Job Description:

Position Summary

Oversees the company’s ADA interactive process while providing functional guidance to the Leave Administration HR team. Serves as the primary subject matter expert across 550+ retail locations in multiple states, balancing complex, end-to-end case management with strategic technology evaluation—leveraging internal tools, AI solutions, and leave software to scale absence management seamlessly alongside store expansion.

Primary Responsibilities

ADA Interactive Process & Accommodation Management

• Direct and execute the end-to-end interactive process for all employee accommodation requests under the ADA, long-term work restrictions, state/local disability laws, and other accommodation needs across all locations.
• Assess medical certifications, essential job functions, and operational/departmental impacts to determine reasonable, compliant accommodations.
• Partner with Legal, Workers' Compensation, and Department Managers to mitigate risk and implement job modifications, reassignment protocols, or equipment adjustments without causing undue operational hardship.
• Maintain comprehensive documentation and case tracking to ensure strict compliance and mitigate legal and litigation risks.

Leave Administration Leadership & Operations 

• Provide guidance and functional oversight to the Leave Administration team handling routine and complex multi-state leave cases partnering with Workers' Comp and Legal as needed.
• Track and monitor Key Performance Indicators (KPIs), service level expectations, and quality assurance benchmarks for the internal leave team.

HR Technology Optimization

• Evaluate and implement technology strategies to streamline leave and ADA processes.  
• Analyze leave data and operational bottlenecks to build business cases for process improvements.  

Minimum Qualifications

Education & Experience

• Bachelor’s degree in Human Resources, Business Administration, or a related field required.
• CPDM (Certified Manager of Disability Management), CLMS (Certified Leave Management Specialist), SPHR, PHR, SHRM-SCP, or SHRM-CP certification preferred.
• 3–5 years of progressive HR experience, with at least 2–5 years dedicated to complex ADA interactive case management and multi-state leave administration.
• Multi-location retail or service industry experience strongly preferred.

Technical Skills & Knowledge

• Thorough understanding of federal, state, and local disability and leave laws across multiple jurisdictions (e.g., FMLA, ADA, Workers' Comp, CA CFRA, state PFML mandates).
• Strong knowledge of employment-related laws and regulations for all operating states.
• Demonstrated experience evaluating, adopting, or optimizing HR technology, Absence Management Software (AMS), or automated AI workflows.
• Proficiency with Google Suite.

Key Competencies

• Independent Judgment: High degree of independent judgment in navigating complex, high-risk accommodation scenarios and applying legal definitions to business realities.
• Decision-Making: Ability to evaluate issue criticality, urgency, facts, and medical certifications to make sound decisions aligned with company culture.
• Communication: Exceptional written and verbal communication skills; ability to draft, proofread, listen actively, and articulate complex information clearly across all organizational levels.
• Teamwork & Collaboration: Strong cross-functional collaboration and ability to build trust, share insights, and work seamlessly across management levels.
• Adaptability: Outstanding organizational and time management skills to manage multiple priorities in a fast-paced, ambiguous environment.
• Service Excellence: Customer-centric approach focused on empathy, transparency, respect, and creative problem-solving to partner with managers on compliant solutions.
• Confidentiality: Strict discretion in handling sensitive medical and personnel matters.
• Initiative: Ability to operate effectively and drive results with minimal supervision.

Work Environment & Physical Demands

• Setting: High call-volume office setting performing non-manual work.
• Physical: Primarily desk-based; requires frequent computer, keyboard, and phone use.

Travel: Occasional travel required.