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Associate Director, Human Resources Shared Services



People & HR
Plantation, FL, USA
Posted on Monday, May 13, 2024

Our Opportunity:

Chewy is seeking an Associate Director, HR Shared Services leader who is not just passionate about delivering a world-class Team Member experience, but also understands the pivotal role they play in our success. As a leader of the Team Member Service Center (TMSC) within our HR Shared Services (HRSS) team in our Plantation, FL office, you will be instrumental in shaping our HR processes and ensuring our Team Members are well-supported.

In this role, you will not only lead a team and partner with peers to identify new HR process centralization opportunities but also lead process redesign and change management through implementation and ongoing delivery. You will continuously improve the efficiency of existing HRSS processes through waste reduction, automation, and the advancement of self-service. Your team's performance will be measured in various metrics, and you will be responsible for creating a high engagement and high trust culture within your team, fostering a supportive and dynamic work environment.

What You'll Do:

  • Lead a team responsible for delivering the Team Member Service Center mission of supporting our Chewy Team Members as the First Point of Contact for all HR needs
  • Bring expertise around Tier 0-3 support models and lay the groundwork and technology to implement them
  • Partner with HR Systems to leverage ServiceNow (case management system) and Workday (HR System) for effective Employee Experience (EX) management
  • Support year-over-year growth and expanding support of HR centralized Team Member care
  • Help build a culture of Manager & Employee Self-Service (MSS/ESS), leveraging technology, service delivery, and documentation
  • Manage a team to perform well against monthly delivery targets of volume, efficiency, and quality
  • Design and expand the quality assurance processes and metrics for work performed within the ServiceNow HR case management system
  • Cultivate deep working partnerships with stakeholders across Finance/Accounting/Payroll, IT/Systems, Legal, Fulfillment, Customer Service, and other HR & Talent Acquisition teams
  • Proactively seek out and repair process gaps
  • Bring your passion for and deep experience in Customer Service and HR service delivery to ensure consistent, high-touch service and drive the rigor necessary to enable the company to succeed at scale
  • Build and maintain monthly dashboards & reporting to enable Monthly/Quarterly Business Reviews of service health and customer experience
  • Continuously improve the quality of HR data and the integrity of downstream analytics, ensuring meaningful and trustworthy business metrics
  • Design, build, train, and audit pressure-tested process that will scale with Chewy's accelerated growth

What You'll Need:

  • 10+ years of progressive HR experience in fast-paced, high-rate-of-change environments
  • Bachelor's degree in human resources, business, or a relevant field
  • HR certifications are a plus
  • Experience with ServiceNow, Workday, and Kronos is a plus
  • Ability to influence and drive change with leaders across organizations
  • Ability to align the people strategy with business goals and growth
  • Proven success in delivering high-impact people operations programs around performance management, culture, team member engagement, and retention
  • This position may require travel to other hub locations

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact

If you have a question regarding your application, please contact

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