Customer relations manager Jobs in Boston, MA

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Employee & Labor Relations Manager

Join Mass General Brigham and Help Shape a Positive, Inclusive Workplace

At Mass General Brigham, our people are at the heart of everything we do. We are seeking an experienced Employee & Labor Relations Manager to lead employee relations, labor relations, and HR compliance initiatives across the organization. In this highly visible role, you will partner with leaders, employees, HR teams, and union representatives to foster a respectful, collaborative, and high-performing work environment while ensuring compliance with applicable employment laws, labor agreements, and organizational policies.
If you are passionate about building strong workplace relationships, resolving complex employee issues, and driving positive organizational culture, we encourage you to apply.

What You'll Do
•Lead and oversee all employee and labor relations activities, ensuring consistent application of employment policies, labor agreements, and regulatory requirements.
• Develop, implement, and enhance employee relations policies, procedures, and programs that support a fair, inclusive, and respectful workplace.
• Serve as a trusted advisor to leaders, managers, and HR partners on employee relations matters, including performance management, corrective action, workplace concerns, conflict resolution, investigations, and grievances.
• Manage labor relations activities, including collective bargaining agreement administration, contract interpretation, compliance, and labor-management partnerships.
• Partner with union representatives to maintain productive working relationships, address workplace concerns, and support successful labor-management outcomes.
• Lead or support contract negotiations, collective bargaining initiatives, and dispute resolution efforts.
• Conduct and oversee workplace investigations, providing recommendations that align with organizational values, policies, and legal requirements.
• Monitor changes in employment and labor laws, ensuring compliance and recommending policy or process updates as needed.
• Analyze employee relations trends and develop proactive strategies to strengthen employee engagement, leader effectiveness, and workplace culture.
• Collaborate with HR Centers of Excellence, Legal, and operational leaders on complex workforce matters and organizational initiatives.

Why Join Mass General Brigham?
• Be part of one of the nation's leading integrated healthcare systems.
• Make a meaningful impact on employee experience, organizational culture, and workforce effectiveness.
• Collaborate with experienced HR, legal, and operational leaders across a world-class healthcare organization.
• Contribute to a mission-driven environment committed to innovation, inclusion, and exceptional patient care.

Ideal Candidate
• Strong expertise in employee relations, labor relations, and HR compliance.
• Experience interpreting and administering collective bargaining agreements.
• Demonstrated success managing employee investigations, conflict resolution, and performance-related matters.
• Excellent communication, negotiation, and relationship-building skills.
• Ability to influence leaders and navigate complex workplace situations with professionalism and sound judgment.
• Knowledge of federal, state, and local employment laws and labor regulations.
• Commitment to fostering a respectful, inclusive, and high-performing workplace culture.

Join Mass General Brigham and help create an environment where employees can thrive, teams can succeed, and exceptional patient care can flourish.

Qualifications

• Bachelor's Degree Human Resources Management required
• Master's Degree Human Resources Management preferred
• 5-7 years experience in employee relations, labor relations, or HR management, preferably in the healthcare industry required
• 2-3 years Supervisory experience preferred

Skills for Success

• Strong knowledge of labor laws, regulations, and compliance requirements.
• Demonstrated experience in contract negotiation, administration, and interpretation.
• Ability to effectively handle and resolve complex employee relations issues, conflicts, and grievances.
• Excellent communication, interpersonal, and negotiation skills.
• Analytical and problem-solving abilities, with attention to detail and accuracy.
• Ability to maintain confidentiality, exercise good judgment, and work with sensitive information.

Additional Job Details (if applicable)

Working Model Required

Hybrid includes Wednesdays onsite weekly and planned ahead and scheduled for in person offsite negotiations.

• Required in-office is weekly; Wednesdays.
• M-F Eastern Business Hours required
• Planned negotiations are generally 1-2 days per week onsite, depending on the status of a contract.
• Hybrid model requires onsite workdays for business needs weekly / monthly, must be flexible for business need and negotiations planned
• Remote workdays require stable, secure, quiet, compliant work station with MGB issues equipment

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$99,465.60 - $144,643.20/Annual

Grade

8At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.