Senior Manager, Recruiting & People Operations - CX

What's the role?
We are looking for a Manager of Recruiting & People Operations, CX to own the full people lifecycle for our remote Customer Experience support team. This role blends hands-on recruiting, HR business partnership, workforce management, and day-to-day people operations for a fast-growing, high-volume support organization.
You will sit onsite in our NYC office and act as the primary People partner to our CX leadership and remote agents, ensuring we are hiring great talent, setting clear standards, and running smooth, compliant, and thoughtful people operations at scale.
In this role, you will...

• Recruiting & Hiring
  • Own end-to-end recruiting for our remote CX support team, including intake, sourcing, interviewing, offers, and closing
  • Partner closely with CX leadership to forecast hiring needs and execute against headcount plans
  • Manage high-volume recruiting pipelines while maintaining a strong candidate experience
  • Maintain and optimize our ATS workflows, interview processes, and hiring data
• People Operations & HRBP Support
  • Serve as the day-to-day HR partner for the CX support population
  • Handle all people operations for this group, including onboarding, offboarding, PTO, leaves, employee relations support, and policy guidance
  • Partner with managers on performance management, feedback, documentation, and corrective actions when needed
  • Ensure consistent application of people programs, policies, and processes across a distributed workforce
• Workforce Management
  • Own scheduling and coordination of CX training, onboarding classes, and ongoing shift coverage
  • Partner with CX leadership to ensure staffing levels align with business needs
  • Track and support scheduling changes, coverage planning, and operational cadence
• Systems & Process
  • Use and maintain HRIS and ATS systems to ensure accurate employee data and reporting
  • Identify opportunities to improve processes, documentation, and CX-specific people workflows
  • Support audits, compliance needs, and operational rigor for a remote workforce

In terms of qualifications, we're seeking:

• 4+ years of experience in a People Operations, HR, or similar function
• Experience with all facets of People Operations and HRBP support - you have done everything from delivering feedback to handling leaves.
• Hands-on experience with end-to-end recruiting, ideally in high-volume or operational roles
• Familiarity with HRIS and ATS systems and comfort operating in tools and data
• Experience supporting remote or distributed teams
• Strong organizational skills and attention to detail
• Clear communicator who is comfortable partnering with frontline managers and leadership
• Someone who enjoys being close to the work and operating at both a strategic and tactical level

Benefits:

• Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program.
• Medical Insurance (for you and your loved one) - We offer a variety of different subsidized medical plans (with dental and vision), including a free HDHP with a company-sponsored HSA contribution. We have you covered from Day 1.
• Wellness Benefits - Enjoy a One Medical Membership, Wellhub (Gympass) Access, family planning programs and more, on us.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we're here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don't think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn't mean always working. Take time for yourself as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt's salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.
We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.
Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
The salary range for a Senior Manager, Recruiting & People Operations - CX is $100,000 - 115,000 and will be eligible for equity and an annual performance-based bonus.