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 a strong presence within the Contact Center environment, support employee relations, and ensure compliance with employment laws across multiple states.

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)