Our Opportunity:

Chewy is looking for an HR Service Delivery leader who will lead out in driving a world-class employee experience in our HR Services & Solutions organization (HR Shared Services) in Dania Beach, FL. This position is a significant leadership role working cross-functionally to ensure a perfect lifecycle experience for every employee every time. If you’re passionate about each step in the employment lifecycle and are fiercely protective of the employee experience, we want to talk to you. You’ll drive cross-functional initiatives to improve process, standardize delivery, and ensure pristine HR data. You’ll lead a team overseeing every step from pre-hire & onboarding, to transfers, leaves of absence, and exits. You’ll be an early key leader in the build-out of a shared services delivery model, leading as a high-impact leader who doesn’t mind applying elbow grease to get the work done and deliver on behalf of our Team Members and stakeholders. You’ll work with a high-energy HR team that is entrepreneurial while building an organization that will scale with Chewy’s hyper growth. If you are looking for a position in which no two days are the same, teams work together quickly and urgently to solve process gaps, and where we love working together every day, then buckle up – this could be the role for you.

What you'll do:

• Lead a team responsible for each step in Employment Lifecycle support:
• Prehire including Background Checks, Drug Screening, and Relocation
• Onboarding including Day 1 documentation, I-9/Work Authorization, Visas/Immigration
• Employment Support including Internal Transfers, Leaves of Absence, Accommodation
• Exits including notifications, exit formalities, severance/repayment processing
• Build standard work and consistent service delivery – working toward an eventual implementation of HR Shared Services
• Bring expertise around Tier 0/Tier 1/Tier 2/Tier 3 support models, and lay the groundwork to implement them
• Partner with HR Systems to leverage ServiceNow (our case management system) and Workday (our HR System) for effective Employee Experience (EX) management
• Help build a culture of Manager & Employee Self-Service (MSS/ESS) leveraging technology, service delivery, and documentation (both content & knowledge)
• Build a quality assurance to keep your fingers on the pulse of the team’s delivery, ensuring the Team Member/Employee experience becomes and remains world class.
• 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 HR service delivery to ensure consistent, high-touch service and drive the rigor necessary to enable the company to succeed at scale.
• Build dashboards & reporting to enable Monthly Business Reviews and ongoing evaluation 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.
• Partner with project manager to apply process improvement methodologies and rigorous process oversight – to design, build, train, and audit bulletproof process that will scale with Chewy’s accelerated growth.

What you'll need:

• BA/BS required (Business Administration, Human Resources, Data/Statistics or related study preferred). Experience in a similar customer-focused environment or a combination of education-training and experience will be considered. 
• 8-12+ years driving HR service delivery in medium to large company environments, ideally within experience in a large-scale Shared Services environment
• A proven track record in a fast-paced workplace with a high bar for customer/employee experience.
• A perfectionist’s eye and an inquisitive nature – you go where the defect takes you and seek relentlessly to uncover and resolve anything that negatively affects employee experience.
• Proven record of strategic partnership across numerous stakeholder groups and a wide variety of business functions. Know how to drive real change management (far beyond just communicating change, but driving the embrace of the new.)
• Strong evidence of getting work done – quickly and well. Here we do all we can to deliver on behalf of our employees and want you to bring that same level of passion.
• Excellent written, verbal, public presentation/communication skills and strong interpersonal skills required.
• Experience with one or more Human Capital Management (HCM) systems (Workday preferred).
• Experience delivering through case management systems (ServiceNow preferred), including ownership of content and knowledge that serves employee/manager self-service needs and defines world-class internal process
• Able to work effectively with a wide range of employees (tenure, experience, and functions).
• Able to think big and be relentless in pursuing your vision.
• Experience working in an entrepreneurial/innovative environment with strong multitasking skills
• Minimal travel required.

Bonus:

• Master's degree – MBA, HR, Labor Relations, Data/Statistics
• Experience with Design Thinking, Journey Mapping, and other human-centered design tools
• PHR and/or Project Management certifications welcome