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Manager, Leave Support



Customer Service
Plantation, FL, USA
Posted on Friday, May 24, 2024

Our Opportunity:

Chewy is looking for a Manager of the Leaves Program who will own the internal case performance of all Leave of Absence and Accommodations (LOAA) cases for Chewy. Leave Programs include all leave processes defined by Chewy policy, Short-Term and Long-Term Disability, FMLA, State Leave, Administrative/Personal Leave, Parental Leave, and Military Leave. The Manager in this role will also support the HR team in meeting the requirements of the ADA and all related reasonable accommodation evaluations.

In this role, you will provide leadership and guidance to a centralized analyst team supporting LOAA cases. You will support case escalations, as well as ensure timely case resolution through the use of essential performance and delivery metrics. As a subject matter expert in all areas of leave, including state and local law requirements, and in ADA, you will also partner with stakeholders such as Benefits, Legal, Payroll, Local HR Teams, and our Third-Party Administrator to ensure timely resolution of cases.

What you’ll do:

  • Manage the team of LOAA Analysts, ensuring high performance, accuracy, and compliance with internal standards and legal requirements
  • Act as an escalation point for any complex or high-risk cases, providing guidance and support to ensure timely and accurate resolution
  • 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
  • Develop team expectations and Standard Operating Procedures to support LOAA day-to-day operations
  • Design and expand the quality assurance processes and metrics for LOAA work performed within the ServiceNow HR case management system
  • Oversee the ServiceNow LOAA case performance for all HR parties, ensuring the system is utilized optimally to support case management processes
  • Based on case performance insights in ServiceNow, facilitate training and re-training sessions for HR teams to enhance their understanding and improve case operation in ServiceNow
  • Perform root cause analysis to identify opportunities for improvement and address issues affecting case performance, hosting weekly feedback sessions with the Benefits team on trends, opportunities, and vendor escalations
  • Partner with the 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, and implement necessary changes to enhance the overall LOAA experience
  • Utilize data-driven insights to inform decision-making processes related to LOAA case management strategies and procedures

What you’ll need:

  • Bachelor’s degree in human resources or related discipline preferred
  • 4+ years of proven experience in managing LOA cases or a similar role within HR, with a strong understanding of LOA processes and regulations
  • 2+ years of experience managing people
  • Proven ability to function as an internal LOA SME, with a bias for efficiency and process improvement
  • Demonstrable expertise in using ServiceNow or similar HR case management software, with the ability to govern its performance and guide teams on its effective use
  • Strong analytical skills with experience in conducting root cause analysis
  • Customer service focused, a passion for process improvement, self-motivated, and able to work both independently and in a team environment
  • Effective communication and stakeholder engagement abilities, with the skill to present complex information clearly and influence continuous improvement
  • Detail-oriented with strong organizational and time management skills
  • The position may require travel



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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