Team Member Relations Representative - Bilingual

Portillo’s•Oak Brook, IL

9d•Hybrid

About The Position

The Team Member Relations Representative supports team member relations across the organization by providing guidance, coaching, and support to Team Members and Managers. The role helps foster a respectful, compliant, and productive work environment and requires fluency in English and Spanish to support a diverse workforce. Acting as a liaison among Operations leadership, the People team, and Legal, the Representative reviews and assesses concerns, determines whether they require consultation or formal investigation, and oversees internal investigations into complaints and disciplinary matters involving Team Members and Managers. The role works with Team Members and restaurant leadership to support effective communication and consistent application of company policies, procedures, and legal requirements, while pursuing fair and equitable resolutions. This is a hybrid position based at Portillo’s Restaurant Support Center in Oakbrook, Illinois, with on-site presence required Monday through Thursday. Travel is required approximately 30% of the time, including occasional out-of-state travel. The position reports directly to the Director of People and Diversity and leads consultations with General Managers and Market Managers as a direct business partner. It also engages with executive and senior leadership and collaborates with People leaders, Legal, Operations, Payroll, Accounting/Finance, Marketing, and Information Technology.

Requirements

Bilingual fluency in English and Spanish.
At least three years of experience in employee relations or Human Resources.
Strong knowledge of multi-state employment laws and workplace investigation practices.
Excellent verbal and written communication skills, including the ability to handle sensitive conversations effectively.
Strong conflict resolution, coaching, and consulting skills.
Demonstrated critical-thinking and problem-solving ability in workplace situations.
Ability to manage multiple investigations and priorities while meeting deadlines.
Proficiency in Microsoft Office applications, including Word and Excel, and ability to prepare reports and documentation.
Ability to present information clearly to individuals and groups.
Ability to maintain confidentiality and exercise sound judgment.
Approximately 30% travel, including occasional out-of-state travel.
Hybrid work based at the Oakbrook, Illinois Restaurant Support Center, with on-site presence required Monday through Thursday.

Nice To Haves

Bachelor’s degree in Business, Human Resources, or a related field.
Experience presenting to small or mid-sized groups.
Investigation experience.
Experience facilitating training sessions and/or group discussions.
SHRM-CP, SHRM-SCP, PHR, or similar HR certification.
Association of Workplace Investigators (AWI) certification.
Experience supporting multi-unit environments such as restaurant, retail, or hospitality operations.
Experience supporting multi-state employers.

Responsibilities

Receive and review Team Member concerns submitted through calls, emails, and reporting systems; complete Navex intake and determine whether matters require consultation or formal investigation.
Provide guidance and coaching to Team Members and Managers when matters can be addressed through consultation, consistent with company policies and procedures.
Conduct fair and thorough investigations involving Team Members and Managers, and clearly document findings and recommendations.
Evaluate investigation findings and recommend resolutions that balance Team Member concerns, business needs, company policy, and legal compliance.
Review investigation outcomes with Team Member Relations leadership and recommend or determine appropriate next steps.
Obtain documentation and supporting information, including reporting forms, witness statements, video, and electronic data.
Ensure fair and consistent treatment of Team Members and leaders in employment matters.
Build working relationships with restaurant and field leadership to support consistent handling of team member relations matters.
Conduct in-restaurant Team Member roundtables to gather feedback and support workplace improvements.
Maintain accurate documentation of consultations and investigations in the Navex system and ensure concerns from various channels are documented and categorized.
Apply knowledge of company policies and employment laws when addressing concerns and investigations.
Support the development and improvement of investigation and resolution processes and procedures.
Deliver training or guidance as needed to improve understanding of company policies and expectations.
Partner with Legal as needed on investigations and maintain strict confidentiality when handling sensitive information.
Share roundtable feedback with Team Member Relations and restaurant leadership to support follow-up actions.
Direct benefits, leave, or accommodation matters to the appropriate partners.
Provide feedback on training needs based on Team Member and Manager complaints identified through Navex activity and relevant data.
Support cross-functional projects that improve compliance and Team Member experience.
Coach and train restaurant leaders to strengthen their Team Member relations capabilities.
Perform additional duties as assigned.