Manager, ER Solutions Center

Signet Jewelers

. Oversee daily call activity, case management, productivity, and quality assurance for the ER Solutions Center.

Posted 11/10/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in employee relations, compliance with employment laws, and effective management of unemployment compensation programs. Proven ability to lead teams, conduct investigations, and enhance operational processes to support a large workforce.

Highest-signal resume keywords

Employee Relations ManagementUnemployment Compensation OversightRegulatory ComplianceTeam Leadership and DevelopmentPerformance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementQuality AssuranceClaims ProcessingRisk MitigationInternal InvestigationsDecision-MakingWorkflow MonitoringCustomer ServicePerformance ReviewsVendor Management

Soft Skills

CoachingSupervisionConsultationConflict ResolutionCommunication

Industry Keywords

Employment LawsUnemployment RegulationsHRBP CollaborationOperational PartnershipsService Level Management

About the role

Key responsibilities & impact

Oversee daily call activity, case management, productivity, and quality assurance for the ER Solutions Center.
Hire, train, supervise, coach, and develop ER Solutions Center Specialists and Coordinators.
Provide resolutions, consultations, and guidance to Field Team Members.
Oversee the unemployment compensation program, including claims, appeals, hearings, regulatory compliance, vendor management, and risk mitigation.
Ensure service levels for 3,300 stores and more than 30,000 Team Members.
Resolve escalated employee-relations calls and complex ER and unemployment-related issues.
Conduct internal investigations and partner with Operations, HRBP, Legal, Loss Prevention, and other departments.
Manage performance reviews, counseling, feedback, training, and development.
Monitor workflow, response times, phone answer rates, decision-making, customer service, and case-management quality.
Manage third-party unemployment administration vendors and review claims, appeals, hearings, and liability metrics.
Ensure compliance with federal, state, provincial, and local employment laws, unemployment regulations, and company policies.
Complete projects and identify opportunities to improve decision-making, processes, and system functionality.

Requirements

What you’ll need

Consistent regular scheduled attendance is considered an essential function of this job.