Team Member Experience Manager - REMOTE
Service Coordination, Inc.3.6
Remote Frederick, MD
Job details
$88,900 - $133,300 a year
Full time
Job description

Job Title: Team Member Experience Manager FLSA Status: Exempt

Reports to: Team Member Experience Director Employment Status: Full Time

This is a remote position. Qualified candidates will live in the DC/MD/VA area.

Job Summary:

The Team Member Experience Manager is an essential leader who manages various facets in the People and Culture Department, leading and directing routine functions; including but not limited to; retention, engagement, recognition, performance management, employee relations, onboarding, offboarding, organizational design, workforce planning, and compliance. The Team Member Experience Manager will participate in shared leadership and Team Member Experience committee work, utilizing data analytics to support retention and engagement efforts across SCI.

Essential Duties:

People Strategy

  • Contribute to the development and implementation of People and Culture's strategies while maintaining alignment to Service Coordination's overall strategic direction

  • Work collaboratively with SCI's leadership to create a culture of person centeredness that starts with and extends from the people receiving our services and includes the professional staff providing or otherwise supporting the provision of services

Employee Relations

  • Manage and resolve complex employee relations issues

  • Conduct effective, thorough, and objective investigations when needed

  • Counsel employees and proactively facilitate conflict resolution between employees, escalating issues as appropriate

  • Maintain in-depth knowledge of employment law matters related to day-to-day management of employees, reducing legal risks, and ensuring regulatory compliance

  • Consult with external employment law attorneys as needed/required

  • Provide People and Culture policy guidance and interpretation

Engagement, Development & Retention

  • Partner with leaders to improve and execute the organizations' People and Culture strategy particularly as it relates to current and future retention and engagement needs

  • Design and manage change management and communications plans

  • Collaborate with Talent Development team to identify training needs

  • Analyze trends and metrics in partnership with the People and Culture team to develop solutions, programs, and policies

  • Facilitate talent reviews and drive Team Member development with leaders

  • Provide guidance and input on organizational design, workforce planning, talent management and succession planning

  • Leverage metrics and insights to inform recommendations on people practices

  • Deliver insights and reports to leadership as needed

  • Draft and edit job descriptions, advise on compensation, and collaborate with talent acquisition and hiring managers on interviewing and advising on selection

Coaching & Consulting

  • Conduct regular, pro-active meetings with team members and leaders to develop, assess, and anticipate People and Culture related needs

  • Provide consultative guidance and support to the business on People and Culture practices

  • Provide day-to-day performance management guidance to management (e.g., coaching, counseling, career development, performance improvement)

  • Help manage the performance management and compensation planning

Project Lead

  • Lead and support the alignment of business initiatives with Team Members leadership for key strategic People and Culture projects

  • Co-facilitate the Team Member Experience committee

HR Expertise

  • Establish leadership presence, credibility, and trustworthiness across Service Coordination

  • Partner with the People and Culture team to deliver solutions and to coach and mentor Team Member Experience Specialists

  • Maintain strict confidentiality and adhere to a high standard of professional conduct

  • Keep pulse on HR and industry trends

Supervisory Responsibilities:

  • Manages the Team Member Experience Specialist(s)

  • Recruits, interviews, and hires Team Member Experience staff

  • In addition to process accountability, mentor team members to ensure professional development, leadership growth and succession planning

  • Provides constructive and timely performance evaluations for Team Member Experience staff

Required Competencies:

Problem solving: Using a solution-based approach, identify options and workable solutions

  • Learning Strategies: Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things

  • Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one

  • Speaking: Talking to others to convey information effectively

  • Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making

  • Achievement: Striving to accomplish high goals or standards

  • Time Management: Identifying and establishing priorities

  • Initiative: Taking action without being told to do so

  • Trustworthiness: Securing the confidence of others through consistent words and actions

  • Respect for others: Working to understand and empathize with the position of others

  • Interpersonal communication: Interacting effectively with others to convey thoughts and ideas

  • Building Relationships: Establishing and maintaining positive rapport with others

  • Service Orientation: Responding to others in a timely manner to satisfy their needs

  • Teamwork: Working cooperatively with others to accomplish goals or objectives

  • Dependability: Reliably following through on commitments made to others

  • Flexibility: Willingness to take alternative actions given appropriate justification

  • Detail Orientation: Attending to all steps and follow-ups necessary to accomplish a task

  • Professionalism: Conducting oneself with high standards and integrity, maintaining confidential information

  • Planning: Looking forward in addressing tasks to anticipate steps and contingencies

  • Stress Tolerance: Maintaining stable performance under the pressures of work or life

  • Work Attitude: Approaching work with a positive "can do" mindset


  • Bachelor's degree in Human Resources, Psychology, Business Management/Administration, or related field required. Master's degree preferred

  • SHRM or PHR/SPHR certification preferred


  • Minimum 8 years of relevant People and Culture business partnering and Team Member relations experience

  • Minimum 3 years of supervisory experience, 5 years preferred

  • Hands-on experience and working knowledge across multiple People and Culture disciplines, including compensation practices, organizational design, Team Member relations, diversity, performance management, and federal and state employment laws

  • Extensive experience resolving complex Team Member relations issues

  • Excellent communication (written and verbal) and interpersonal skills

  • Seasoned consulting skills and advanced negotiator with all levels of the organization.

  • Strong business acumen and ability to link best practice solutions to positive outcomes

  • Change Management and communication expert

  • Detailed understanding of organizational design and workforce planning

  • Ability to develop thorough talent planning and management solutions

  • Advanced understanding of employee engagement and retention strategies

  • Collaborative business partner

  • Ability to exercise a high degree of professionalism and diplomacy in interactions with all levels of the organization

  • Excellent judgment and self-awareness

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Generally, presents standard office environment. Must be able to use telephone and computer on a regular basis. While performing the duties of this job, the employee is regularly required to sit, stand, and walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. The employee must occasionally lift and/or move up to 10-25 pounds.

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Company details


Frederick, MD


501 to 1000


$5M to $25M (USD)



Company Description
Service Coordination, Inc. is a private, nonprofit organization providing case management services throughout the state of Maryland to individuals with disabilities, those with complex medical needs and serious mental health disorders, transitioning youth, court-involved individuals, older adults and veterans. We believe that services should be tailored to meet people’s needs. Service Coordination provides support to adults and children by connecting them with needed resources and services in their communities. With over 500 employees in 2 offices in 14 counties plus Baltimore City, Service Coordination serves more than 14000 people around the state.
Company ratings
  • Overall
  • Company & Benefits
    3.5 / 5
  • Culture & Values
    3.0 / 5
  • Career Opportunities
    3.0 / 5
  • Work/Life Balance
    3.1 / 5
  • Senior Management
    2.9 / 5
Company reviews
"Hard work "
Current EmployeeService Coordinator
Very tedious and hard but good pay, typical day starts at 8:00 am. Training is great. Hardest park is the paperwork. It can be boring at times. I enjoy the flexibility

"Difficult and often stressful to meet billable time "
Former EmployeeSupport Planner
The work was rewarding, but difficult. It can be hard to meet billing requirements. The company was also expanding quickly, which meant frequent changes to supervisors.

"Great Pay. Stressful work environment "
Former EmployeeSupport Planner
Initially was a great job and felt supported doing this extremely stressful job. Exceeded all expectations during my annual review. Then management changed, I got COVID and things went down hill from there.

"Initial month of training is pleasant and inclusive then the work culture completely changes after training"
Former EmployeeService Manager
Your experience at this company will depend entirely on your team supervisor. Some of the supervisors are pleasant to work with and look for ways to build you up. However, my supervisor micromanaged and while would praise your work did not reflect that praise in your evaluations.