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.

• 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

• 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