Employee Relations &  People Operations Manager - Support Services United States

Cotton On Group•Los Angeles, CA

4d•$130,000 - $150,000•Hybrid

About The Position

The Employee Relations & People Operations Manager is responsible for leading employee relations, benefits administration, day-to-day HR inbox administration, HR operations, and employee support services. The role plays a crucial part in modernizing People processes, improving employee and manager support, strengthening compliance, and building scalable service delivery frameworks that support organizational growth.

Requirements

5–8+ years of progressive HR experience, including employee relations, People Operations, or HR shared services.
Strong employee relations experience, including workplace investigations, employee concerns, performance matters, and policy guidance.
Experience managing HR operations, HR inbox administration, service delivery workflows, case routing, and support standards.
Knowledge of employment law, HR compliance requirements, employee documentation, and operational risk management.
Experience administering employee benefits programs, partnering with vendors and brokers, and supporting annual enrollment activities.
Demonstrated success improving operational processes, implementing HR technology or automation, and creating scalable support resources.
Strong analytical skills, with the ability to interpret case trends, service metrics, employee experience indicators, and process efficiency opportunities.
Excellent stakeholder management, written communication, problem-solving, and project management skills.
Experience supporting multi-site or rapidly growing organizations.
Experience implementing HR technology, workflow automation, or AI solutions.
Experience with HR case management systems and service delivery models.
Experience building self-service and employee support frameworks.
Bachelor's degree in Human Resources, Business, or a related field.
PHR, SPHR, SHRM-CP, or SHR

Responsibilities

Lead and manage employee relations matters across the organization, including workplace investigations and resolution of employee concerns.
Partner with leaders to address performance, conduct, attendance, policy-related issues, and employee support needs in a fair, consistent, and compliant manner.
Develop and maintain employee relations policies, procedures, documentation, and case management standards.
Own the day-to-day delivery of People Operations services, including HR inbox administration, case routing, service standards, and response protocols.
Establish clear service-level expectations for employee and manager support requests and drive continuous improvement in HR service delivery.
Partner with Payroll and HRIS teams to ensure accurate employee records, data integrity, and efficient operational workflows.
Oversee benefits administration processes, including enrollment, employee communications, vendor relationships, broker partnership, issue resolution, and compliance requirements.
Support annual enrollment activities and employee education initiatives while monitoring service levels and the employee experience related to benefits.
Assess and redesign People Operations processes to improve efficiency, scalability, compliance, and employee experience.
Leverage HR technology, AI, workflow automation, self-service resources, and knowledge bases to reduce manual administration and improve support quality.
Develop and maintain employee self-service resources, including knowledge base articles, FAQs, templates, and process guides, to enable employees and managers to resolve common HR questions efficiently and reduce reliance on one-on-one inbox support.