HR Business Partner

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. They are seeking an HR Business Partner to maintain employee engagement, manage performance processes, and ensure compliance with employment laws while supporting the full employee lifecycle.

Responsibilities:

• Maintains a strong, hands-on presence within the Contact Center environment, actively monitoring employee engagement, culture, and overall organizational “pulse” to support a positive and high-performing workplace
• Serves as the primary HR lead for employee relations, including conducting investigations, documenting findings, recommending appropriate resolutions, and ensuring consistent application of company policy and employment law
• Manages performance management processes, including coaching managers on documentation, corrective action, performance improvement plans, and termination recommendations, ensuring fairness, consistency, and compliance
• Partners closely with leaders to provide guidance, coaching, and support on day-to-day employee issues, leadership challenges, and team effectiveness
• Ensures compliance with federal, state, and local employment laws across multiple states, including EEOC guidelines, wage and hour requirements, OSHA standards, workers’ compensation, and other applicable regulations
• Supports the full employee lifecycle in partnership with other HR functions, including onboarding, performance management, employee engagement, and retention initiatives
• Partners with Talent Acquisition and HR Operations as needed, maintaining working knowledge of recruiting and selection processes; may provide support or coverage but does not own day-to-day recruiting responsibilities
• Maintains working knowledge of Leave of Absence processes and benefits administration to effectively guide employees and managers and ensure proper escalation to the appropriate teams
• Acts as a liaison between Golden Customer Care and other Golden entities, including Golden Bolt and Golden Hippo, providing HR support and ensuring consistency in people practices across the organization
• Supports HR programs, initiatives, and projects such as engagement surveys, performance cycles, recognition programs, and organizational development efforts
• Assists with HR reporting, documentation management, HRIS data accuracy, and other administrative HR functions as needed to support business needs
• Provides guidance and support to managers on employee communication, conflict resolution, and team dynamics to strengthen leadership capability and employee experience
• Demonstrates flexibility and adaptability in a fast-paced, high-volume environment, with the ability to prioritize multiple competing demands while maintaining accuracy and urgency
• May take on additional responsibilities as needed to support the HR team, business priorities, and evolving organizational needs

Requirements:

• Maintains a strong, hands-on presence within the Contact Center environment, actively monitoring employee engagement, culture, and overall organizational 'pulse' to support a positive and high-performing workplace
• Serves as the primary HR lead for employee relations, including conducting investigations, documenting findings, recommending appropriate resolutions, and ensuring consistent application of company policy and employment law
• Manages performance management processes, including coaching managers on documentation, corrective action, performance improvement plans, and termination recommendations, ensuring fairness, consistency, and compliance
• Partners closely with leaders to provide guidance, coaching, and support on day-to-day employee issues, leadership challenges, and team effectiveness
• Ensures compliance with federal, state, and local employment laws across multiple states, including EEOC guidelines, wage and hour requirements, OSHA standards, workers' compensation, and other applicable regulations
• Supports the full employee lifecycle in partnership with other HR functions, including onboarding, performance management, employee engagement, and retention initiatives
• Partners with Talent Acquisition and HR Operations as needed, maintaining working knowledge of recruiting and selection processes; may provide support or coverage but does not own day-to-day recruiting responsibilities
• Maintains working knowledge of Leave of Absence processes and benefits administration to effectively guide employees and managers and ensure proper escalation to the appropriate teams
• Acts as a liaison between Golden Customer Care and other Golden entities, including Golden Bolt and Golden Hippo, providing HR support and ensuring consistency in people practices across the organization
• Supports HR programs, initiatives, and projects such as engagement surveys, performance cycles, recognition programs, and organizational development efforts
• Assists with HR reporting, documentation management, HRIS data accuracy, and other administrative HR functions as needed to support business needs
• Provides guidance and support to managers on employee communication, conflict resolution, and team dynamics to strengthen leadership capability and employee experience
• Demonstrates flexibility and adaptability in a fast-paced, high-volume environment, with the ability to prioritize multiple competing demands while maintaining accuracy and urgency
• May take on additional responsibilities as needed to support the HR team, business priorities, and evolving organizational needs
• Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent combination of education and relevant HR experience
• 5+ years of progressive Human Resources experience, preferably in an HR Generalist or HR Business Partner role supporting a high-volume, multi-site, or contact center environment
• Strong working knowledge of HR principles, practices, and employment law, including multi-state compliance (federal, state, and local regulations)
• Proficiency with HRIS systems (e.g., Paycor, UKG, Workday, ADP, or similar platforms), including data entry, reporting, and maintaining data integrity
• Strong computer skills, including Microsoft Office Suite (Excel, Word, Outlook, PowerPoint), with the ability to analyze and present HR data effectively
• SharePoint (preferred)
• Google Suite (preferred)
• Paycor proficiency (preferred)
• Bilingual - English/Spanish (preferred)