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The role of the Employee Relations Manager is to resolve employee issues and problems by upholding company values and culture, reducing company liability and ultimately improving the employee experience.


-Effectively analyzes, organizes and communicates large amounts of data as necessary for issue analysis and risk assessment. Uses issues analysis and risk assessments to recommend and advise business partners on Human Resources issues

-Manages the employee experience by providing proactive insight through monitoring and evaluating call trends, division and restaurant issues

-Utilizes strategic thinking skills to ensure recommendations and advice take into account all business ramifications

-Acts as liaison with operations and/or RSC departments in response to crisis situations (i.e. EAP, Total Rewards, Corporate Security, Total Quality, Public Relations, etc.)

-Advises SVPs, Directors of Operations, and Operations Management on recommendations for corrective actions, documentation, performance development, investigations, and restaurant processes by maintaining fairness and consistency and building ownership and accountability in support of company standards and values

-Demonstrates ownership of decisions and actions; follows issues through to completion and professionally challenges when necessary

-Strategic leadership of Human Resources, Operations and Employment Law related projects or assignments

-Researches, interprets, advises, and ensures adherence to state, federal, and local employment laws, including FLSA, FMLA, ADA, Workers’ Compensation, Title VII, ADEA, and INS guidelines

-Manages early resolution of all employment related concerns and/or issues by facilitating the Open Door Process

-Represents the company at select mediations as needed

-Coaches Managers and employees on the DRP, including facilitating open door discussions and partnering with the DRP team on proceedings

-Investigates and prepares documentation relating to DRP, administrative charges and attorney demand letters, etc.

-Conducts restaurant visits as required and/or on short notice to investigate specific concerns and/or to ensure company standards and values are being upheld

-Coaches restaurant management teams in preparation and handling of government agency investigations. Partners with Employment Law team to bring investigations to resolution

-Designs and facilitates operations management presentations/training as needed to further develop and enhance Employee Relations skills of operations leaders

-Demonstrates through words and actions: team orientation, flexibility and a desire to positively contribute to the success of the Employee Relations team

-Ensures accuracy and consistency in all administrative duties such as call notes, imaging, coordination of termination package details, and accurate and timely processing of all paperwork associated with providing great brand support


-Demonstrated strategic leadership experience on highly visible business initiatives

-Exceptional communication/listening and interpersonal skills

-Demonstrated ability to resolve conflict through negotiating fair, consistent resolutions without compromising company values

-Demonstrated ability to interact and manage at all levels of the organization

-Strong knowledge of employment related law and/or labor relations practices

-Experience in developing and implementing policies and programs for multiple locations, preferably in a service environment

-Experience conducting investigations into sensitive issues


Undergraduate degree in HR, business, or related field and/or 2-4 years HR/ER, Labor Relations, and/or restaurant management experience


-Ability to professionally handle sensitive information and maintain a high level of confidentiality

-Proficiency in Microsoft operating systems and ability to adapt quickly to changing technology

-Strong analytical ability, common sense and patience

-Ability to enter a high volume of notes quickly and accurately in an online ER system

-Strong organization, time management skills and ability to multi-task

-Effective presentation and training skills

-Strong team orientation

-Ability and willingness to travel, often on short notice (required)

-Available 24 hours/7 days per week as necessary (required)


-Bilingual (Spanish/English) abilities strongly preferred

-Restaurant Operations experience in a leadership role

-Master’s degree

-HR Certification


Must be able to remain in a stationary position 50% of the time

Frequently moves about the support center for meetings and to access work material

Constantly operates a computer, phone, and other office equipment

Constantly converse with team members and managers by phone and exchange accurate information