Director of Human Resources LiveOps
Reporting to the SVP of HR, the Human Resources Director will be responsible for overseeing all aspects of human resources for assigned divisions and perform a variety of tasks in all disciplines of HR, to include staffing, employee relations, compensation, systems development, organization effectiveness and leadership development. Function as a single-point-of-service for their assigned clients.
Primary job duties:
Work with our leadership team of assigned divisions to efficiently and effectively implement all HR processes for client organizations. These processes include workforce planning, Performance Management, Learning and Development, as well as Compensation.
Act as the trusted advisor of client leaders to assist them in carrying out their business and functional plans.
Identify and capitalizes on opportunities to lead change. Facilitate effective change management initiatives into our fast growing and dynamic business.
Develop & conduct team building strategies to improve team performance. Provide consultation to managers on organizational structure, roles & responsibilities and staffing levels.
Ensure continuity in terms of philosophy, company culture and practices which fosters uniform direction and thinking.
Consult with clients to understand training and development needs across their functional groups. Present recommendations as part of organizational training needs assessment.
Assist with retention strategies to mitigate leadership and business risks.
Create innovative programs and solutions to nurture a fun and productive work environment.
In partnership with Staffing Manager, work closely with hiring managers to establish position requirements, necessary skills & competencies for
current & future needs and successful recruitment strategy including sourcing.
Conduct workforce planning and develop staffing plans to address the short and long term needs.
Consult hiring manager on job offers to ensure internal and external equity and competitiveness, including relocation and expatriate assignments where
Consult with managers on all pay-related decisions.
Oversee our annual performance and compensation planning for assigned clients to ensure alignment of total rewards to performance, and that rewards are used as performance levers.
Participate in the design and management of global compensation.
Assist managers with all aspects of the Company performance management process including coaching leaders on effective documentation practices for good and poor performance. Provide constructive feedback and coaching for to enhance the performance review process.
Provide guidance to objectively assess and resolve employee relations issues. Identify root causes as opportunities to improve team effectiveness. Coach Managers to be proactive in employee relations issues.
May serve as a process owner for one or more sub-region HR process (i.e., Performance Management Process, Compensation Planning, Learning and Development, On Boarding Programs and managing special projects related to organizational effectiveness).
Recognize and effectively balance the client group?s interests with the needs of the company.
Desired Skills and Requirements:
Minimum of 10 years recent Human Resources senior business partner experience in the high tech industry, preferably in a SaaS cloud environment.
Demonstrated skills and abilities in coaching, influencing, facilitation, development, and problem solving with a passion to deliver results.
Excellent oral/written communication and listening skills.
Experience in business analysis and compensation a plus.
BA/BS in related field required. Masters degree preferred.
Personal Attributes and Style:
Strong customer service orientation.
Practical approach to HR, knowing when to go big versus light; direct versus indirect.
Strategic mindset but ability and willingness to be hands-on and assume tactical job duties.
Strong work ethic; bias toward action, implementation and speed.
Likes to work hard and have fun as well. Sense of humor required.
Light travel required (domestic)
The LiveOps Story:
We started 10+ years ago, motivated by the ability to use the Internet to intelligently route work to customer service agents anywhere, anytime. We created innovative technology that modernized customer service and paved the way for the next game?changing opportunity. Then?bam! The mobile revolution hit. The social revolution hit. The consumerization of the contact center hit. People were no longer just using mobile devices to be social with their friends and family. Mobile devices enabled them to tweet, chat and post customer service inquiries, complaints and compliments directly to brands publicly.
Customers then started expecting a two?way conversation on social channels. Marketing departments are crazy about these new outbound communication channels and promotional opportunities, but marketing alone doesn?t have the skillset, time or knowledge to provide full customer engagement. The customer service contact center, however, has the skillset, the time, the knowledge, and the technology needed to respond and fully manage these customer relationships. LiveOps has successfully pivoted from being solely a talent service provider to a full?service provider of cloud computing technology and talent to meet this new demand head on.
Enter the LiveOps Engage Technology: Changing customer service forever.
In a world of piecemeal solutions, LiveOps set out to ?answer the call? of modern day customer engagement. We cracked the code for enabling fast, smart communication ? regardless of the incoming channel. Gone are the siloed channels of phone, email, chat, and social media. Gone is the church and state line between marketing and customer service. Finally, the right hand knows what the left hand is doing and everyone in your organization can truly deliver on the ?how can I help?? promise.
With LiveOps Engage, brands have a 24/7, 360?degree ability to connect with consumers faster, better and cost?effectively. Customers and brands finally have a two?way; real?time interaction on the consumer?s channel of choice whether is traditional voice, email, chat, SMS, social or mobile.
How do we do it?
We do this by leveraging our roots in customer service, continuing to lead the industry with our innovative technology, harnessing the benefits of
the cloud, and by following the vision of our President and CEO, Marty Beard, who led a similarly dramatic market shift to enterprise mobility and mobile
commerce at Sybase 365, now part of SAP. LiveOps is transforming customer interactions by leading the convergence of cloud, social and mobile in the
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