Manager, Associate Relations

Manager, Associate Relations

At Panera, we believe in “One Panera for a Healthier, Happier World” and our Legal Department is an integral part of ensuring that this mission comes to life across the organization. The Manager, Associate Relations serves as the primary point of contact for addressing employee complaints and concerns, ensuring thorough and timely investigations while promoting fair employment practices.

Duties & Responsibilities

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

• Serve as the primary contact for handling employee concerns received through the hotline 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 System (Navex) to correspond with the complainants, defendants, and witnesses in a timely manner in order to document cases from intake to resolution.
• 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 and to promote a diverse and inclusive environment while abiding by employment legislation.

• Partner with HR leadership on proactive associate relations and labor activity.

• Assist in managing projects and studies to proactively improve workplace engagement, retention, and risk mitigation. After collecting and analyzing the information, make recommendations on changes.
• Partner with the HR Compliance team to ensure adherence to Company policy as well as local, state, and federal laws.

• 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 associate relations experience required. Preferred industries include food service, retail, call centers, and shared services.
• Experience maintaining a large caseload of associate relations cases required.
• 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 remain tactful and calm in controversial and confrontational situations.

• Proficiency in Microsoft Office products.
• Demonstrated experience working effectively and accurately in a high-volume, fast-paced environment.
• Ability to effectively manage and prioritize multiple tasks.
• 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 10%
• 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.

Newton Support Center