About the Role:

We are looking for an experienced and business-focused HR Business Partner (HRBP) to partner closely with our Customer Experience (CX) organization. This role will serve as a strategic people partner to CX leaders and teams, driving talent, performance, engagement, workforce planning, and organizational effectiveness initiatives.

The ideal candidate should have significant experience supporting large-scale Customer Experience, Customer Support, Customer Success, Contact Center, Customer Operations, or Customer Relations functions within fast-paced, high-growth organizations. They should understand the unique challenges of frontline and customer-facing teams and be able to translate business priorities into impactful people strategies.

Key Responsibilities:

1. Strategic Business Partnering:

- Act as a trusted advisor to CX leadership on people strategy, organization design, workforce planning, and team effectiveness.

- Partner with business leaders to align talent initiatives with business goals and customer-centric outcomes.

- Drive organizational effectiveness and change management initiatives across CX teams.

2. Talent Management & Development:

- Lead performance management, succession planning, and talent review processes.

- Identify capability gaps and partner with Learning & Development teams to build targeted development programs.

- Support career progression frameworks and leadership development initiatives within the CX organization.

3. Employee Engagement & Culture:

- Drive employee engagement initiatives and action plans based on feedback and business needs.

- Foster a high-performance, customer-centric culture across teams.

- Act as a key point of contact for employee relations matters, conflict resolution, and workplace concerns.

4. Workforce Planning & Analytics:

- Partner with business leaders to forecast workforce requirements and support capacity planning.

- Analyze people metrics such as attrition, productivity, absenteeism, engagement, and performance trends.

- Use data-driven insights to recommend and implement people interventions.

5. HR Operations & Compliance:

- Ensure consistent execution of HR policies, processes, and compliance requirements.

- Support employee lifecycle processes including onboarding, promotions, transfers, and exits.

- Collaborate with COEs and HR Operations teams to deliver seamless employee experiences.

Desired Profile:

- 4-8 years of HRBP experience, with significant exposure supporting Customer Experience (CX), Customer Support, Customer Success, Customer Operations, Contact Center, or Customer Relations functions.

- Strong understanding of people challenges in large-scale customer-facing environments.

- Experience partnering with senior business leaders and influencing decision-making.

- Strong analytical skills with the ability to interpret people data and drive actionable insights.

- Proven experience in employee relations, engagement, talent management, and organizational development.

- Ability to thrive in a fast-paced, high-growth environment.

- Excellent stakeholder management, communication, and problem-solving skills.

Preferred Background:

- Experience supporting customer-facing teams in Consumer Tech, E-commerce, Quick Commerce organizations.

- Exposure to high-volume operations and large employee populations is preferred.

- MBA/PGDM in Human Resources or a related field preferred.

What Success Looks Like:

- Strong partnership with CX leadership.

- Improved employee engagement and retention.

- Effective talent and succession planning.

- Data-driven people decisions supporting business growth.

- A high-performing and customer-centric workforce.