Position Purpose:

The Director, Associate Relations is a people leader responsible for supervising and developing the AR Specialists and Managers ensuring the consistent, accurate, and effective execution of the Associate Relations function nationwide. This role provides team level governance, supports capacity and escalation management, and partners with field leadership. The Associate Relations Director focuses on execution and operational excellence to help identify process improvements to enhance efficiency and usability.

Key Responsibilities:

Leader Coaching & Enablement

• Serve as head of Associate Relations function, with full accountability for performance management, goals setting, calibration, development planning and corrective action as needed.

• Act as the final internal escalation point for complex or sensitive associate relations matters before involvement of HRBPs or Associate Relations leadership.

• Provide team-level coaching on effective execution (HR policies, procedures and associate relations practices) and calibration to reduce variability in decision-making and execution quality.

• Lead onboarding, training, and continuous development for Associate Relations associates, ensuring readiness to execute enterprise programs independently.

• Conduct regular quality reviews of Associate Relations Team to identify trends, coaching opportunities, and systemic execution gaps, while monitoring workload balance and maintaining coverage.

Risk Identification & Feedback Loops

• Monitor associate engagement trends, risk indicators, and execution gaps across assigned regions.

• Proactively identify emerging risks and execution challenges and communicate findings to HRBPs and COEs.

• Provide structured, data-informed feedback to improve enterprise programs, tools, and processes.

HR Program & Policy Execution

• Execute enterprise HR policies, programs, and initiatives consistently across all supported locations.

• Support communication and rollout of HR programs developed by COEs, ensuring clarity and adoption in the field.

• Partner with COEs to support updates to all HR policies and associate handbook content, without redesign or customization.

Metrics & Continuous Improvement

• Own team-level HR Execution metrics, including case quality, timeliness, consistency, escalation trends, engagement outcomes and recognition participation.

• Track escalated issues to ensure timely follow-up and resolution and enable HRG operational efficiency.

• Hold HRGs accountable for meeting defined performance and execution standards.

• Identify systemic execution gaps and drive corrective actions through training, process refinement, or escalation to COEs.

• Ensure follow-through on escalated issues and removal of execution barriers impacting HRG & Sr. HRG effectiveness.

• Participate in enterprise HR initiatives and projects as assigned.

Direct Manager/Direct Reports:

• Reports to: VP of HR

• Direct Reports: Specialists, Manager, Senior Manager

Travel Requirements:

Must be able to travel up to 30% to attend meetings, branch visits

Physical Requirements

• Ability to sit for extended periods

• Ability to work at a computer and attend virtual and in-person meetings

Working Conditions

• Professional office or remote environment

• Operates in a dynamic, collaborative, and fast-paced environment.

• Must manage multiple priorities efficiently while responding swiftly to employment-related inquiries and policy updates.

Minimum Qualifications

• Proven experience supporting field leaders in a multi-location or regional environment

• Working knowledge of federal, state, and local employment laws

• Strong analytical, problem-solving, and risk assessment skills

• Excellent verbal and written communication skills

• Demonstrated ability to operate within defined decision rights and enterprise standards

• High level of integrity, judgment, and professionalism

Preferred Qualifications

• Advanced HRIS reporting and analytics capability

• Experience leading and developing HR professionals

• Experience supporting enterprise change initiatives

• Demonstrated success driving consistency and reducing variability across locations

• Proactive compliance mindset with strong execution discipline

Minimum Education:

Bachelor’s degree in Human Resources, Business Administration, or equivalent experience.

Preferred Education:

None.

Minimum Years of Work Experience:

• Minimum of 6 years of professional HR experience, with a focus on associate relations and HR advisory services.

• At least 3+ years of people management experience is preferred.

Certifications: Not required

Preferred: SHRM-SCP, SPHR, or equivalent certification

Competencies:

• People Leadership & Team Development

• Associate Relations & Case Management

• Policy Execution & Consistency

• Risk Identification & Escalation

• Frontline Leader Coaching

• Enterprise Execution Discipline

• HR Program Implementation

• Metrics Awareness & Continuous Improvement

• Strong judgment, confidentiality, and professionalism

Work Location:

Hybrid or in-office

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Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance. All benefits subject to eligibility.

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