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Pender Ventures

Senior People Partner, Customer Team

People & HR, Customer Service
Posted on Tuesday, March 19, 2024
Jane’s looking for a Senior People Partner to collaborate with Jane's Customer team, contributing to the development of a healthy, engaged, and impactful team. We refer to our Customer team as the “heart” of Jane for a few reasons; nobody knows our customers better, they have a significant impact on driving our growth and they’re stem cells to our business, growing their careers as customer experts and into all areas of Jane.
Beyond traditional customer support functions, they handle product demos, imports, onboarding, advocacy, and more, evolving with Jane's expansion into new disciplines and geographies. We've established a thriving Customer team and are excited to have a creative Senior People Partner join us to elevate the team further. This role involves working closely with passionate Customer leaders on initiatives to scale and providing hands-on coaching to team members across the Customer team. We value out-of-the-box thinking, prioritizing solutions tailored to our company, teams, and individuals. In our rapidly changing, fast-paced environment, we strive for continuous improvement and exceeding customer expectations, with the Senior People Partner serving as an enabler and hands-on contributor to this journey.
Like with all positions at Jane, this position is a remote position, allowing you to work anywhere you want across Canada. Building a delighted team who can delight our customers is part of Jane’s DNA. In our most recent company-wide health check, 99% of our team agreed that our founders demonstrate people are important to Jane’s success. On top of that, 98% of our team felt Manager cares about them as human beings and that they are supported when needing to arrange time off from work. We’d never claim to be perfect, but we’re working hard to listen to our people and improve each day.
We really want the people who work at Jane to love being here, so it's important that we start with a bit about what makes our company unique and try to be as transparent as possible. Our values also provide some insights into Jane and hopefully, you’ll have a better idea if this might be the kind of company you want to be part of.
Before we were Jane, our Co-Founders were solving problems for their own clinics not realizing that a few years later, this team would grow to support tens of thousands of healthcare practices in more than 60 countries. Our platform is now helping to modernize the world of practice management software. We enable the likes of physiotherapists, mental health counsellors, chiropractors, and other allied health practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, and billing along with an evolving library of features. You can see more of them here. Although we’ve grown, still to this day, we’re rooted in solving clinics’ problems and making sure we don’t lose sight of Jane’s vision.
We have remained profitable for the past seven years, we’re product-led and growing organically (and responsibly) to the point where 85% of our customer growth is either from customer referrals or word of mouth. Growth like this is unique, especially in the world of SaaS, and it doesn’t happen by chance. We have a brilliant team of over 400 Janers who are doing an amazing job of listening to our customers, building what they need, and providing industry-leading support. We pride ourselves on flexibility & autonomy, some of our team block out their calendars to pick up their children from school (and this is normal at Jane), and we even have a #kids channel in Slack.
We’re not a clock-in clock-out system-type environment. With that being said, we’re not going to paint the picture of a perfect environment either. We’re a company that’s scaling quickly, we have many moving parts, many of us are doing this for the first time and sometimes, we don’t have processes in place or clear views which can require a lot of resourcefulness and a passion for problem-solving.
With all that to say, if you’re looking for an environment where you can grow, stretch yourself, and work with some incredibly talented people on problems that are positively impacting people's lives, Jane could be the place for you.
Compensation Expectations for the Role
Jane’s committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $102,400 and maximum annual salary of $160,000. As you may have noticed, this salary range is quite large, and this is intentional to account for the growth someone will experience in the role throughout their time at Jane (i.e., from building the skills, to accomplished, to highly proficient, all the way to achieving excellence in the role). When hiring talented folks to join the Jane team, we’ve found that new team members are best set up for success when hired with the expectation of being fully accomplished in the role, which for this role would reflect a salary between $121,600 to $128,000. It's also possible to join Jane at a salary above or below this, which would mean a salary below $121,600 typically reflects someone who has all the potential to be fully accomplished in the role but doesn't yet possess all the skills required, while a salary above $128,000. is typically for individuals who are currently in this role at Jane and had the opportunity to make a significant positive impact on our customers, product and company with deep Jane knowledge. At Jane, we pay for growth, which means that you’ll continue to have conversations about your career development with your manager and see your compensation grow over time as you build an amazing career with us.
More information on Jane's benefits package can be found here

The impact you'll have ...

  • As a Senior People Partner at Jane, your pivotal role is to partner with the Customer team to cultivate thriving teams, and continuously elevate the employee experience.
  • Partner with the Support leadership team to pair department objectives to People objectives and have an impact at the 1:many level.
  • Establish strong relationships with the Customer team, acting as a trusted partner with a keen understanding of the business and team dynamics. Engage with all levels of the organization, building context through grassroots conversations, while fostering trust and psychological safety every step of the way.
  • Support and guide people leaders and team members in overcoming obstacles preventing the success of the team. Empower people leaders through coaching and skill-building, while holding them accountable to becoming continuously better leaders.
  • Serve as a subject matter expert on career growth, compensation, engagement, and coaching for growth and impact.
  • Offer high-touch, just-in-time support to Janers through challenging situations as they arise, prioritizing individual needs over rigid processes (we’re People over Process!).
  • Lead and actively participate in key projects to level up the team alongside leadership. Play a crucial role in building diverse teams, working closely with recruitment and leaders to upkeep Jane’s inclusive culture.
  • Support Janers throughout their employee lifecycle, from onboarding, through their growth journey, to offboarding with #nosurprises along the way.
  • Collaborate closely with leaders on scaling Jane, addressing organizational and role changes.
  • Lead or participate in People team projects, leaving an enduring mark on the Jane employee experience. Your influence will be felt across the organization as you champion and participate in project work across the wider People team with the common goal of helping Janers thrive.

The experience we feel we need…

  • Ideal candidates should possess 5+ years of People (HR) experience, with a minimum of 5 years specifically in a People Partnership or HR Business Partnership role. The role requires the ability to collaborate with senior leadership for organizational changes and providing strategic advice in the people space. This includes the capacity to engage in challenging conversations with leaders, fostering their growth for the benefit of their teams, as well as the ability to shift out of day-to-day People Partner work to uncover themes and patterns to have 1:many impact.
  • A highly skilled trust builder that can navigate all levels of the organization and a hunger to continuously build business acumen. The ability to comprehend complex people problems, ask insightful questions, and adapt communication styles to various audiences is crucial. Experience in grassroots information gathering to maintain a pulse on team sentiments and effectively communicating patterns, trends and insights to leaders is critical. A deep curiosity will be critical in helping set you up for success.
  • The role demands skills in navigating difficult conversations and providing candid feedback with a balance of care and assertiveness, promoting growth among leaders and all team members.
  • Additional bonus for experience working with tech Customer Success, Support and sales teams in a high-growth organization.
At Jane, we’re committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make Jane an inclusive, equitable, and diverse workplace.
We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that Jane serves.
We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the Jane community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you.