iHerb

Why High-Tech Hiring Still Needs a Human Touch

Having spent more than 25 years in talent acquisition, I’ve seen the function constantly evolve, pivot and reinvent itself. Today’s hiring market is no exception. Strategies and tools that worked even one or two years ago are quickly being replaced by new technologies, changing workforce expectations and evolving business demands.

At iHerb, one of our biggest priorities is balancing automation with a high-touch candidate experience. Our talent acquisition team is focused on creating process efficiencies and removing administrative bottlenecks without compromising the one-on-one recruiter and candidate relationship that develops throughout the hiring process.

We also recognize that we have a strong story to tell as an organization. Our TA team is responsible for bringing that story to life for thousands of candidates each year. We are continuing to evolve by embracing AI and technology while still maintaining the concierge-level experience our candidates and leaders have come to expect.

The Best Leaders Balance Confidence with Humility

iHerb is a highly collaborative environment at the executive level and, honestly, at every level of the organization. Leadership capabilities and soft skills are critical parts of our vetting process and often move to the forefront when executive hiring decisions are being made. There are several qualities we consistently look to identify and assess.

Emotional Intelligence (EQ): The ability to manage one’s own emotions while empathizing with others is essential. We look for leaders with a high level of self-awareness who understand that a one-size-fits-all approach rarely works when solving unique challenges. Our executives must be agile in their leadership style, recognize blind spots and develop tailored solutions that align with our core values and company mission.

Decisiveness: We operate in a fast-moving and constantly evolving global e-commerce environment. Our executives need to be comfortable navigating ambiguity and capable of making difficult but calculated decisions quickly when situations demand it.

Resilience: Our CEO often speaks about the resilience of our business and our ability to withstand and grow through geographic and geopolitical challenges that global e-commerce companies regularly face. We look for that same resilience in executive candidates and evaluate whether they have the mental toughness to absorb setbacks, adapt and continue moving forward without losing momentum.

"The key to maintaining a positive candidate experience is our commitment to open, honest and transparent communication."

Humility: Our executive team is one of the most humble and hands-on groups I have ever worked with. Their willingness to check their egos at the door and focus on the work is one of the most refreshing aspects of working alongside them. When evaluating executive candidates, humility and modesty are always central to the conversation.

Great Candidate Experiences Start with Clear Communication

The simple answer is clear and consistent communication with both candidates and the business throughout the hiring process. Our goal is to create a fast-moving process that minimizes interview fatigue while still delivering a thoughtful experience for everyone involved.

At iHerb, our TA team develops curated hiring plans with each business unit we support. From there, we walk candidates through the process and set expectations early so they understand the timeline, interview structure and next steps.

Of course, plans can change. Timelines shift, priorities evolve and availability can quickly impact the process. When we need to pivot, our team works directly with candidates to communicate changes quickly and provide context around why those adjustments are happening. Sometimes we are asked to accelerate the timeline and other times we may need to add another interview step.

The key to maintaining a positive candidate experience is our commitment to open, honest and transparent communication with both candidates and hiring teams throughout the process.

Why Skills Now Matter More than Pedigree

One of the biggest workforce trends shaping recruitment today is the shift from pedigree-based hiring to skills-based assessment. At iHerb, we are less focused on specific degrees, job titles or years of experience and more focused on a candidate’s proven abilities, competencies and results.

Our TA team works closely with business partners to evaluate candidates based on what they have actually accomplished and how they operate in real-world situations. The rise of AI has made it easier than ever for candidates to create polished profiles that align perfectly with a job description. Because of that, our approach relies heavily on performance and results-based vetting to understand what a candidate truly brings to the table.

Those conversations also help us assess whether a candidate’s working style and temperament align with our culture. iHerb is an exciting and rewarding place to work, but the pace and demands of a global e-commerce environment are not for everyone.

Our responsibility is to ensure that what appears on a resume aligns with how we operate as a business from both a hard skills and soft skills perspective.

Great Recruiters Build Trust, Not Just Pipelines

There are many nuances to becoming a successful talent acquisition professional, so it’s difficult to narrow it down to just a few points, but I’ll give it a shot.

Build relationships and credibility through transparency and results. Whether working with candidates or hiring managers, be open and honest about expectations, challenges and changes in direction. Don’t avoid difficult conversations. In TA, we are often responsible for delivering news that may not be popular with candidates or business leaders. Transparent communication is always more productive than staying silent and hoping sensitive issues resolve themselves.

Leverage technology and AI without losing the human element. Talent acquisition is still fundamentally about relationships and trust. It’s important to use technology to improve efficiency without creating an overly robotic experience that prevents candidates from building a genuine connection with the business. At the same time, it’s critical to maintain your role as a trusted advisor while moving the process forward as efficiently as possible.

Stay adaptable and open to change. The TA landscape changes constantly. The job market evolves, business priorities shift and hiring strategies continue to transform. Even when strong processes are in place, it’s important to remain flexible and use your experience to help guide candidates and internal stakeholders through changing conditions. Stay informed, continue learning and never rely on “that’s how we’ve always done it” as the answer.