Sr People Success Partner

Why this role exists

Your job comes down to three numbers: keep people engaged so they grow and stay, and the account grows with them.

As our most senior PSP, you're the top escalation point for complex cases, a strategic advisor to your accounts, and the lead for the HRBP/PSP practice in your vertical. You also protect the advisory hour — holding the line between PSP work and work that belongs to BoothOS, UKG, or the client.

The 4 Notes of engagement — the framework behind everything you do

Progress — Am I growing? Career mapping, stay interviews, and learning keep growth visible.

Control — Do I have agency? Clear expectations, coached through the manager 1:1.

Connectedness — Do I belong? Check-ins, feedback loops, and spotting the team that's quietly drifting.

Higher purpose — Does this matter? Work tied to Booth's values and real client impact.

What you'll do

1. Own onboarding and the first 90 days

• Facilitate your assigned New Employee Orientation (NEO) sessions to a high standard of delivery.

• Run 10/30/60/90-day check-ins on time, log them in the regularization tracker, and close the hiring-manager feedback loop within 5 business days.

• Confirm day-30 role clarity, flag hires at risk, and lead the conversations behind each regularization decision.

2. Prevent attrition before it becomes a resignation

• Run a monthly attrition-risk review for every assigned account and document a prevention action for each risk.

• Deliver a written attrition read to each account by Day 5 every month, plus the talent and org review at the QBR.

• Hold a stay interview with every regularized employee each quarter — what keeps them, and what would make them leave.

• Flag People Pulse risks within 5 business days and attach an owner to every named action.

3. Build manager capability and engagement

• Coach client and Booth managers through the 1:1s and hard conversations where roughly 70% of engagement is decided.

• Keep growth visible through career mapping, development plans, and learning.

• Spot drifting teams early and act through check-ins, feedback loops, and belonging initiatives.

4. Lead employee relations as the senior escalation point

• Handle the team's most complex and sensitive cases: fact-finding, incident reports, coaching plans, PIPs, and disciplinary documentation.

• Close non-terminal cases within 10 days and terminal cases within 35, per the HR SLA policy and Philippine and Colombian labor law.

• Guide PSPs on case handling and act as their escalation path.

5. Advise accounts and turn people data into action

• Show clients what good looks like: KPI design, review forms, development plans, and org structure.

• Interpret BoothOS people data, recommend next steps, and feed insight into the CSM's business reviews.

• Partner with the Client Success Manager — you look after the people, the CSM looks after the account.

6. Hold scope and drive BoothOS adoption

• Move routine requests to BoothOS self-service and time and leave approvals to named client-side approvers in UKG. You handle exceptions only.

• Hold the Talent Solutions vs. Managed Solutions line. Surface scope creep — missing approvers, OT exceptions, the PSP as the client's inbox — for repricing instead of absorbing it.

• Make sure requests are raised and logged in BoothOS, not by chat or email.

7. Lead your vertical and grow team capability

• Lead the HRBP/PSP practice for your assigned vertical.

• Build and maintain the vertical playbook: escalation protocols and SLAs, case-handling workflows, NEO and check-in cadence, attrition-prevention cadence, and the client account-engagement model.

• Co-develop and deliver one HRBP capability topic per month with L&D for the wider PSP team.

• Mentor PSPs and model the advisory-first standard.

Requirements

Experience

• 5+ years in HR business partnering, employee relations, or people success, with 2+ years at a senior or lead level.

• Experience in BPO, outsourcing, shared services, or employer-of-record settings, supporting multiple client accounts at once.

• A track record of handling complex employee relations cases end to end, including due process and documentation.

• Hands-on experience running retention work — risk reviews, stay interviews, and engagement action plans.

Knowledge

• Strong working knowledge of Philippine labor law and due process. Exposure to Colombian labor law is a plus.

• Comfort with HRIS and time-and-attendance platforms. BoothOS or UKG experience is a plus.

• Bachelor's degree in Psychology, HR Management, Business, or a related field.

• CHRA certification, or the ability to earn it within the agreed timeline.

How you work

• You advise, not just administer — you read the data and tell the client what to do about it.

• You coach managers with confidence, including through difficult conversations.

• You hold boundaries warmly and say no to scope creep without damaging the relationship.

• You facilitate well — NEO sessions and training topics land with the room.

• You build things that last: playbooks, frameworks, and capability in other PSPs.

• You write clearly in English. Spanish is a plus for Colombia-based accounts.