Manager or Director, Talent Management

You will partner cross-functionally across the organization to cultivate a high-performance, inclusive culture that supports long-term business growth. You will also lead two experienced Talent Development professionals. Year one is focused by design: performance management, engagement and culture, and the roadmap for what comes next.

We are open to hiring this role at either the Manager or Director level based on the selected candidate's experience, leadership scope, and organizational impact. Both levels share the same core responsibilities, with placement reflecting the candidate's demonstrated ability to lead initiatives and drive organizational outcomes. This is a full-time, salaried position reporting to the Chief People Officer

This Year, FY27, You Will

 

• Develop and execute an integrated talent management and development strategy aligned with organizational goals and values
• Own the performance management cycle end to end in Lattice — goal setting, check-ins, review cycles, and calibration — and make it a process managers use rather than a process they complete
• Own engagement and culture. Design and run how we listen, turn the results into action plans that sit with the leaders who can act on them, and follow through until something changes
• Keep the existing learning stack running — Litmos, Articulate/Rise — and administer training where it is needed today, while assessing what we should consolidate
• Partner with the Chief People Officer on talent gap and capacity planning, bringing data that shows where the organization is thin before it becomes a vacancy
• Collaborate with leaders to assess organizational capability needs and implement programs that build critical skills and leadership pipelines
• Own our manager guides from your first day. The step-by-step guides managers use to coach, document, and correct performance will be written before you start. Measuring whether managers use them, where they get stuck, and whether they are producing better outcomes is yours — and so is revising them when the evidence says they are not working
• Lead, coach, and develop two Talent Development professionals

Role Progression

 

• Within 1 month, you'll: Know the talent team and will have partnered with the CPO to create the FY27 team objectives. Have met the leaders whose groups are undergoing change and planned how best to support them.
• Within 3 months, you'll: Have the FY27 performance cycle designed and scheduled, have a measurement approach in place for the manager guides, and have an agreed approach to engagement with the Chief People Officer.
• Within 6 months, you'll: Have the performance cycle running, have a first engagement read with action plans owned by named leaders, and have an FY28 talent roadmap that leadership can fund.

Required qualifications:

• Legally authorized to work in the United States
• 21+ years or older

Preferred qualifications:

• 1+ year of experience in the customer service industry
• At least high school diploma or equivalent or higher
• Valid driver's license
• Available to work: overtime
• Available to work: weekdays
• Available to work: on call
• Able to work from home