Manager, Associate Relations

Job Purpose

The Manager, Associate Relations serves as a trusted resource for addressing employee concerns and ensuring fair, consistent, and compliant workplace practices. This hybrid role combines employee relations expertise with investigative responsibilities, focusing on maintaining a respectful and legally compliant work environment.

Approximately 70% of the role involves conducting impartial, thorough investigations into complaints received through the Ethics & Compliance hotline, HR channels, or directly from employees. These investigations may include allegations of workplace misconduct, harassment, discrimination, retaliation, and policy violations. The remaining portion of the role centers on analyzing trends, identifying systemic risks, and partnering with HR, operations, and Legal leadership to implement proactive strategies and mitigations that strengthen organizational culture and reduce risk exposure.

Location: Boston or West Coast (remote)

Duties & Responsibilities

The primary responsibilities of this job include, but are not limited to:

• Serve as the primary contact for handling employee referred to the Associate Relations Team and ensure appropriate triage, investigation, and resolution of cases.
• Conduct  fair and unbiased, thorough, independent, and timely investigation into employee complaints, including concerns related to workplace misconduct, harassment, discrimination, and policy violations.
• Analyze and make appropriate recommendations regarding complex associate relations issues filed internally; exercise influence appropriately.
• Utilize the case management system to maintain detailed records of all complaints, investigations, findings, and resolutions in compliance with company standards and legal requirements.
• Utilize the Associate Relations Case Management Systemto correspond with the complainants, defendants, and witnesses in a timely manner  in order to document cases from intake to resolution.
• Review, understand, and apply Panera’s policies.
• Apply and maintain knowledge of employment harassment and discrimination laws, whistleblowing laws, rules of evidence, and other laws pertaining to investigation plans, investigations, reports and recommendations.
• Timely responding to inquiries from employees and managers regarding matters involving employment practices, policies, employment laws and compliance guidelines.
• Collaborate and consult with Legal and HR leadership to assist in the investigation high-risk associate cases and charges of discrimination, harassment, and retaliation filed through government agencies (EEOC, DOL, etc.).
• Ensure proper follow-up with involved parties to confirm resolution and address any lingering concerns.
• Provide coaching, counsel, and direction to associates, managers, and leaders to ensure fair employment practices.

•  Collect and analyze investigation results to help identify trends and areas of opportunity.
• Partner with HR and operational leadership on proactive associate relations and labor activity.

• Assist in managing projects and studies to proactively improve workplace engagement, retention, and risk mitigation.
• Partner with the HR Compliance team to ensure adherence to Company policy as well as local, state, and federal laws.
• Ability to manage longer term projects that respond to findings or trends discovered during the investigation process.

• Develop and deliver targeted training sessions for managers to handle employee concerns effectively, maintain compliance, and foster a respectful workplace culture.
• Provide anecdotal data to HR leadership in an effort to develop training materials.
• Performs other related duties as assigned.

Qualifications (Education & Experience)

• Preferred certifications: Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), or Society for Human Resource Management Certified Professional (SHRM-CP).
• Bachelor’s degree in Human Resources, Business, or related discipline preferred
• Minimum 3-5 years of investigation, human resources, and/or employee relations experience required at a company with more than 20,000 employees.
• Experience in managing employee hotline complaints and conducting investigations.
• Proficiency in conducting interviews, gathering evidence, and preparing detailed investigation reports.
• Thorough understanding of state and federal laws concerning labor relations.
• Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Bilingual – English/Spanish is preferred.
• Strong business acumen and the ability to analyze statistical data to identify areas of focus.

• Excellent communication, critical thinking, problem-solving, time management and organizational skills.
• Ability to analyze and present investigation data to stakeholders.
• Ability to responsibly use AI tools to help improve the efficiency of the investigation process.
• Ability to remain tactful and calm in controversial and confrontational situations.

• Proficiency in Microsoft Office products and experience using matter management software.
• Demonstrated experience working effectively and accurately in a high-volume, fast-paced environment.
• Capable of establishing and maintaining effective relationships with all levels of the organization.
• Prior experience providing confidential counseling and coaching to all levels of the organization.
• Able to work successfully and self-motivated in an independent and remote setting.

Working Conditions

• Required travel – Up to 25%
• Willingness to work nights and weekends to align with associate scheduling

Physical Requirements

• While performing this job, the incumbent is regularly required to stand, sit, talk, hear & use hands and fingers to operate keyboards.

Direct Reports

• This position will not have direct reports at this time but could manage analysts and coordinators in the future.

Salary: $119,634 - $167,488

Equal Opportunity Employer: Disabled/Veterans

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.