Senior People Partner Lead — CX & Org Design

The Wrap; Scottsdale (AZ); Hybrid; USD 158,000 - 229,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive compensation

Job summary

Gusto is seeking a senior People Business Partner to support the Customer Experience organization. This role partners with CX leadership to design org structure, workforce strategy, and high-stakes talent conversations while empowering two People Partners who handle coaching at scale.

You will articulate people data insights, lead impactful talent programs, and collaborate across the CX and COE teams to drive a high-performance culture.

Qualifications

• 10+ years of HRBP or People Partner experience in large operational or customer-facing orgs.
• Experience supporting CX, contact centers, or customer-facing teams; SaaS background preferred.
• Proven ability to coach and develop a team while maintaining senior client relationships.
• End-to-end program ownership: performance cycles, leadership changes, or reductions.
• Strong ability to translate data into actionable insights for senior leaders.

Responsibilities

• Partner with CX leadership to drive talent strategy, workforce planning, and org design.
• Deliver candid feedback to senior leaders on effectiveness and talent decisions.
• Empower and coach two People Partners delivering coaching at scale.
• Turn attrition, engagement, and ER trends into clear reads for CX leadership.
• Build scalable People processes and leverage AI for repetitive tasks.
• Operate core talent programs including performance cycles and calibrations.
• Set high performance standards and ensure accountability at the leadership level.
• Translate company-wide programs for the CX org and surface CX context to COE.
• Execute end-to-end org changes: planning, comms, Workday updates, enablement.

Skills

HRBP experience

People management

Organizational design

Workforce strategy

Talent conversations

Program ownership

AI-forward mindset

Data-driven

Change management

CX leadership collaboration

Job description

Gusto is seeking a senior People Business Partner to support the Customer Experience organization. This role partners with CX leadership to design org structure, workforce strategy, and high-stakes talent conversations while empowering two People Partners who handle coaching at scale.

You will articulate people data insights, lead impactful talent programs, and collaborate across the CX and COE teams to drive a high-performance culture.