Manager, Human Resources Shared Services III

Your Opportunity:

As the Manager, HR Shared Services, you will be responsible for designing and leading a centralized support team of HR Generalists who provide HR support to Chewy Team Members. In this pivotal role, you will add strategic value to the Chewy HRBP team by centralizing tasks currently assigned to HRBPs. Your role will also include the leadership of additional processes that support the broader HR team, including Background/Drug Testing, Immigration, Relocation, and Contingent Workforce inquiries. We are looking for an individual with experience as an HR Generalist and HRBP who is an effective team leader and will take a “Customers First” approach.

What you’ll do:

• Define, monitor, and ensure the delivery of a comprehensive set of performance metrics that are relevant to the HR Shared Services Generalist operational model
• Establish standards and procedures for handling questions, requests, and the administration of HR programs
• Create service standards/metrics for all offerings and ensure adherence to all Service Level Agreements
• Lead a team responsible for delivering accurate and timely service and consultation to the broader enterprise, including Corrective Action Reviews, Low-Risk ER Investigations, Exit Interviews, benefits and leave/ADA accommodations, immigration matters for sponsored Team Members, support of compliant licensing, HR Data Integrity, and ad-hoc reporting
• Design team workflow within ServiceNow and hold the team accountable for performance, including delivery metrics of volume, SLA performance, and quality
• Build standard work and consistent service delivery – working toward the implementation of a centralized enterprise-wide HR Generalist model
• Build and maintain a strong functional team through effective recruiting, training, coaching, team building and succession planning
• Act as a liaison between the HRBP team and the broader HR Shared Services team to ensure that HR services are aligned with appropriate tier-level support
• Bring expertise around Tier 0-3 support models, including utilizing technology and proper resource allocation to support the model
• Work closely with Payroll, HR Operations, HR Business Partners, and other centers of excellence to ensure seamless integration and collaboration across HR functions
• Partner with HR Operations to leverage HR technology, such as ServiceNow (case management system), Workday, Kronos, etc., for practical and seamless team member experiences
• Build dashboards and reports to enable Monthly Business Reviews and ongoing evaluation of program health
• Lead HRSS Voice of the Customer surveying and analytics, identify trends and recommend solutions to improve the performance of services delivered

What you’ll need:

• Bachelor’s degree in human resources, business, or related discipline      
• 5 years experience working in an HR Support or HR Business Partner capacity
• 2 years experience leading a team
• Experience designing and implementing support within a centralized HR Shared Services environment
• ServiceNow experience is preferred
• Intellectually curious and self-driven
• Excellent written and verbal communication and interpersonal skills
• Ability to lead, coach, mentor, and motivate a diverse team
• Desire to continuously improve performance, services, and outcomes, and the skill to lead process change
• Strong business acumen, problem-solving skills, critical thinking, and data-driven analysis
• Ability to influence, partner, and “Earn Trust” with different levels of the organization to achieve results
• The position may require occasional travel

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