People Business Partner, Customer Operations

| Greater Denver Area | Remote
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Our Purpose

SonderMind is a VC-backed digital health company redesigning behavioral health through covered and timely access, increased utilization, and data-validated quality outcomes. We are a team of Explorers, Builders, and Change Makers democratizing the complicated world of behavioral healthcare for therapists and clients alike. 

How you’ll make an impact

The People Business Partner is both a strategic advisor and a hands-on practitioner, providing full-cycle human resources leadership for SonderMind’s Customer Ops team.  This role is core to executing our people initiatives, providing excellent support to frontline employees and managers, coaching senior leaders, and driving HR programs and process improvements. Working closely with Company Ops, Talent & People leadership, and functional leaders across the business, this role is a thought partner that is critical to the success of our fast-growing Customer Ops team.

Success looks like

A Customer Ops organization that can measure and consistently achieve high productivity, high morale and engagement, low absenteeism, low attrition, subject matter expertise and career growth.


What you’ll do
  • Partner with Managers and Directors to develop, implement, and evolve HR strategies to support the agendas of the business in areas such as performance management, capacity planning, compensation modeling, and organizational design. 
  • Develop effective coaching frameworks for managers and employees
  • Effectively engage, partner, and consult with Talent partner to forecast and deliver the talent acquisition needs of the Customer Operations organizations
  • Review and analyze business data to identify trends and recommend solutions to improve employee engagement, performance, retention, and employee experience  
  • Assess leadership and employee development training needs and conduct 1:1 and/or group training sessions as appropriate
  • Triage and diagnose employee relations matters, with support of People and Talent leadership 

What you'll bring with you

Critical Competencies

  • Balancing Stakeholders - understand the expectations and needs of both internal and external stakeholders, taking a proactive approach to shaping, influencing, balancing, and aligning stakeholder interests.
  • Building Relationships- ability to build networks of genuine trust and loyalty with colleagues, candidates, and within the community.
  • Communication & Interpersonal Skills- adept at influencing, negotiating, and building rapport 
  • Drive for Results - a bias for action, intrinsic motivation, maximizing opportunities, and making bold decisions at the right times.
  • Resilience & Adaptability- ability to successfully navigate a fast-paced, high-growth environment, excelling in the face of ambiguity and frequent change. Effective with limited information or direction; comfortable with risk and uncertainty; self-directed and proactive.

Experience

  • 5+ years' experience in an HR business partner role or related leadership roles with broad knowledge and experience in human resource management
  • Experience supporting human resources in a cell center environment
  • Willingness and ability to be hands on with all levels of the organization as well as serve as strategic partner to business unit leaders
  • Ability to influence and coach employees at all levels in the organization in sensitive situations, with special care for core values and well being
  • Ability to provide leadership, work collaboratively on teams and consult effectively and independently with all levels and functional areas of an organization 
  • Ability to travel 
  • Desire to grow and take on increased scope of responsibility, including management responsibility. Ability to thrive in a fast-paced, ambiguous environment 
  • Commitment to continuous process improvement in people strategies and initiatives
  • Ability to analyze data and create compelling presentations to influence decision-making
  • Effective communication skills- written, verbal, and listening skills. Excellent presentation skills and extensive experience delivering employee and manager and training 

Other Details

  • This role is a full-time, exempt position 
  • In Colorado, starting salary for this position is $100,000. Actual pay and title are commensurate with experience and location.
  • This role will be eligible to participate in the following:
    • full employee benefits package
    • employee stock option purchase plan
    • variable performance-based bonus incentives

To apply please submit your resume and cover letter. In your cover letter, please explain how this role fits into your career goals and experience. 


Our Employee Benefits Philosophy

As a leader in redesigning behavioral health we are walking the walk with our employee benefits package. We focus on meeting SonderMinders wherever they are and supporting them in all facets of their life with both mental and physical aspects in mind. Where most companies say "good enough" we ask ourselves "how can we do better." That includes:

  • Therapy coverage benefits to enable our employees to get the care they need
  • Employer-paid disability & AD&D to cover life's unexpected - not only that, we cover the difference in salary for up to Eight weeks of short-term disability leave
  • Eight weeks of paid parental leave (if the parent also qualifies for STD, this benefit is in addition)
  • A generous PTO policy and a company mandate of at MINIMUM three-weeks of PTO a year; flexible work-from-home policy
  • A great downtown location accessible with a 100% company-covered EcoPass and stocked with unlimited drinks and snacks (with health and indulgent options for whatever craving hits you)
  • A commitment to reward our team members for the long-term success and growth of SonderMind with stock option grants and bonus potential
  • Competitive market salary, up-to 4% salary company match on 401K, professional development and advancement opportunities as we rapidly scale, and so much more.

Commitment to an Inclusive Workplace

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment.

Our employees may be exposed to sensitive personal information throughout their regular duties. For this reason, we maintain exceptionally high expectations of ethical conduct and require all incoming employees to pass a background check.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • HTMLLanguages
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • SketchDesign
    • NotionManagement

Location

While we can't share our exact office location, know that we have easy access to public transit options and plenty of restaurants and bars nearby.

An Insider's view of SonderMind

How would you describe the company’s work-life balance?

I'm really lucky to work with a team that genuinely cares about the mission & are dedicated to making it a success. With that comes a lot of trust from leadership. We are encouraged to work efficiently, not measured by the hours we spend at our desk. As long as we are adhering to milestones & timelines, where & when we work is not questioned.

Clarissa

Manager of UX/UI Design

What projects are you most excited about?

As part of Sondermind’s goal to be a complete solution for therapists & their patients, we handle all the therapists' billing, insurance billing, & invoicing. We’re continually expanding out this functionality, & I’m really excited to provide more robust & convenient features to make it easier for people to get therapy & for therapists to get paid.

Anthony

Senior Software Engineer

What makes someone successful on your team?

It's important to me to find someone that aligns with our core values. This person contributes their fair share, is motivated and invested in achieving our goals, and believes in our mission. I'm looking for individuals that care for their teammates and the company and is willing to go above & beyond their job description.

Jenny

Director of Revenue Operations

How do you empower your team to be more creative?

This all comes back to our core value of Courage. Risk-taking is part of the fabric of SonderMind & creativity is risk-taking on a very personal level. It's having the courage to think differently. The team is empowered via our very public celebrations of courage & highlighting how it's OK even when the results fall short the first time.

Brannan

Chief Development Officer

What’s the vibe like in the office?

Refreshing is the word that comes to mind! Everyone treats you with genuine care & everyone helps each other succeed which is such a rarity in my opinion. You can just feel it in the air that everyone is pushing for success because we all believe in what we are doing.

Jasmine

Associate Manager of Customer Operations

What are SonderMind Perks + Benefits

SonderMind Benefits Overview

SonderMind was awarded #1 Best Place to Work by the Denver Business Journal two years in a row! We don't know for sure, but we think it has something to do with our authentically collaborative environment, supportive leave and remote policies through COVID, and opportunities to learn and grow every day!

Culture
Volunteer in local community
Team members are encouraged to promote volunteering. SonderMinders have participated in Soup Kitchens, KindKyts, blood drives, and more!
Partners with Nonprofits
We collaborate dozens of local community organizations to increase access to therapy and to support our providers.
Friends outside of work
Eat lunch together
Intracompany committees
Our company encourages employee-lead committees, social events, and resource groups.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Diversity sourcing plans for leadership roles, partner with code schools that promote training underrepresented groups in tech, employee training on implicit bias, diverse interview panels
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SonderMind employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Dental Benefits
Our exceptional dental plan covers up $75 of monthly premiums.
Vision Benefits
Our no-cost vision plan covers up to $150 for frames and up to $230 for contact lenses.
Health Insurance Benefits
Our insurance plan covers up to 90% of monthly premiums, covers 100% of preventative costs, and we provide plans with as little as $1000 monthly deductibles.
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
We provide mental health benefits including $0 copay for therapy sessions on most of our healthcare plans.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
SonderMind provides employees with a 401(k) matching plan managed by MassMutual. We match 4% of contributions up to 4% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Up to 16 weeks of parental leave for the birthing parent and a guaranteed 8 weeks of parental leave.
Flexible Work Schedule
SonderMind provides employees with a flexible work schedule that includes unlimited time off, flexible hours in the office, and occasional work from home options.
Remote Work Program
Family Medical Leave
While we are not required to provide FMLA by law, we believe in the importance of personal medical leave and have a policy to provide up to 12 weeks leave for eligible employees.
Company sponsored family events
We have regular family-friendly office events and host an office picnic every year to include SonderMind families to meet and mingle.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have an unlimited PTO policy for exempt employees; non-exempt employees receive 18 days PTO in addition to paid holidays, jury duty, and bereavement leave. Additional days are added for tenure.
Paid Holidays
Paid Sick Days
Employees receive unlimited PTO for sick days as well as personal wellness days.
Perks & Discounts
Casual Dress
Company Outings
SonderMind employees engage in group outings at least once a month for events such as our quarterly book club, a Star Wars Premiere night, escape rooms, and much more!
Game Room
Stocked Kitchen
Our kitchen has unlimited free snacks and beverages, and is conscious of a variety of dietary preferences and restrictions.
Happy Hours
Social Happy Hours are hosted on a monthly basis.
Relocation Assistance
Relocation stipend for qualifying candidates.
Professional Development Benefits
Job Training & Conferences
We encourage employees to pursue educational opportunities to advance their careers from Mental Health First Aid, to Start Up Week conferences, to online courses that are expensed to the company.
Lunch and learns
SonderMind hosts a monthly SonderSeries for employees to learn more about each department, about our field, and to share their expertise.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

While the list of benefits above does a good job of highlighting our benefits, our office is always looking to adopt benefits and programs that our employees request. Employee-Lead initiatives are the bread and butter of our office; don't see something you'd like above? Join our team and help us make it a priority!

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