Employee Experience Manager

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

The JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We 're constantly learning, creating, and adapting
• Lean: We embrace lean testing and the learning we gain
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

About The Role

Manage People Ops activities with a focus on elevating the employee experience, including performance management, learning and development, and employee engagement with a DEI perspective. Working with the VP of People Ops and cross departmentally on key initiatives, including People Ops process design and system enhancements, employee happiness, and compelling employee benefits and perks. Establish program metrics, analyze data and provide guidance and updates on the impact of People Ops programs, processes, and policies. Deliver best practices and insights to guide decision-making and offer proactive solutions to enhance the employee experience, reinforce retention, and overall add to the employee value proposition. Our current People Ops tech stack includes Greenhouse, bob, Ethena, and Lattice. As a remote-first position, the Employee Experience Manager can work remotely from most any location but may be expected to attend in person meetings in our San Francisco Presidio office approximately once a month. 

Duties and Responsibilities

     Onboarding & Offboarding

• Manage the Onboarding Coordinator to ensure a high-touch, personalized experience for all new hires, working closely with the Head of Talent Acquisition on optimal timing and communication; ensure an engaging and comprehensive onboarding experience
• Proactive communication and collaboration across internal teams including Staffing, IT, Learning & Development, and Finance
• Oversee new-hire onboarding systems, benefits, policies, and employee experience

    Employee Engagement & Culture

• Brand and culture ambassador for employees and candidates, proactively promote and lead activities to contribute to adoption of company values in action and positive office culture
• Own the annual People Ops Employee Engagement survey and strategy
• Ensure our JustAnswer Awards Program (peer recognition and rewards) are compelling, inclusive, and equitable  
• Design, track, and trend engagement and retention analytics, and identify high-impact initiatives
• Collaborate with the Talent Acquisition to ensure consistent employer branding with firm culture and values
• Strengthen our culture with the right mix of communications and events across three offices that keep company culture top of mind
• Proactive Employee Engagement communications and planning across all offices and levels

    Recognition & Wellness

• Collaborate with JustAnswer leadership to develop award and recognition strategies to support recruitment and retention goals
• Monitor the compensation with respect to market trends and review published salary reports
• Analyze benefit plans to determine competitive positioning and best employee value
• Identify and recommend key programs that attract and retain top talent

Qualifications

     Skills

• ~5-8 years working in Human Resources, People Ops, Talent Management, or Employee Engagement
• Working knowledge of employment compliance and best practices
• Passionate about delivering best in class People-first programs
• Attention to detail and ability to manage multiple projects
• Can thrive in a fast-paced environment
• Sound judgment, able to successfully navigate competing priorities
• Discretion and sensitivity when managing sensitive topics
• Technically savvy and comfortable working with HR tech tools (e.g. Greenhouse, Lattice, HiBob Confluence, ADP, etc.) 
• Proficient in MS Office; particularly Excel and PowerPoint
• Human Resources certification (e.g. SPHR, PHR etc.), a plus 

     Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

     Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

     Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of engagement and commitment to company and department goals (OKRs) and organizational success
• Demonstrates accountability and acts an owner, develops effective short- and long-term project plans and goals 
• Creates learning environment; motivates and inspires others; seeks and provides effective mentoring