Employee Relations &  People Operations Manager - Support Services United States

Work Structure & Details

• Format: Hybrid

• Schedule: 3 days in office per week

• Location: Playa Vista, CA

Employee Relations  

• 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. 

People Operations & HR Inbox Administration  

• 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.  

Benefits Administration  

• 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.  

Process Improvement & Modernization  

• 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.

Performance measures  

•  Individual behaviour aligned to Our Way and Our Values.  
• Team engagement and stakeholder feedback results.  
• HR inbox response and resolution time improvements.  
• Employee relations case quality, consistency, and documentation standards.  
• Benefits administration service levels and employee experience outcomes.  
• Efficiency gains from automation, self-service resources, and standardized workflows.  

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