Senior People Ops Business Partner

Remote /
Operations /
Help Scout is a remote first company, with 105 employees working from 80+ cities all over the world to build helpful, human customer service tools. Our mission is to grow our world class team full of diverse, talented people that are united by an enthusiasm for great products and being helpful to others.  We’re also a Certified B Corporation!

As a People Ops Business Partner, you’ll support leadership, managers, and contributors at Help Scout in pursuit of their best work. In practice, this means partnering with managers to build high-performing teams, while also contributing to strategic initiatives that undergird our culture and values. You’ll also partner with the larger People Operations and Finance teams to work on programs like employee development strategies, compensation planning, and culture initiatives.

About the role

    • You’ll partner with managers and leadership to develop the people strategies needed to drive their business goals forward. This includes developing programs that focus on retention, engagement, recognition, and performance management. 
    • You’ll be a coach to managers, helping them through difficult conversations, performance concerns, terminations, headcount planning, and career development discussions with their direct reports. You will approach all of these discussions through a lens of diversity, equity, and inclusion.
    • You will learn about our current process for performance management and take it to the next level. This will include updating how we approach self assessments, 360 reviews, individual goal setting, and performance improvement plans. As part of this work, you will play a key role in rolling out career ladders throughout the organization.
    • You’ll collect, analyze, and identify trends in qualitative and quantitative people-related data (including engagement surveys, off-boarding and on-boarding surveys, pulse surveys, etc.) to monitor and improve organizational health, and recommend new initiatives.
    • You will develop custom team learning and development programs, as well as deploy existing training focused on culture, company best practices, and career progression.

About you

    • You have outstanding communication skills and you know how to adapt in a variety of situations and with different audiences. You can handle difficult situations/conversations with poise and professionalism and with empathy. 
    • You’re excited when you see companies prioritizing DEI initiatives. You know that D&I work is an ongoing, evolving process and feel passionately about infusing D&I into people processes. 
    • You are tech savvy and have demonstrated analytical and problem solving skills, with the ability to analyze data, understand trends and develop recommendations for action. You are comfortable with formulas and functions in Excel / Google Sheets.
    • You have broad experience in managing a variety of employee relations situations in the US and around the world. You have experience coaching first-time managers as well as more senior leaders (and you love doing it!). 
    • You have basic knowledge of US employment laws such as COBRA, ADA, FMLA and other federal and state laws. You stay up to date through social media, trainings, conferences, or ongoing education. It’s icing on the cake if you have experience with(or a desire to learn about) international employment law.
    • You believe remote teams are the future of work. It’s a bonus if you have experience working with remote teams and have some idea of what policies and training help them succeed most.
    • To ensure sufficient overlap with your teammates, we're looking for candidates that live in UTC-5(East coast US) and UTC-7(as far as San Fransisco) time zones.

Who you'll work with

    • Julie Menge is our HR Ops Lead and you’ll collaborate with her on everything from compensation, leveling, and compliance. But don’t get her started on Disney+.
    • Leah Knobler is our Director of Talent Acquisition. She is passionate about recruiting like a human and crafting a delightful candidate experience from start to finish. She's also always happy to talk about Beyoncé.
    • Help Scout Coaches- You’ll be in lockstep with the coaches you’re partnered with, gaining deep knowledge of specific values and goals that will inform how you hire and support their teams so they can make the greatest impact on the business.
Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.

Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.

Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.

401k with 1% match- via Betterment for Business (currently US only)

Personal Development stipend - Up to $1,800 per year to improve your craft

Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere.

Complete transparency - Everyone has full access to business metrics and financial information about the company.

About Us
Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries.

Why Help Scout?
We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.

We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.

We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.

We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.

Our commitment to you
We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.