Head of Human Resources (Operations)

The Operations team is the core engine of the company, responsible for delivering day-to-day execution across functions such as Customer Care, logistics, Ambassadors, among others. It is typically a high-volume, fast-paced environment where efficiency, scalability, and service quality are critical.

The HR function supporting Operations plays a key role in ensuring the right talent, structure, and processes are in place to sustain growth, optimize performance, and maintain a strong employee experience at scale.

Challenges that await you:

• Managing HR at scale in a high-volume, fast-changing operational environment.
• Acting as the strategic HR partner for the Operations organization, aligning people strategy with business goals.
• Leading all HR efforts for Operations, including workforce planning, hiring strategy, onboarding, performance management, engagement, and retention.
• Collaborating with HR Ops, Talent Acquisition, and other HR functions to ensure seamless execution of processes at scale.
• Balancing business demands (speed, efficiency, cost) with employee experience and engagement.
• Reducing attrition and improving retention in operational roles.
• Building structure and consistency in environments that may be evolving or partially unstructured.
• Supporting rapid hiring needs while maintaining quality of talent.
• Driving performance and accountability across large teams with diverse profiles.
• Navigating labor complexity, including shifts, schedules, and operational constraints.
• Influencing business leaders and driving people decisions in a highly execution-focused environment.

What makes you a great fit:

• 7+ years of experience in HR, with strong exposure to Operations, Customer Support, or high-volume environments.
• Proven experience as an HR Business Partner or HR Lead supporting large Operations teams.
• Strong understanding of workforce planning, performance management, and employee relations in operational settings.
• Experience managing large populations (e.g., Customer Support).
• Ability to combine strategic thinking with hands-on execution.
• Strong data-driven mindset, with experience using metrics to drive decisions.
• Solid knowledge of labor law and HR compliance.
• Excellent stakeholder management and ability to influence senior leaders.
• High adaptability and comfort working in fast-paced, high-growth environments.
• Fluent English and Spanish is required.