Senior Manager, Associate Relations

Role Overview

This role leads a team of Associate Relations Advisors and Investigators, ensuring the consistent, high-quality delivery of associate relations support across the enterprise.

The role translates Associate Relations strategy into disciplined execution - operating within established operating models, governance standards, and decision frameworks to drive consistency in guidance, strengthen team capability, and ensure fair, defensible outcomes in workplace matters.

As a trusted, consultative advisor to HR Business Partners and business leaders, this role identifies trends, surfaces systemic issues, and works collaboratively to develop practical, forward-looking solutions that improve associate experience, strengthen engagement, and reduce risk.

The role also serves as a neutral, credible resource in resolving complex workplace concerns.

Key Responsibilities

• Team Leadership & Delivery

  • Lead and develop a mixed team of Associate Relations Advisors and Investigators, setting clear expectations for case management, consultation quality, and documentation.
  • Oversee end-to-end delivery of associate relations support, including intake, consultation, investigation, escalation, and resolution.
  • Operate within defined case segmentation, escalation paths, and decision frameworks to ensure consistent delivery.
  • Provide oversight and guidance on investigations; personally lead select complex or high-risk matters.
  • Serve as escalation point for sensitive or high-risk issues requiring elevated review.

• Advisory & Partnership

  • Provide expert, consultative guidance to HR Business Partners and business leaders on employee relations matters, including conduct, performance, and investigations.
  • Act as a strategic thought partner—helping leaders navigate complex situations, apply policies consistently, and strengthen team effectiveness.
  • Build strong partnerships to align associate relations support with business priorities and foster a fair, respectful, and high-performing work environment.

• Decision Quality & Risk Management

  • Ensure consistent, fair, and policy-aligned outcomes across all cases.
  • Partner with Legal and Compliance on high-risk matters and sensitive investigations.
  • Reinforce sound judgment and defensible decision-making across the team.
  • Identify and mitigate risk through structured case reviews and proactive guidance.

• Quality, Insights & Continuous Improvement

  • Implement and reinforce established quality standards for case management and documentation.
  • Monitor adherence to governance expectations and drive consistency in execution.
  • Analyze case data and trends to identify systemic issues, emerging risks, and opportunities to strengthen engagement and reduce repeat issues.
  • Surface insights and patterns to Associate Relations leadership to inform strategy, governance, and continuous improvement priorities.
  • Translate insights into targeted actions, partnering with HR and the business to implement solutions.
  • Track and improve key performance indicators (e.g., case cycle time, consistency, repeat issues, and risk indicators).
  • Drive continuous improvement in workflows, consistency, and service delivery.

• Training & Capability Building

  • Deliver and reinforce training aligned to enterprise Associate Relations standards.
  • Coach leaders and team members on best practices in employee relations, case management, and documentation.
  • Provide input to improve training effectiveness based on trends, risks, and recurring issues.

Qualifications

• 8+ years of experience in Employee / Associate Relations or HR.
• 5+ years of experience leading teams, including investigative resources.
• Strong expertise in employee relations, investigations, and employment law.
• Proven ability to influence leaders, solve complex problems, and drive consistent outcomes.
• Strong analytical and communication skills; experience with HR systems preferred (Workday).

Key Capabilities

• Associate Relations & Investigations Expertise
• People Leadership & Coaching
• Strategic Advisory & Influence
• Decision Quality & Judgment
• Operational Discipline & Consistency
• Risk Identification & Mitigation
• Data-Driven Insights
• Continuous Improvement