Senior Team Member Relations Representative

Job Category: Restaurant Support Center
Schedule: Full time

Job details


Must be Bilingual, Fluent in Spanish

The Sr. Team Member Relations Representative plays a critical role in facilitating higher-level investigations within Portillo’s People team. Tasked with cultivating a workplace characterized by fairness and inclusivity, this role ensures the preservation of the company’s employment brand by consistently addressing team member and company interests in an equitable manner. In addition to supporting the ongoing refinement of Portillo’s People department, this position collaborates closely with various People management and broader teams, including People Business Partners, field management, Legal, and other internal stakeholders, to provide strategic counsel and serve as a proactive consultant to the business, extending support to Portillo’s Food Service initiatives.

The Sr. Team Member Relations Representative fosters effective communication and maintains positive relationships with team members to bolster overall satisfaction. Moreover, this role is instrumental in conducting thorough investigations into complex and sensitive team member relations issues, offering guidance and recommendations to both managers and team members. By spearheading these higher-level investigations, this position contributes significantly to the resolution and prevention of workplace conflicts, thereby promoting a harmonious and productive organizational environment.



Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:


Family:  Work together to make everyone feel at home, and we step up when someone needs help

·       Lead and oversee higher level investigations into team member complaints, effectively resolving conflicts and recommending appropriate corrective actions in line with organizational policies and legal requirements.

·       Conduct thorough internal investigations to gather the facts of reported employee concerns to determine any policy violations. 

·       Act as the subject matter expert on company policies, team member concerns, consultations, disciplinary procedures, and action plans, ensuring adherence to established protocols and best practices.

·       Provide feedback on programs, policies, and procedures designed to mitigate risks and promote fairness and equity in team member relations and business decisions, thereby safeguarding the organization against potential liabilities.

·       Offer guidance and support in formulating the company’s response to crisis situations, providing strategic input to ensure a timely and effective resolution.

·       Conduct round tables to gain valuable insight into Team Member engagement, satisfaction, concerns and perspective. Shares feedback with leadership,

·       Provide recommendations and guidance on performance management.

·       Assess the severity, involve appropriate individuals and facilitate appropriate action based on policy and company precedent. 

  Greatness: We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

·       Partner on cross-functional project teams to develop comprehensive Team Member Relations programs and materials, ensuring alignment with organizational objectives and values.

·       Collaborate closely with legal counsel and various departments to address legal considerations and ensure compliance with regulations related to investigations.

·       Provide support to management in the development of team members through coaching and mentoring initiatives, fostering a culture of continuous learning and growth.

·       Stay abreast of evolving team member relations trends, regulations, and legal requirements, incorporating this knowledge into organizational practices and policies.

·       Participate in unemployment hearings, agency claims, and legal proceedings, offering testimony and monitoring proceedings to safeguard the organization’s interests and ensure compliance with legal obligations.


Energy:  We move with urgency and passion, while maintaining attention to detail

·       Communicate and clarify policies and procedures to team members, ensuring full understanding and compliance with legal requirements.

·       Oversee and assist the rollout and ongoing implementation of Team Member relations programs ensuring seamless integration and maximum impact.

·       Analyze investigations data and provide trend information to appropriate parties as well as strategic actions to address the themes and trends within a business. 

Fun:  We entertain our guests, we connect authentically, and we make each other smile

·       Subject matter expert and facilitator for Team Member and Manager training relating to employee policies and compliance in partnership with legal.

·       Demonstrate self-discipline in efficiently managing time and juggling multiple projects to meet deadlines and deliver exceptional results.

·       Fulfill any additional duties as assigned, contributing to the overall success and effectiveness of the team and organization.



This position reports to the Director of Team Member Relations and leads and manages the General Managers/Market Managers as his/her direct business partner. The Sr. Team Member Relations Representative interacts with executive and senior leadership, other People leaders, as well as Legal, Operations, Payroll and Accounting/Finance, Marketing, and Information Technology.



Educational Level/Certifications

·       Bachelor’s degree in Team Member Relations, Human Resources, or related field preferred

·       SHRM Certification and/or PHR Certification

·       AWI Certification – Association for Workplace Investigations

Work Experience, Qualifications, Knowledge, Skills, Abilities

·       Five years of professional experience in human resources, with a preference for at least two-three years specifically focused on employee relations, or equivalent expertise gained through training, education, and relevant experience.

·       Exceptional oral and written communication skills, facilitating effective interaction and collaboration across all levels of the organization.

·       In-depth knowledge of state and federal laws governing labor relations, ensuring compliance and informed decision-making.

·       Proficiency in comprehending, interpreting, and applying relevant laws, regulations, ordinances, and policies to support organizational objectives.

·       Demonstrated expertise in dispute resolution, coupled with strong judgment and decision-making capabilities.

·       Ability to maintain composure, diplomacy, and persuasiveness in challenging or confrontational situations.

·       Proven experience in successfully implementing organizational change in dynamic environments.

·       Outstanding leadership qualities with a track record of nurturing and sustaining high-performing teams.

·       Strong presentation skills and the ability to engage effectively with executives.

·       Aptitude for managing multiple priorities while maintaining strong organizational and prioritization skills.

·       Exceptional ability to build consensus among diverse stakeholders.

·       Fluency in both English and Spanish is required.

·       Multi-unit experience (e.g. retail, hospitality, restaurant)

·       Multi-state employer experience.

Travel Requirement

  • Travel may be required 30% of the time including out-of-state travel on occasions.
  • Restaurant Support Center 3 days per week (Tuesday, Wednesday, Thursday)








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