Customer relations manager Jobs in Austin, TX

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work / life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You’ll Be Doing :

The Senior Employee Relations (ER) Manager will act as a key advisor to the organization, providing expert guidance on employee relations issues, conducting complex investigations, ensuring compliance with employment laws, and developing strategies to foster a positive workplace culture. The role will serve as a point of escalation for complex employee concerns and provide coaching to managers on conflict resolution and policy interpretation; essentially overseeing all aspects of employee relations within Evolent, with a focus on proactive prevention and strategic solutions. This person will partner with the right talent partner on employee relations investigations, work closely with Compliance on calls that come into the hotline, and ensure that the Talent Partner is kept up to date on any issues and or investigations that come into the organization.

Collaboration Opportunities :

You will provide guidance and support to managers and employees on HR policies, procedures, and employment practices, including Performance Coaching Plans (PCPs). The Sr ER Manager will investigate and resolve employee grievances, conducting thorough and impartial investigations in a timely manner Please note, HR for HR will be a separate function.

What You Will Be Doing :

Investigations and Conflict Resolution : Lead and manage complex workplace investigations, including gathering evidence, interviewing witnesses, and documenting findings to ensure fair and impartial outcomes; mediate disputes between employees and managers to resolve conflicts constructively. A large part of this role is ensuring that the appropriate talent partner is kept up to date on any issues / investigations, partnering as needed.

Policy Interpretation and Compliance : Provide expert advice to leaders on interpreting company policies and ensuring compliance with relevant employment laws, including federal, state, and local regulations.

Employee Relations Strategy Development : Develop and implement proactive employee relations strategies to address potential issues, promote a positive work environment, and proactively identify areas for improvement. This role will help support AskTalent questions that are submitted by employees

Coaching and Training : Train and scale leaders at Evolent on effective employee relations practices, conflict resolution techniques, performance management, and disciplinary action procedures. A large part of the role will be teaching how to manage performance.

Reporting and Analysis : Monitor employee relations trends and identify patterns, to inform decision-making on HR strategies and organizational development.

Stakeholder Management : Collaborate with legal counsel, Talent business partners, and senior leadership to address complex employee relations issues and ensure alignment with organizational goals.

Qualifications - Required and Preferred :

Bachelor's Degree or above (Masters preferred), or 6+ years of experience in handling / leading sensitive and / or highly visible investigations or compliance work.

Understanding of employment law implications on compliance issues and investigations and the ability to escalate for Legal attention as required.

Experience with developing and delivering effective ER, Compliance, and training materials to a variety of audiences with consistency.

Experience managing, coaching, and mentoring teams. Skilled at managing up and keeping leadership informed of critical matters.

Expert written and verbal communication skills.

Experience handling multiple and complex projects simultaneously, and working in an environment that requires flexibility, innovation, superb customer service skills, and organization.

Track record of strong collaboration skills.

Ability to bring complex projects to fruition in a timely manner.

Technical Requirements :

We require that all employees have the following technical capability at their home : High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact [email protected] for further assistance.

The expected base salary / wage range for this position is $110,000-$120,000. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

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