Sr. Manager, Associate Relations Operations & Governance
Why Join GEICO? At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. Role Overview This role is responsible for translating Associate Relations strategy into consistent, high‑quality execution across the enterprise. You will lead the design, implementation, and continuous improvement of workflows, governance standards, and quality mechanisms that ensure fair, consistent, and defensible outcomes in how associate relations work is delivered. You will focus on strengthening the operational backbone of the function—establishing clear expectations, standardizing processes, improving decision consistency, and enabling teams through tools, templates, documentation, and training. This role partners closely with Associate Relations leadership, HR, Legal, and Compliance to ensure execution aligns with enterprise standards and risk requirements.
Key Responsibilities
Operations & Process Excellence Design, implement, and continuously improve end-to-end Associate Relations workflows, including case intake, triage, investigation, escalation, and resolution. Standardize processes across teams to drive consistency, efficiency, and scalability. Define and operationalize service expectations (e.g., SLAs, case handling standards, documentation requirements). Identify process gaps and inefficiencies; lead initiatives to streamline workflows and reduce variability in execution. Governance & Decision Quality Establish and maintain governance frameworks that ensure consistent, fair, and defensible decision-making across cases. Develop and enforce standards for investigations, corrective actions, and policy interpretation. Partner with Legal and Compliance to ensure alignment with regulatory requirements and risk mitigation strategies. Conduct structured reviews of complex or high-risk cases to ensure adherence to standards and sound judgment. Quality Assurance & Continuous Improvement Build and lead a formal quality assurance program, including audits, case reviews, and calibration sessions. Define quality metrics and monitor adherence to standards across the function. Identify trends in decision variability, documentation quality, and investigative rigor; drive targeted improvements. Partner with leadership to implement corrective actions and elevate overall function maturity. Tools, Templates & Documentation Develop, standardize, and maintain core tools and templates (e.g., investigation plans, interview guides, case summaries, decision frameworks). Ensure clear, consistent documentation standards that support defensibility and transparency. Partner with technology teams (e.g., HR systems, HR Acuity) to optimize system workflows, data capture, and reporting. Training & Capability Enablement Design and deliver training programs for Associate Relations team members and HR partners on processes, tools, and expectations. Establish onboarding and continuous learning frameworks to build consistency in investigative approach and decision-making. Lead calibration forums to align on standards, judgment, and interpretation of policies. Reinforce expectations for documentation quality, case management discipline, and consistency in execution. Insights & Reporting Track and analyze operational and quality metrics (e.g., cycle times, adherence to SLAs, quality scores, rework rates). Identify systemic issues affecting consistency, efficiency, or risk. Provide regular reporting and insights to Associate Relations leadership to inform improvements and decision-making.
Qualifications
Bachelor’s degree in Human Resources or related field; relevant certifications preferred. 8–10 years of experience in Associate Relations, Employee Relations, HR Operations, or a related field. Strong experience designing and improving processes, workflows, or operating procedures in complex organizations. Working knowledge of employment law, investigations processes, and employee relations risk. Experience building or leading quality assurance, audit, or governance programs. Proven ability to translate strategy into practical tools, processes, and standards. Strong analytical and problem-solving skills, with a focus on operational rigor and continuous improvement. Excellent communication skills with the ability to drive clarity, consistency, and adoption across teams. High attention to detail, sound judgment, and commitment to fairness and consistency. #LI-EW1 Annual Salary $115,825.00 - $189,625.00 The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. The GEICO Pledge: Great Company: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future. The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants. At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. Opportunities for Students & Grads Learn more about GEICO Benefits