Role Summary

The CHRO is a senior HR executive responsible for leading a high-performing, data-driven human resources function across a complex, multi-site organization. The role is accountable for strengthening workforce stability, employee engagement, talent acquisition, talent development, retention, and HR operations in support of the organization’s mission and operational goals.

The CHRO will directly oversee a team of approximately 15 HR professionals across HRBP, Talent Acquisition, Total Rewards, HRIS, Employee Engagement, and related functions, supporting a workforce of more than 850 employees across multiple sites and operational functions throughout New York City.

This role requires a hands-on leader who combines strategic judgment with strong operational execution across workforce planning, employee relations, compliance, talent management, organizational development, and HR service delivery.

The CHRO will lead the organization’s people strategy while ensuring HR operations are responsive, consistent, compliant, and aligned with operational needs. The role is accountable for strengthening employee engagement, supporting effective managers and teams, improving workforce stability, and building confidence in the HR function across the organization.

The CHRO will provide timely, accurate, and actionable workforce insights to executive leadership and the Board while ensuring HR practices are practical, operationally informed, and consistently applied across all sites and departments.

The CHRO must understand the realities of operating a 24/7 organization serving vulnerable populations, where workforce stability, responsiveness, sound judgment, and consistent execution directly impact operations and client care.

This is a leadership role that requires both strategic thinking and direct operational ownership. Success in the role requires the ability to translate data into clear insights, make practical recommendations, and drive follow-through across HR and operational leadership.

Core Responsibilities

1. HR Operations & Execution

• Lead end-to-end HR service delivery across 22 sites and departments.
• Ensure consistency, quality, and responsiveness across employee relations, performance management, time and attendance practices, leave administration, benefits coordination, and related HR functions.
• Streamline HR processes and strengthen accountability across HR and operational leadership.
• Partner closely with leadership to ensure HR decisions, employee relations practices, and workforce strategies are operationally informed, consistently applied, and supportive of effective site operations and staff retention.
• Improve the employee experience by ensuring HR is responsive, transparent, solutions-oriented, and service driven.

2. Talent, Retention & Workforce Stability

• Lead organization-wide strategies focused on workforce stability, employee engagement, retention, and talent development.
• Identify and address drivers of turnover and workforce instability.
• Oversee Talent Acquisition, onboarding, and retention strategies to strengthen workforce stability, hiring outcomes, and employee experience across the organization.
• Implement targeted retention and engagement strategies, including onboarding improvements, manager coaching, stay interviews, and site-specific interventions.
• Support leadership development and internal growth opportunities across the organization.

3. HRBP Leadership & Field Integration

• Directly lead and develop the HRBP function as true business partners and field operators.
• Ensure HRBPs are actively engaged with site operations and addressing issues in real time.
• Establish clear expectations regarding case management, escalation protocols, communication standards, operational consultation, and manager support.
• Strengthen partnership and collaboration between HR, Program leadership, and site leadership.

4. Workforce Analytics & Board Reporting

• Own HR data, workforce metrics, and reporting with a focus on accuracy, consistency, and decision usefulness
• Deliver regular workforce reporting and executive summaries related to turnover, workforce stability, hiring trends, employee relations activity, and organizational risk indicators.
• Identify workforce trends and operational risks and provide practical recommendations to executive leadership and the Board.
• Translate workforce data into actionable insights and operational priorities.

5. Compliance, Risk & Employee Relations

• Ensure HR practices remain compliant with all applicable federal, state, and local employment laws and regulations.
• Oversee high-risk investigations and ensure defensible, well-documented outcomes.
• Establish and maintain clear escalation protocols and risk classification standards.
• Partner closely with Legal on sensitive employee relations and compliance matters
• Ensure employee relations recommendations and investigative findings appropriately incorporate operational context, risk considerations, and consultation with relevant leadership.
• Maintain organization-wide compliance across employment practices, policies, investigations, wage, and hour requirements, leave administration, and regulatory reporting obligations.

6. Systems, Process Discipline & Data Integrity

• Oversee HR systems and technology platforms (e.g., UKG, HRIS)
• Ensure accurate employee data, reliable workforce reporting, and clean organizational structures.
• Strengthen workflow discipline related to approvals, documentation, and use of systems of record.
• Drive adoption and accountability across managers and departments.
• Ensure HR data and reporting can be relied upon for operational, executive, and Board decision-making.

7. Manager Enablement, Training & Accountability

• Build a clear and consistent management framework across programs, sites, and administrative functions.
• Develop and implement practical manager training focused on core supervisory responsibilities, including performance management, employee relations, communication, accountability, documentation, and workforce management practices.
• Create tools, templates, and guidance that help managers address issues early, fairly, and consistently.
• Partner with Program leadership and HRBPs to identify common management gaps and deliver targeted support.
• Establish expectations for manager onboarding and ongoing supervisory development.
• Use workforce trends, employee relations data, and staff feedback to identify areas requiring additional coaching, intervention, or operational support.

Executive Partnership

• Serve as a direct and accountable partner to the COO and executive leadership team.
• Provide thoughtful options, supported by clear recommendations and operational considerations.
• Prepare clear, concise, and board-ready materials.
• Maintain strong cross-functional partnership with Program Operations, Legal, Finance, and executive leadership to ensure HR decisions are practical, compliant, and operationally sustainable.

Qualifications

Required

• 10–15+ years of progressive HR leadership experience
• Proven success leading HR functions in complex, multi-site organizations
• Demonstrated experience in HR operations, workforce analytics, employee relations, compliance, organizational development, and workforce strategy.
• Experience managing HRBP or field-based HR teams.
• Strong command of HR systems and workforce technologies (UKG or similar platforms)

Preferred

• Experience in nonprofit, human services, healthcare, or similarly regulated environments
• Experience in unionized environments
• Experience supporting large frontline workforces.
• Experience developing manager training, supervisory tools, or leadership development programs.

Leadership Profile

• Operational and hands-on
• Strategic and solutions-oriented
• Data-driven and analytically strong
• Professional, fair, and consistent in judgment
• Calm under pressure and responsive in fast-paced environments
• Collaborative across functions and levels of leadership
• Strong communicator with sound executive presence
• Detail-oriented with strong follow-through.
• Accountable and reliable in execution
• Able to lead organizational change and drive adoption across complex teams.