HR Escalations Sr. Specialist

Asurion; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Asurion seeks an HR Escalations Sr. Specialist to manage and resolve employee escalations across the U.S. and Canada in a hybrid/remote capacity.

You will partner with HR Business Partners, Employee Relations, Legal, and the Workforce Integrity Team to drive fair outcomes, ensure policy compliance, and enhance the employee experience. A Bachelor’s degree and at least 3 years in HR with escalation experience are required.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or related field.
• Minimum 3 years of experience in HR or related roles, including at least 2 years handling employee escalations.
• Strong knowledge of HR policies, employment law, and regulatory compliance across U.S. and Canada.

Responsibilities

• Manage intake, triage and investigations of employee escalations, including concerns, disputes, and policy inquiries.
• Provide guidance, support, and referrals as appropriate.
• Conduct confidential investigations; gather facts, document findings, and coordinate with stakeholders to drive timely resolution.
• Own case documentation and communication of resolution steps to employees and stakeholders.
• Identify trends, root causes, and risks; propose improvements to reduce volume and improve experience.
• Develop and maintain playbooks, workflows, and governance documentation for consistent handling.
• Interpret policies and labor laws; assess compliance risks and propose practical solutions.
• Partner cross-functionally to gather information, mitigate risks, and follow up with employees.
• Uphold confidentiality and sound judgment in all matters; escalate high-risk issues appropriately.

Skills

HR policies

Investigations

Communication

Organizational skills

HR systems

Microsoft Office

Education

Bachelor’s degree in HR or related field

Tools

HRIS

MS Office

Job description

Location: Nashville, TN (hybrid schedule) OR Remote, USA

Position Overview

The HR Escalations Sr. Specialist is a salaried, senior professional responsible for managing and resolving HR issues escalated from employees and internal teams across the U.S. and Canada. Reporting to the Sr. Manager, HR Escalations, this role ensures prompt, professional, and compliant handling of employee concerns, policy questions, and workplace conflicts. The position partners closely with HR Business Partners, Employee Relations, Legal, the Workforce Integrity Team (WIT), and business leaders to drive fair, consistent outcomes and to strengthen trust in HR processes. Operating in a hybrid work model, the specialist balances independent case ownership with cross-functional collaboration and contributes to continuous improvement of escalation procedures and employee support experience.

Key Responsibilities

• Manage intake, triage and investigations of employee escalations, including concerns, disputes, and policy inquiries.
• Provide guidance, support, and referrals as appropriate.
• Conduct thorough, confidential investigations; gather facts, document findings, and coordinate with Employee Relations, Legal, WIT, HRBPs, and Operations to drive timely resolution.
• Own case documentation and case management records with high accuracy and attention to detail; communicate resolution steps and outcomes to employees and stakeholders.
• Identify trends, root causes, and risk areas; recommend process, policy, and training improvements to reduce escalation volume and enhance employee experience.
• Develop and maintain playbooks, workflows, and governance documentation to ensure consistent escalation handling across the organization.
• Interpret company policies and applicable labor laws; assess compliance risks and propose practical solutions balancing employee, business, and regulatory needs.
• Partner cross-functionally to gather information, mitigate risks, and ensure alignment on outcomes; follow up with employees to confirm resolution and solicit feedback.
• Uphold confidentiality, discretion, and sound judgment in all matters; elevate high-risk issues to appropriate teams when outside scope.

Education and Experience

Bachelor’s degree in Human Resources, Business Administration, or related field preferred. Minimum 3 years of experience in HR or related support roles, including at least 2 years handling employee escalations or concerns (e.g., Employee Relations, HR Business Partner, HR Generalist).

Knowledge, Skills, and Abilities

Strong knowledge of HR policies, employment law, and regulatory compliance across U.S. and Canada.

Proven investigative skills with the ability to conduct confidential inquiries and present findings and recommendations to leaders.

Excellent interpersonal, written, and verbal communication skills; adept at conflict resolution in both remote and in-person settings.

Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced, hybrid environment.

Analytical mindset with high attention to detail and commitment to accuracy in case documentation.

Proficiency with HR systems and Microsoft Office Suite.

Demonstrated discretion, professionalism, and sound judgment when handling sensitive matters.

Travel Requirements

Occasional travel may be required for on-site meetings, audits, or legal proceedings. Expected travel is minimal (less than 10%).

Physical Demands

Stationary Position:

Frequently Vision: 20/20 corrected vision Hearing: Receive detailed information if spoken to

Working Conditions Hybrid work arrangement with regular, scheduled on-site presence at a designated office and remote work on other days as coordinated with the manager and team needs. On-site presence may be required for team meetings, investigations, audits, or other business-critical activities. Remote work must be performed in a dedicated, professional workspace that supports confidentiality and productivity.

Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.