Team Member Relations Representative - Bilingual

Job Description:

POSITION SUMMARY

The Team Member Relations Representative - Bilingual plays a critical role in supporting team member relations across the organization by providing guidance, coaching, and support to both Team Members and Managers to foster a respectful, compliant, and productive work environment. This role requires fluency in both English and Spanish to effectively support our diverse workforce.

Serving as a liaison between Operations leadership, the People team, and Legal on team member relations matters, the Representative is responsible for reviewing and assessing concerns, determining whether matters require consultation or formal investigation, and overseeing internal investigations into Team Member complaints and disciplinary matters involving both Team Members and Managers. Working closely with Team Members and restaurant leadership, this role supports effective communication and consistent application of company policies, procedures, and legal requirements while working toward fair and equitable resolutions.

This is a hybrid position based at the Portillo’s Restaurant Support Center in Oakbrook, Illinois with on-site presence required Tuesday through Thursday.

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

• Receive and review Team Member concerns through calls, emails, and reporting systems, completing Navex intake to determine whether matters require consultation or formal investigation
• Provide guidance and coaching to Team Members and Managers when matters can be addressed through consultation, ensuring alignment with Company policies and procedures
• Conduct fair and thorough investigations involving Team Members and Managers, documenting findings and recommendations clearly
• Evaluate investigation findings and recommend resolutions that balance Team Member concerns, business needs, company policy, and legal compliance
• Review investigation outcomes with Team Member Relations leadership to recommend and determine appropriate next steps
• Obtain necessary documentation and supporting information, including reporting forms, witness statements, video, and electronic data
• Ensure fair and consistent treatment of Team Members and leaders in all employment matters
• Build strong working relationships with restaurant and field leadership to support consistent handling of team member relations matters
• Conduct in-restaurant Team Member round tables to gather feedback and support improvements to the workplace

• Maintain accurate documentation of consultations and investigations within the Navex system
• Ensure concerns submitted through various channels are properly documented and categorized
• Apply knowledge of Company policies and employment laws when addressing concerns and investigations
• Support development and improvement of investigation and resolution processes and procedures
• Deliver training or guidance as needed to improve understanding of Company policies and expectations
• Partner with Legal as needed on investigations
• Maintain strict confidentiality when handling sensitive information
• Share roundtable feedback with Team Member Relations leadership and restaurant leadership to support follow-up actions

• Proactively direct any benefits, leave, or accommodation matters to the appropriate partners for resolution
• Provide insightful feedback regarding additional training needs, guided by Team Member and Manager complaints identified through Navex activity and relevant data, fostering continuous improvement and skill enhancement
• Support cross-functional projects that improve compliance and Team Member experience

• Provide coaching and training to restaurant leaders to strengthen Team Member relations capabilities
• Demonstrate…