People Operations & Customer Experience Lead

Brulin; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Brulin, based in Indianapolis, seeks a People Operations Manager to lead HR and Customer Experience operations, aligning employee and customer outcomes with business goals. You will partner with leadership and actively manage talent, performance, and training programs while driving continuous improvement across HR and CX processes.

The role emphasizes a strategic partner mindset and hands-on leadership in talent management, employee relations, and service excellence to support Brulin’s growth

Qualifications

• Bachelor’s degree in HR, business admin, organizational leadership, or related field.
• 5+ years progressive HR experience with leadership responsibility.
• Salesforce knowledge is a plus but not required.
• Proficiency in Microsoft Office Suite (Excel, Word, OneNote).

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.

Skills

Outstanding customer service

Leadership

Trusted advisor

Microsoft Office Suite

Salesforce

Education

Bachelor’s degree in HR, Business Admin, Organizational Leadership, or related field

Tools

Salesforce

Microsoft Office Suite

Job description

Brulin, based in Indianapolis, seeks a People Operations Manager to lead HR and Customer Experience operations, aligning employee and customer outcomes with business goals. You will partner with leadership and actively manage talent, performance, and training programs while driving continuous improvement across HR and CX processes.

The role emphasizes a strategic partner mindset and hands-on leadership in talent management, employee relations, and service excellence to support Brulin’s growth