Senior Manager, Recruiting & People Operations - CX

Senior Manager, Recruiting & People Operations - CX

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Bilt is the loyalty program for renters, transforming rent payments into valuable rewards while connecting members with exclusive Neighborhood Benefits™. With every on-time rent payment, members earn Bilt Points – the industry's most valuable and flexible points currency which they can transfer 1:1 to their favorite airline miles and hotel points, use them for future rent payments, redeem for everyday purchases, or save them for a down payment on a home.

Plus, they can build their credit history by automatically reporting their rent payments to all three major credit bureaus for free, and unlock exclusive rewards on the 1st of every month with Rent Day™.

As part of being a Bilt Member, they also get even more value at over 40,000 merchants nationwide with exclusive Neighborhood Benefits™ at local restaurants, fitness studios, pharmacies, on Lyft rides, and more. In partnership with the top multifamily owners and operators across the country, Bilt has become the largest network of homes that reward their residents on rent, managing payments for over 4.5MM units across the nation.

Residents who live in the network make payments directly through the Bilt Payment Center and get access to benefits including additional earn opportunities on new leases, renewals, and more.

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.

• 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.

• 4+ years of experience in People Operations, HR, or a similar function;
• Experience with all facets of People Operations and HRBP support – delivering feedback, handling leaves, etc.;
• 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.

• Competitive salary with equity and a performance bonus…