Public Sector HR Case Management & Employee Relations SME

About NEOGOV
NEOGOV is a fast-growing SaaS leader in the public sector with a mission to serve the people who serve the people. Our clients—cities, counties, states, and special districts—use our platform to manage the employee lifecycle from hire to retire through a centralized, purposebuilt system. We operate with a strong builder mindset and a deep respect for public-sector realities. We partner closely with our customers, ship iteratively, and focus on solving real operational problems faced by HR teams at scale.

As part of this mission, we are launching a new HR Case Management & Employee Relations Investigations product designed specifically for public-sector HR Service Delivery and HR Operations teams.

We are hiring a Public-Sector HR Case Management & Employee Relations Subject Matter Expert (SME) to serve as the embedded operational authority for this new product. This role brings direct, hands-on experience from public-sector HR Service Delivery and HR Operations into every phase of product development and launch.

You will represent how high-volume HR Service Delivery cases and Employee Relations matters are initiated, triaged, investigated (when applicable), documented, adjudicated, and resolved within cities, counties, states, and similar public-sector agencies.
From early discovery through general availability and customer rollout, you will work as a core member of the product team—shaping workflows, validating assumptions, and ensuring the solution aligns with real operational, procedural, and compliance requirements.
Following launch, this role expands to support go-to-market execution as the product’s primary Sales Engineer and Implementation Consultant, serving as NEOGOV’s most hands-on expert in public-sector HR case operations.

Product Discovery & Validation

• Serve as the embedded public-sector HR Service Delivery and HR Operations SME throughout discovery, design, and build phases.
• Translate real-world HR case workflows—including intake, triage, escalation, investigation, documentation, and resolution—into clear product requirements and constraints.
• Advise on case lifecycles across both high-volume service delivery cases and employee relations matters.
• Participate directly in customer interviews, workflow walkthroughs, and usability testing.
• Act as the primary product tester, validating end-to-end scenarios across HR staff, supervisors, investigators, and leadership roles.

• Partner closely with Product, Design, and Engineering to ensure the tool reflects real world public-sector HR Service Delivery and HR Operations workflows—not theoretical or vendor-driven models.
• Review and refine workflows related to:
   ? HR service delivery requests and escalations
   ? Employee relations cases and investigations
   ? Disciplinary documentation and decision support
   ? Appeals, grievances, and reporting
• Ensure alignment with public-sector requirements around due process, consistency, auditability, and defensibility.
• Contribute to in-product guidance, templates, and best-practice defaults grounded in operational experience.

• Serve as the product’s primary Sales Engineer, supporting demos and customer conversations with deep operational credibility.
• Translate customer scenarios into clear product narratives grounded in HR Service Delivery and Employee Relations realities.
• Lead early customer implementations, including configuration guidance, training, and rollout support.
• Act as a key feedback conduit between customers and the product team, identifying recurring patterns and opportunities for improvement.

• A seasoned public-sector HR Service Delivery or HR Operations practitioner with deep exposure to employee relations and investigations.
• Experienced managing both high-volume HR cases and complex ER matters involving supervisors, HR leadership, and legal or labor stakeholders.
• Comfortable applying professional judgment to ambiguous situations and advising on practical, defensible approaches.
• A clear, pragmatic communicator who can translate operational complexity into actionable product guidance.
• Motivated by building durable systems that improve how HR teams operate at scale.

• 7–15+ years in public-sector HR Service Delivery, HR Operations, or Employee Relations, within cities, counties, states, or similar agencies.
• Direct responsibility for or oversight of:
   ? High-volume HR case intake, routing, and resolution
   ? Employee relations investigations and documentation
   ? Disciplinary actions, appeals, grievances, or administrative reviews
• Familiarity with the systems used by public agencies to manage HR cases and documentation, including case management platforms, document repositories, and workflow tools.

• Experience implementing or administering HR or case management software in a public sector environment.
• Exposure to labor relations, legal review, or risk management partnerships.
• Prior experience training HR staff, supervisors, or investigators.
• Comfort participating in sales conversations, product demos, or customer workshops.

• Competitive compensation
• Full benefits (medical, dental, vision)
• Generous PTO
• 401(k) / RRSP matching
• Paid parental leave
• Remote work with autonomy and trust
• Direct ownership over a flagship new product
• The opportunity to shape how public-sector HR Service Delivery and Employee Relations are managed nationwide