Head of People Performance

Job Summary

The Head of People Performance is responsible for setting standard operating procedures (SOP) for gig workers to enhance retention and streamline processes. This role is crucial in achieving business goals through a performance-focused approach rather than traditional HR engagement activities. The ideal candidate will possess a strong background in business operations, with a passion for people management, particularly in understanding the blue-collar workforce.

Responsibilities

• Develop and implement performance metrics focusing on retention rates, revenue per partner, and working days per week.
• Build and manage systems that reward high-performing individuals while systematically addressing underperformance.
• Oversee the entire employee lifecycle, from hiring to performance improvement and career progression.
• Establish and implement SOPs aimed at enhancing the experience of gig workers.
• Collaborate with various stakeholders to drive initiatives related to rider motivation, capability development, and performance processes.
• Maintain a focus on operational excellence, ensuring alignment with the company's broader objectives.

Qualifications

• Strong understanding of blue-collar workforce dynamics and challenges.
• Proven experience as an HR Business Partner or people partner in a high-operation setting (not general HR).
• Background in building people-centric systems, including training, earnings, and career progression frameworks.
• Demonstrated ability to manage performance-related challenges in a frontline workforce environment.
• Familiarity with metrics related to retention and performance management.

Preferred Skills

• Experience in unionized workplaces or large-format retail environments.
• Proven track record in developing people systems specific to operational roles.
• Ability to empathize with field employees and understand their unique motivators and challenges.
• Strong analytical skills to assess and drive performance outcomes.

Experience

Candidates should have a minimum of 5-8 years of experience in relevant fields, specifically in operational roles with a focus on people management and performance system development.