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.