to strengthen customer relationships, service, and performance.
• Monitor Customer Experience performance, workload, service levels, order accuracy, response times, and other key metrics.
• Develop and improve customer service processes, workflows, procedures, and communication standards.
• Support the resolution of escalated customer concerns and complex service issues.
• Ensure the Customer Experience team has the training, tools, information, and resources necessary to effectively support customers.
• Promote a culture of ownership, responsiveness, professionalism, collaboration, and continuous improvement within Customer Experience.
• Demonstrates awareness and competency relevant to both the Environmental Management System (EMS) and the Quality Management System (QMS), including but not limited to policies, objectives, and compliance obligations related to International Organization for Standardization (ISO) system.

 Position-Specific Skills Required

• Experience providing outstanding customer service while showcasing expertise, fostering trust and growing customer satisfaction.
• Bachelor’s degree in Human Resources, Business Administration, Organizational Leadership, or a related field.
• 5+ years of progressive Human Resources experience, with demonstrated leadership responsibility.
• Salesforce knowledge is a plus but not required.
• Proficiency in Microsoft Suite applications (Excel, Word, OneNote, etc.).
• Proven trusted advisor and business partner to company leadership.   
• Strong judgment and ability to navigate complex employee and customer situations