Manager, HR Shared Services I - Chewy

Our Opportunity:

Chewy is seeking a Manager, HR Shared Services I, to join our HR Service Center based in Plantation, FL. This position is responsible for ensuring high-quality and high-touch HR service for team members at their first point of contact (Tier 1). We are looking for a motivated person who will thrive on being a trusted partner for our employees. This role is a unique opportunity for HR professionals to gain more exposure to the entire employee life cycle at Chewy, where you are empowered to make a difference.

What You'll Do:

• Manage a team of 3-4 HR Specialists that interact with and guide employees via inbound calls, live chats, and other platforms to answer all inquiries using HR knowledge and expertise
• Act as the point of contact for escalated inquiries, performing research as needed, requiring a high-level knowledge of HR processes and applicable laws to ensure compliance and alignment with company policies and procedures
• Partner cross-functionally to gather responses and determine how information is communicated and used by HRSS for future inquiries
• Provide suggestions on the enhancements of current service offerings, service center programs, guidelines, or procedures that impact our employees
• Lead continuous improvement activities for the team to enhance current processes and new team services
• Identify technology and process service improvements by partnering with HRSS leadership to enhance the Team Member experience
• Identify moments that matter in the employee lifecycle and provide action plans to managers on creating a memorable and positive experience
• Maintain the confidentiality of all information, protect the assets of the Company, report non-compliance, and adhere to all applicable federal, state, and local laws and regulations, and company policies and procedures
• May develop queries and generate and distribute reports
• Develop standards and Standard Operating Procedures to support HR Operations and Team Member Services

What You'll Need:

• Bachelor's degree in human resources or related discipline preferred
• 3+ years of HR and/or management experience (HR Generalist within service delivery or operations experience highly preferred)
• Customer service focus with a strong sense of ownership and attention to detail
• Passion for process improvement and the self-motivation required to work both independently and in a team environment
• Experience developing process documentation
• Proficiency with Microsoft Office products, specifically Word, PowerPoint, and Excel
• Strong time management, critical thinking, and analytical skills
• Superior communication skills (written, verbal, and listening) and strong interpersonal skills
• Flexibility to shift schedule as needed by the business
• SHRM-CP or PHR Certification is preferred
• Experience in Workday, ServiceNow, Kronos, and Greenhouse is preferred

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