Overall Responsibilities● Lead Employee/Labor Relations: Oversee and own end to end investigations, negotiations, administration of CBA, complex service inquiries and performance issues, ensuring high-quality resolution and associate satisfaction.● Mentor and Train Staff: Provide guidance, training, and support to junior team members to enhance their skills and improve overall team performance.● Develop and Implement Procedures: Reorganize and refine processes and procedures to improve efficiency and service quality.● Monitor Performance Metrics: Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and associate satisfaction scores to ensure targets are met.● Handle Escalated Issues: Address and resolve escalated associate complaints and concerns that require advanced problem-solving and negotiation skills.● Collaborate with Other Departments: Work closely with other departments (e.g., LOA, compensation) to address associate feedback and drive improvements in products or services.● Maintain Product Knowledge: Stay up-to-date with industry trends (NLRB) to provide accurate and relevant information to associates.● Conduct Performance Reviews: Evaluate and provide feedback on the performance of team members, identifying areas for development and improvement.● Manage Special Projects: Lead or participate in special projects aimed at enhancing Employee/Labor Relations operations or addressing specific business needs.