Director, HR Operations & Employee Relations

We have an opening in our Human Resources department for a Director, HR Operations & Employee Relations . We are passionate about the environment while delivering life sustaining, high quality water service to families and communities. We embrace progress, provide training & development to inspire success in every aspect of our business and culture. In addition, we provide a competitive benefits package and 401(K).


This is a hybrid work opportunity, meaning that employees are eligible to work remotely for part of the work week, dependent on job function and business needs.

Job Description

The Director, Employee Relations & HR Operations (Enterprise) is a pivotal leader responsible for architecting and operationalizing a modern HR delivery model that balances enterprise-wide consistency with local responsiveness. Reporting to the Chief Human Resources Officer (CHRO) and partnering closely with the HR Leadership Team, this role leads enterprise employee relations strategy and execution while building scalable HR operations-processes, service delivery, systems, and governance-to improve efficiency, compliance, and employee experience.


This leader will strengthen how HR "runs" across the organization by establishing a clear operating model, defining service standards, modernizing case management and policy governance, integrating HR technology and data, and ensuring consistent, high-quality support for employees and leaders.


This role may have direct reports and will build and/or lead a team aligned to enterprise priorities.


Key Outcomes (What Success Looks Like):

• Implemented a scalable HR operating model (e.g., hub-and-spoke/shared services) with clear governance and role clarity.

• Established consistent, measurable HR service delivery standards (SLAs, case handling, knowledge management, escalation paths).

• Strengthened employee relations, accommodations and leave practices with improved case quality, documentation, timeliness, and trend-based prevention.

• Delivered streamlined HR operational processes (standardized workflows, automation/self-service where appropriate).

• Improved HR data integrity and reporting through HR systems integration and dashboarding.

• Reduced compliance/audit risk through standardized controls, policy governance, and disciplined case management.

Primary Responsibilities:


1) Enterprise Employee Relations Leadership

• Lead the enterprise employee relations function, including intake, triage, investigation oversight, resolution strategy, documentation, and closure standards.

• Provide expert counsel to leaders and HR partners on performance management, conduct, workplace conflict, accommodations coordination (as applicable), and separation risk.

• Develop and maintain ER frameworks, playbooks, templates, and training that drive consistent decision-making and high-quality outcomes.

• Own enterprise ER case management standards, including severity tiers, escalation protocols, legal/vendor coordination, recordkeeping, and audit-ready documentation.

• Analyze ER trends (root causes, hotspots, recurrence) and partner with HR/Business leaders to implement proactive interventions (manager capability, policy clarity, targeted training, culture actions).

• Support complex or sensitive matters with high judgment, confidentiality, and effective stakeholder management.

2) Design and Implement a Scalable HR Operating Model (Shared Services / Hub-and-Spoke)

• Lead the transition to and/or evolution of a shared services structure, establishing clear governance, standardized processes, and robust systems that enable both centralized oversight and empowered local execution.

• Develop a hub-and-spoke framework where core HR operations are managed centrally (e.g., HR Hub/Help, case management, policy governance, process ownership) while HR business partners focus on strategic, workforce, and local business needs.

• Clarify service catalog, ownership, decision rights, escalation paths, and RACI across HR functions (HRBPs, COEs, HR Ops, Payroll/Benefits, Talent, etc.).

3) Advance Process Maturity and Service Excellence

• Build an operating rhythm for HR Ops: intake trends, SLA reviews, quality audits, knowledge base updates, and cross-functional issue resolution.

• Establish HR data governance practices (definitions, ownership, access, quality checks) to enable data-driven decisions and consistent reporting.

5) Develop and Deliver Consistent Service Standards (HR Hub, Ticketing, Case Management)

• Establish and maintain enterprise standards for HR service delivery, including ticketing system consolidation, knowledge management, policy governance, and case management practices.

• Ensure employees and managers have access to consistent, high-quality support through a centralized HR Hub, with clear channels, published expectations, and quality controls.

• Create/maintain a service catalog and communications that drive clarity on "how HR supports you" and what employees/managers can expect.

6) Change Management & Organizational Effectiveness Support

• Partner with business leaders and HR colleagues to advance structured HR change management practices (communications, readiness, adoption, reinforcement).

• Support integration of acquired entities and evolution of the HR operating model to enable enterprise transformation.

• Align HR operational priorities with enterprise strategy, reducing friction and driving adoption of new practices and tools.

7) Promote Accountability, Delegation, and Team Empowerment

• Build a culture of accountability and empowerment within HR teams through clear goals, ownership, delegation, and development.

• Create capacity transparency (workload/volume, staffing needs, process bottlenecks) and implement sustainable practices that support well-being and high performance.

• Lead, coach, and develop direct reports (if applicable) and influence cross-functional partners.

8) Compliance, Controls, and Risk Mitigation

• Lead review and standardization of compliance controls (including SOX-related HR controls where applicable), streamline approval processes, and reduce administrative burden while strengthening governance.

• Proactively identify risk patterns and implement preventative controls, training, and policy updates.

• Maintain strong documentation discipline and audit readiness across ER and HR Ops.

Scope & Key Stakeholders:

• Reports to: Chief Human Resources Officer (CHRO)

• Partners with: HR Leadership Team, HRBPs, COEs (Talent, Total Rewards, DEI/Engagement as applicable), Legal, Compliance, Finance (controls), IT/HRIS, Payroll/Benefits, business leaders

• Team leadership: Role may lead direct reports and/or a blended team (HR Hub, ER, case managers, HR ops analysts)
  
  
  Core Competencies:
  
  
  
  • Sound judgment, confidentiality, and the ability to manage high-risk, sensitive matters.
  • Systems thinking; ability to connect people/process/technology into scalable service delivery.
  • Strong executive presence and stakeholder influence.
  • Data-driven decision making; ability to translate trends into action.
  • Operational discipline with a continuous improvement mindset.
  Measures of Performance (Examples):
  • ER case timeliness, quality, and consistency (audit results, documentation completeness, escalation appropriateness).
  • HR Hub/service delivery SLAs: time to first response, time to resolution, backlog health, customer satisfaction.
  • Reduction in repeat issues through trend-based prevention (hotspot reduction, manager capability metrics).
  • Process cycle-time improvements and automation adoption rates.
  • HR data quality improvements and reporting reliability.
  • Compliance/control effectiveness (audit findings, control exceptions, policy adherence).
  Working Conditions:
  • Work involves handling sensitive/confidential information; discretion is required.
  • May require periodic travel to support business units, investigations, or collaboration (as applicable).

Minimum Qualification


Required Qualifications:

• Progressive HR leadership experience with a strong track record in employee relations and HR operations/service delivery.

• M&A integration or multi-entity standardization experience.

• Demonstrated expertise or certification in Employee Relations to support ER case strategy, investigations oversight, documentation, and outcomes management.

• Experience designing or operating HR service delivery models (shared services, HR hub, ticketing/case management, service catalog, SLAs).

• Strong process improvement capability (process mapping, standardization, automation, continuous improvement).

• Comfort with HR systems and reporting (HRIS/HCM, dashboards, data governance); experience integrating or optimizing platforms strongly preferred.

• Proven ability to influence senior leaders, handle sensitive matters with discretion, and drive change across an enterprise.

Preferred Qualifications:

• Experience implementing or consolidating ticketing/case management tools and building HR knowledge bases.

• Experience with enterprise controls/compliance (SOX-related HR controls or similar governance frameworks).

• Experience building teams, coaching managers, and establishing performance standards.

Compensation Type


Annual Salary


Compensation Range


Grade 10 - Salary


$ 124,022.00 - 223,196.00

Primary Work Location


93 West Main Street
Clinton, Connecticut, 06413
United States


Work Environment and Physical Demands Code


I - Indoor

EEO Statement
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, pregnancy, gender, gender identity, sexual orientation, marital status, protected veteran or other status protected by federal, state, and local laws.