Manager, Leave Programs III

We are hiring incredible humans, and we hope that includes you!

Are you looking for more than just a job? At Chewy, you’ll find yourself on a career path with other amazing people, like yourself. You’ll be part of a team that values everything that you do, who you are, and the goals you have set for your career. We want to give you the opportunity to grow, earn competitive pay, and be happy while you do it. Sounds simple, but we love it.

Your Opportunity:

Chewy is looking for a Manager, Leave and Accommodations Programs to lead daily operations, ensuring an efficient and exceptional experience for Chewy Team Members. 

In this role, you will oversee the management and coordination of the Leaves and Accommodations team, maintaining compliance with the Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), state and local laws, and Chewy's internal policies. Leading a centralized team of Leave and Accommodation Analysts and supporting the launch and growth of our newly branded “Concierge team”, dedicated to delivering world-class service for our Team Members. This role will also manage relationships with key partners, including Benefits, Legal, Payroll, HR, and third-party administrators. This position requires exceptional leadership skills and a commitment to operational efficiency, while ensuring a positive Team Member experience.

What You’ll Do:

• Provide strategic leadership and daily oversight for a centralized LOAA team, ensuring high performance, accuracy, adherence to internal standards, and compliance with external regulations
• Responsible for creating key performance indicators and developing team expectations and Standard Operating Procedures (SOPs) to support the efficient and effective operation of LOAA's day-to-day activities
• Facilitate senior-level discussions and problem-solving with internal and external clients for resolution to ensure leaves are effectively managed through the entire process
• Develop presentations and training to communicate LOAA processes and provide guidance to customers
• Act as main point contact for complex or high-risk cases, providing guidance and support to ensure timely and accurate resolution and using data-driven insights to inform decision-making processes related to case management
• Lead all LOAA case escalations effectively (internally and with third-party administrator) and conduct a weekly review of high-risk legal events including accommodation denials and potential termination actions
• Design and expand the quality assurance processes and metrics for LOAA work performed within the ServiceNow HR case management system and third-party platform
• Supervise ServiceNow LOAA case performance for all HR parties, ensuring the system is used optimally to support case management processes
• Evaluate case performance insights, using findings to develop and coordinate training and re-training sessions for HR teams
• Define processes, communication strategies, and service-level expectations for the Concierge team to deliver a premium service
• Partner with our Total Rewards team to resolve any discrepancies or issues in the handling of LOAA matters from the third-party administrator
• Collaborate with cross-functional teams to review operational processes and systems, identify areas for improvement, resolve discrepancies and implement essential changes to enhance the overall LOAA experience
• Ensure our third-party administrator drives case resolution in alignment with our Service Level Agreement (SLA) and contract terms

 What You’ll Need:

• Bachelor’s Degree in Human Resources or related field preferred, equivalent experience will be considered
• 8+ years managing LOA and ADA cases, or a similar role within HR, with a solid understanding of LOA/ADA processes and regulations
• 4+ years of experience managing teams, with proven capabilities to lead and improve team performance
• Strong project management and organizational skills, with the ability to support large-scale initiatives like team launches
• Must have prior experience managing vendor relationships, collaborating with vendors to address and resolve issues effectively, and ensuring alignment with organizational objectives
• Demonstrable expertise in using ServiceNow or similar HR case management software, with the knowledge to govern its performance and guide teams on its effective use
• Skilled in critical thinking and diplomacy to drive successful collaboration with internal teams, external partners, and the leadership team to achieve mutually beneficial outcomes
• Adaptability, resilience, and ability to thrive in ambiguous situations, adapt to a culture of continuous evolution, and excel in a fast-paced, ever-changing work environment
• Strong analytical skills with experience in conducting root cause analysis and driving process improvements
• Customer service focus, demonstrating strong organizational and time management skills, with a passion for process improvement
• Effective communication and partner engagement abilities, with the skill to present complex information clearly and influence continuous improvement
• Position may require travel

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