24 Hour Fitness, INC. Sr. Manager, Team Member Relations in San Ramon, California

LOCATION 12647 Alcosta Blvd San Ramon CA 94583


The Senior Manager of Team Member Relations provides input and implements the strategy for the team member relations function and system support for the company. This position leads the team responsible for the proper and timely handling of team member relations cases to ensure consistent application of personnel policies and procedures across the organization. Partners with Legal Department to ensure compliance and consistent interpretation of relevant laws and regulations. Promotes positive team member relations across the organization and ensures the appropriate tools and processes are in place for field resources and business leaders to support the consistent application of team member relations procedures in compliance with regulations and company standards.


Leadership and Management

  • Lead and develop the team member relations team, including hiring, developing, training and performance management.

  • Accountable for the overall leadership of the Team Member Relations function. Partners with field and HR leadership to ensure compliance with company policies, procedures, laws, standards, and government regulations and overall HR Service Center standards.

  • Envisions, directs, and is accountable for the consistent handling and the timely response and resolution of team member relations support for club management and team members.

  • Oversees and executes the long-term operations strategy, methodology, and management of team member relations cases.

  • Oversees the team member shared services document management process and monitors performance to ensure that established standards are in place and are adhered.

  • Oversee general day to day centralized service levels, activities and coordination with business partners.

  • Collaborates and engages Employment Law, Loss Prevention, Compliance, HR Business Partners, Field Resources, HR Centers of Excellence, and other critical functional teams and leaders as needed to address Workforce Incidents.

  • Provides leadership, direction, coaching, feedback and, where appropriate, discipline to and through subordinate team members.

  • Serves as a role model for high quality customer service; ensures that the needs and expectations of all internal customers are consistently met or exceeded.


  • Accountable for ensuring that the key performance indicators for the Team Member Service Center are established, measured, and reported efficiently and effectively, while ensuring that work is delivered on time with the highest quality.

  • Ensures service standards are monitored and levels are addressed consistently and fairly by establishing performance standards, along with team member coaching, and training to achieve appropriate levels of performance.

  • Monitors team member workload and performance. Ensures proper assignment of cases and workload balancing to deliver targeted service levels.

  • Implements operational practices and reports, including quality audits, standard and ad hoc reports in order to identify issues and take actions to achieve performance goals and targets.

  • Ensure compliance with all regulatory frameworks and ensure systems are set-up and maintain strict adherence to reflect company policy, Federal and state laws.

  • Delivers trend analysis of team member relations activity data to provide qualitative assessments of company environment based on team member relations cases.

  • Accountable for continuous improvement and service delivery excellence throughout the Team Member Relations Services function by identifying and adopting best practices. Leverages the service management process (including SLA, OLA, and KPI reporting) and drives continuous improvement efforts.


This position leads a team of Team Member Relations Managers and Specialists. Works closely with Legal, Loss Prevention, Compliance, HR Business Partners, Field Resources, HR Centers of Excellence, and other critical functional teams and leaders.


Knowledge, Skills & Abilities

  • Knowledge of effective HR practices, methods and processes in all areas including recruiting and selection, compensation and benefits, employment law and team member relations, performance management, and training and development.

  • Demonstrated ability to develop and maintain professional working relationships with all levels of the organization (ex: frontline team member, district manager or Corporate Director/VP).

  • Knowledge of State and Federal laws, regulations and requirements related to HR including ERISA, EEO, LOAs, ADA, Worker's Compensation, COBRA, Wage & Hour and others.

  • Strong strategic thinking and analytical skills.

  • Ability to work in a fast-paced, changing environment.

  • Strong attention to detail, yet ability to also see the big picture.

  • Excellent verbal, presentation and written communications skills.

  • Excellent time management and organization skills.

  • Ability to interact with all levels of team members with a positive attitude of customer service.

  • Ability to persuade and influence diverse audiences and manage through adversity with tact and political acumen.

  • Must be able to deal with complex problems, and be able to present possible solutions in a clear and concise format.

  • Ability to lead, to develop, and to inspire a high performing team.

  • Knowledge of Microsoft Outlook and Office (including Excel, PowerPoint and Word).

Minimum Educational Level/Certifications

  • Bachelor's degree in Human Resources or related field.

Minimum Work Experience and Qualifications

  • 9+ years of progressive experience in Human Resource positions.

  • 3+ year of experience leading a team of HR professionals.

  • Experience managing large-scale organizational change projects and program rollouts.

Physical Demands/ Environmental Conditions

  • May be required to work at a computer or on the phone for extended periods.

  • Must be able to work extended hours (e.g., nights and weekends) on occasion.

Travel Requirement

  • Requires up to 15%-25% travel by car and/or airplane.

  • Overnight travel may be required.


  • Knowledge of ADP.

Educational Level/Certifications

  • Master degree.


Work Experience and Qualification

  • HR experience in Retail or Fitness industry.

  • Experience in large-scale and multi-state organizations.

  • Experience in organizational change and rapid-expansion environment.

  • Experience building and optimizing recruitment infrastructure.

  • Experience in the Human Resources Management and/or Generalist role.


FULL-TIME Full-time