Administers daily HR operations, including payroll coordination, compensation, benefits, leave administration, employee records, recruiting, onboarding, and HRIS data. Advises employees and managers on policies, employee relations, performance management, investigations, and employment-law compliance. Maintains training and compliance records, supports audits, conducts background checks and eligibility verifications, and implements orientation and recognition programs.

Leads the Customer Assurance department, setting service, quality, escalation, training, and workflow standards across live chat, email, and outbound communications. Manages staffing, performance, coaching, onboarding, documentation, KPIs, customer outreach initiatives, and resource allocation. Handles significant escalations, represents the department in cross-functional planning, and maintains accountability for team performance and customer interaction quality in a fully remote environment.