Employee Relations Consultant

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

Toast’s Employee Relations (“ER”) function is responsible for engaging with employees and leaders at critical moments in the employee life cycle to ensure an equitable, inclusive, and respectful experience for all employees consistent with Toast’s policies, values, and culture. The Employee Relations Consultant will report to the Sr. Manager, Employee Relations and support the Customer Care organization within Toast, a Call Center environment primarily based in Omaha, NE, by providing employees, leaders, People Success Partners (PSPs), Performance Consultants and other stakeholders with ER expertise and services, including: leading workplace investigations, policy creation and interpretation, consultation on performance management, consultation on leaves of absence and medical accommodations, workplace training, organizational change assessment, crisis response, conflict resolution, case data analytics, and other workplace projects impacting the employee experience. 

The Employee Relations Consultant must be able to perform work with little supervision, exhibit superb written and verbal communication skills, handle a wide range of complex and highly sensitive employment situations with great efficiency, and demonstrate strong emotional intelligence to skillfully interact with employees at all levels of the organization who have a wide range of experiences and backgrounds. This position can be remote or hybrid and will experience moderate travel.

About this roll* (Responsibilities) 

• Culture & Collaboration: Foster a positive and inclusive work environment aligned with company values. Promote teamwork, trust, and open communication within the Customer Care team.
• HR Policy & Compliance: Serve as a subject matter expert on HR policies and procedures. Advise, educate, and ensure adherence to regulations, promoting a fair and consistent workplace.
• Investigations & Conflict Resolution: Conduct thorough and impartial workplace investigations, ensuring due process and confidentiality. Manage conflict resolution effectively, facilitating productive conversations and outcomes.
• Employee Support: Provide empathetic guidance and support to employees throughout the employee relations process. Coach managers on handling sensitive situations and navigating challenging conversations.
• Data & Insights: Proactively analyze employee relations data to identify trends and root causes. Provide actionable insights and recommendations to prevent issues and promote a healthy workplace.
• Manager Enablement: Partner with the People team to develop and deliver training programs that empower managers to effectively handle employee relations matters.
• Cross-Functional Collaboration: Collaborate effectively with the Legal, People team, and other departments to navigate complex …