Senior Human Resources Business Partner

K Health•New York, NY

21h•$155,000 - $170,000

About The Position

We’re building something special. Our customer service team isn’t just a support function - it’s an important part of our brand, the human connection to our patients, and a critical part of the experience we deliver every day. This team operates in a highly regulated healthcare environment and plays a central role in access and patient trust. We’re looking for a Senior HRBP to help us build a culture that is thoughtful, consistent, human, and genuinely different from a traditional call center. This role is for someone who believes that great culture is designed, not left to chance. You’ll partner directly with the VP of Operations to shape how our teams are structured, how people grow, how managers lead, and how we create an environment where people genuinely enjoy showing up to work. You’ll also serve as a trusted partner on employee relations, working closely with HR on the fundamentals (onboarding, payroll, compliance) - but your mandate goes beyond that: you are here to build, not just maintain.

Requirements

You genuinely like people - not just as a concept, but in practice
You’re excited to build something meaningful and create a culture people are proud of.
You’ve worked in People Ops, HRBP, Talent, or Org Design roles and know how messy real organizations are
You’re as comfortable handling a tough employee conversation as you are designing a new org structure
You don’t wait for perfect conditions - you build in ambiguity
You care about details, but never lose sight of the bigger picture
You believe culture and performance are not tradeoffs - they reinforce each other
8–12 years in People Operations, HRBP, Talent, or similar roles
Experience supporting frontline, customer service, or clinical support teams

Nice To Haves

Experience managing recruiters or HR team members is a plus, not required
Experience in healthcare or tech-enabled services is a plus, not required

Responsibilities

Build a Culture People Talk About
Design and scale a high-performing, sustainable culture for our customer support teams
Create an environment that is human, empowered, and deeply patient-centric
Help us enhance the moments that matter - recognition, rituals, team identity, and pride in the work
Design the Organization
Define roles, job architectures, and career paths across frontline and management teams
Bring clarity to “what good looks like” at every level
Partner with Ops leaders to continuously refine team structure as we scale
Ensure we hire not just for skill, but for culture contribution
Raise the Bar on Performance
Build and run performance systems (scorecards, rubrics, promotions)
Equip managers with better tools to coach, give feedback, and hold high standards
Own Employee Relations (with a Human Touch)
Act as a trusted advisor on employee relations matters
Partner closely with HR to ensure consistency, fairness, and compliance
Navigate tough situations with empathy and sound judgment
Support Training, Quality, and Compliance
Partner with Operational Excellence team to ensure training programs are effective and scalable
Reinforce adherence to workflows, documentation standards, and regulatory expectations
Help ensure frontline teams are set up to succeed in a healthcare environment