Customer relations manager [h1.location_city]

Make a meaningful difference to patients around the world. Our talented people are central to the future of Edwards Lifesciences, which is why our Human Resources teams help design, guide, and deliver inspiring experiences for our people. With a fundamental understanding of how to build a supportive community and organizational capability, you’ll deliver solutions to attract and retain talent. Your work will enable our teams to thrive as they help patients live healthier and more productive lives.

As Manager, Employee Relations at our Draper Manufacturing facility, you’ll foster a positive, inclusive workplace by guiding employee concerns, supporting ER training, and leading initiatives that promote fairness and compliance. You’ll use data to identify trends, drive continuous improvement, and ensure consistent delivery of Employee Relations programs. Your thoughtful leadership will help integrate new policies and shape a meaningful employee experience across the region.

You will make an impact by...

Managing, and delivering ER solutions, including process design and enabling technology. Align with HR and ER strategic goals to lead an organization of deep subject-matter expertise and innovative solutions to consult on ER programs, processes, and people, delivering scalable, best-in-class employee relations solutions.

Overseeing ER service delivery operations, responding to escalated service demands as needed (e.g., complex investigations, case volume, performance issues, process execution, disciplinary action, etc.)

Influencing colleagues, customers, and collaborators to ensure acceptance of and compliance with new processes and tools. Manage adoption of new scope of work, including knowledge development to support consultation.

Collaborating with other ER Regions to provide a consistent application of ER best practices.

Identifying ways to innovate, improve, scale, and leverage enabling technology. Oversee implementation of continuous improvement opportunities to current processes utilizing ER case management system. Ability to identify trends through use of data analytics.

What you’ll need (Required) :

Bachelors Degree in Business Management, Human Resources, Organizational Development or other related field

8 years of previous Human Resources related work experience

Occasional travel, up to 10% annually, may be required to support business needs

What else we look for (Preferred) :

Experienced HR Business Partner with strong employee relations expertise and a background supporting manufacturing site operations.

Experience and understanding of HR enabling technologies (e.g., case management, employee and manager self-service) within a customer service environment (ServiceNow preferred).

Experience with an ERP system (Workday preferred).

Experience working collaboratively to facilitate the delivery of employee relations programs across numerous locations.

Experience with Microsoft tools and applications.

Strong knowledge of Employee Relations processes, ER-related regulations and requirements, and services administered within ER Function.

Knowledge of HR policies and procedures, standard business practices and professionalism in a customer service environment.

Specialized knowledge of end-to-end solutions related to Employee Relations.

Detail-oriented and high work standards in support of seamless execution.

Strong analytical and problem-solving skills.

Ability to interact with all levels of employees.

Proven relationship management experience with the ability to develop trust and influence positive outcomes.

Ability to drive issues to resolution while maintaining an atmosphere of collaboration and confidentiality.

Strong team collaboration and ability to support and motivate others to achieve goals / targets.

Capable of acting decisively while thinking strategically.

Ability to balance workload and competing priorities.

Excellent judgment, and ability to maintain confidentiality and act discreetly.

Successful record of improving and executing programs as scale.

Excellent verbal and written communication skills.

Edwards is an Equal Opportunity / Affirmative Action employer including protected Veterans and individuals with disabilities.

COVID Vaccination Requirement

Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.