Customer relations manager Jobs in Philadelphia, PA

Strategic Advisor

Serves as a strategic advisor to executive and operational leaders, partnering across HRBP, Labor Relations, Legal, and operational leadership to identify workforce risks, address complex employee relations matters, support change initiatives, and strengthen leader capability. This role focuses on proactive conflict prevention and resolution across the enterprise and provides feedback to senior level leadership management on trends and concerns. The position requires strong interpersonal, analytical and problem-solving skills to drive positive changes and build trust.

Job Duties

• Risk Intervention and Workforce Climate Assessment: Partners with HRBPs, Labor Relations, Legal, and operational leadership to proactively assess organizational climate, leader effectiveness, engagement concerns, workplace disruption, and emerging workforce trends. Identifies potential risk areas before they escalate and recommends practical intervention strategies to address root causes.
• Complex Employee Relations Consultation: Provides subject matter expertise and consultative support on complex, sensitive, or high-risk employee relations matters. Advises leaders on consistent, timely, and policy-aligned responses that balance colleague experience, operational needs, compliance considerations, and organizational risk.
• Labor Relations Support and Risk Mitigation: Supports early identification of organizing risk indicators across the enterprise in partnership with Labor Relations and Legal. Assists with labor avoidance strategies, leader readiness, communication planning, and tactics designed to mitigate potential organizing activity and strengthen positive employee relations.
• Leader Coaching and Capability Building: Coaches executive, senior, and operational leaders on effective people leadership practices, conflict prevention, difficult conversations, performance concerns, culture-building, and trust restoration. Builds leader capability to recognize employee relations risk, respond appropriately, and sustain positive workforce relationships.
• Change Management and Workforce Transition Support: Supports enterprise leaders through organizational change, restructuring, workforce planning, leadership transitions, and operational changes that may affect morale, engagement, or labor risk. Helps identify stakeholder impacts, develop communication approaches, and promote consistent implementation across locations and workgroups.
• Trend Analysis and Executive Reporting: Monitors, analyzes, and synthesizes employee relations themes, engagement indicators, labor-sensitive concerns, and workforce feedback to identify patterns and emerging risks. Provides clear, actionable insights and recommendations to senior leadership to support proactive decision-making and enterprise-wide mitigation planning.
• Cross-Functional Partnership: Serves as a connector across HRBP, Labor Relations, Legal, Compliance, Operations, and other stakeholders to ensure coordinated responses to complex workforce matters. Facilitates alignment on roles, timing, communication, documentation, and follow-up actions.
• Training, Tools, and Readiness Support: Supports the development and delivery of leader education, labor awareness training, employee relations toolkits, talking points, and readiness materials. Reinforces consistent practices that help leaders address concerns early, communicate effectively, and maintain a positive employee relations environment.
• Documentation and Follow-Up: Maintains appropriate documentation of interventions, recommendations, themes, and outcomes. Tracks follow-up commitments, monitors effectiveness of action plans, and escalates concerns as appropriate to support accountability and sustained improvement.

Minimum Qualifications

• Bachelor's Degree in Human Resources, Labor Relations, Business Administration, Organizational Development, or a related field required.
• 5 years of progressive Human Resource experience, with demonstrated experience in employee relations, HR business partnership, labor relations, organizational effectiveness, or change management
• Strong interpersonal, analytical and problem-solving skills to drive positive changes and build trust.
• Experience advising senior leaders, executive leaders, or complex operational leadership teams on workforce matters, employee relations risk, performance concerns, culture, engagement, and organizational change.
• Knowledge of labor relations issues.

Preferred Qualifications

• Master's Degree in Human Resources, Labor Relations, Business Administration, Organizational Development, or related field preferred.
• PHR - Professional in Human Resources - HR Certification Institute
• SPHR - Senior Professional in Human Resources - HR Certification Institute
• CP - Certified Professional - Society for Human Resource Management
• SCP - Senior Certified Professional - Society for Human Resource Management
• CCMP - Certified Change Management Professional - PROSCI

Additional Qualifications

Physical Demands Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America