Employee Relations Specialist

HHAeXchange•Minneapolis, MN

2d•Onsite

About The Position

The Employee Relations Specialist is the embedded employee relations partner for the Technical Customer Care (TCC) organization, a high-volume frontline support environment operating 24 hours a day. This role independently owns employee relations matters from intake through resolution and serves as the primary point of contact for TCC leaders navigating performance, conduct, attendance, and workplace concerns. This is an execution-focused role centered primarily on employee relations work. The person in this seat is expected to move matters forward decisively, coach leaders through difficult situations without over-escalating, and over time help reduce overall ER volume through stronger consistency, proactive coaching, and operational discipline. Approximately 75% of the role will focus on employee relations execution at the outset. This role operates onsite in the Minnesota office and is part of the centralized People and Culture team, aligned to HR strategy, policies, and priorities set by the Senior HRBP. This is a full-time, onsite role with occasional travel to Miami and other future office locations.

Requirements

3+ years of direct employee relations ownership experience in a standalone or primary HR capacity, including investigations, corrective action execution, attendance management, and leader coaching.
Experience supporting high-volume frontline employee populations in environments such as contact centers, hospitality, retail, healthcare operations, manufacturing, distribution, or similar operational settings.
Demonstrated ability to independently manage multiple concurrent employee matters while maintaining organization, responsiveness, and follow-through.
Proven ability to coach leaders through difficult employee situations while reinforcing policy consistency and operational accountability.
Strong judgment and comfort operating under ambiguity without waiting for perfect information before moving work forward appropriately.
Strong verbal and written communication skills with the ability to document findings clearly and deliver difficult messages professionally.
Proficiency with Microsoft Office Suite and operational tracking/reporting tools.
Willingness to explore and adopt AI tools responsibly to enhance productivity, organization, and operational efficiency in the role.
Must work full-time onsite in the Minnesota office.
Must be willing and able to travel to Miami and other future offices as needed.

Responsibilities

Serve as the primary onsite employee relations owner for TCC, independently managing employee relations matters from intake through resolution.
Conduct investigations into workplace concerns including conduct, harassment, attendance, policy violations, interpersonal conflict, and performance concerns.
Gather facts, interview employees and leaders, review documentation, and deliver clear and defensible recommendations aligned with company policy and business risk considerations.
Guide and coach leaders through progressive discipline, performance management, corrective action, and termination processes while reinforcing accountability and policy consistency.
Make preliminary employee relations determinations under ambiguity, adjusting course as new information becomes available and recognizing that delay itself can introduce organizational risk.
Maintain structured case management practices to ensure timely follow-through, visibility into open matters, and proactive updates to HR leadership.
Partner closely with Workforce Management to support attendance management processes, attendance trend identification, documentation expectations, and policy enforcement.
Identify recurring employee relations trends and operational pain points and provide actionable recommendations to leadership and the Senior HRBP.
Serve as a visible, approachable, and trusted HR presence within the TCC environment.
Support occasional after-hours wellness check situations and urgent operational escalations as needed.
Partner with Talent Acquisition to support high-volume hiring activity for representative-level roles, including phone screens, candidate movement, and interview coordination.
Support onboarding coordination for TCC new hires in partnership with HR Operations, Enablement, and business leaders.
Maintain manager-facing resources, FAQs, and operational HR documentation to support consistency and reduce inbound questions.
Support periodic audits and administrative follow-up related to HR systems, documentation, and employee records.
Assist with additional operational HR responsibilities and projects as business needs evolve.
Other duties as assigned by supervisor or HHA exchange leader