Lead AR Case Manager - PetSmart

Our Human Resources team defies all conventional expectations and is a business-connected solutions provider. The work we do directly aligns with the company’s core areas of focus, and we ensure that associates and leaders are ready to support those strategic objectives.  Our HR team is comprised of different departments, including Talent Acquisition, HR business partners, Learning & Development, Compensation & Benefits, and Shared Services. We enable meaningful careers for all and build our Associate Workplace Experience!

Hybrid Position:

This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs.

SUMMARY 

Working within PetSmart’s centralized Associate Relations Team, provides associate relations counsel and guidance to PetSmart stores. Develops effective business partnerships with Phoenix Home Office and regional Human Resources teams, field leaders and various business partners to share case knowledge and proactively address opportunities. Identifies department capabilities and develops process efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provides consultative support and guidance regarding associate relations issues. As subject matter expert, provides training on company programs, policies and procedures, and relevant labor laws to ensure a positive associate relations environment in stores and offices.
• Stays abreast of latest developments in the associate relations management environment and labor and employment law, including local and state laws for assigned region(s) of responsibility, to serve as a subject matter expert and consultant on critical associate issues.
• Leads complex and impartial investigations, including compliance investigations. Interviews witnesses, talks to involved parties, documents appropriately and makes recommendations based on findings. Ensures company investigation protocols are followed, appropriate business partners are consulted, and final resolutions are aligned with company policies and mitigate risk.
• Executes with a sense of urgency, organization and prioritization when managing workload and responding to issues. 
• Responds in a timely manner to phone calls and emails about Associate Relations questions or issues; responds and/or directs general Human Resources questions; can range from simple to complex issues.
• Manages database of associate relations issues. Identifies trends, conducts root cause analysis and develops solutions for designated region(s), and globally, in support of business goals. Works on special projects in alignment with these objectives. 
• Leads communications with business partners and operators, including oral presentations and written communications.
• Provides regional and Home Office leadership and HR Business Partners with leader feedback; identifying root cause and providing recommendations for development.
• Develops and maintains relationships within Human Resources centers of excellence, and key business partners, to meet business objectives and support stores.
• Participates in Home Office  and Field HR initiatives, as needed.

EDUCATION and/or EXPERIENCE

• Bachelor's degree in Business, Human Resources or related field from a four-year college or university.
• Minimum of five (5) years of experience in handing multi-unit, or cross-functional associate relations investigations or HR generalist experience.
• An equivalent combination of education and experience may substitute for the minimum qualifications.
• PHR or other HR certification, preferred.
  
  

SCOPE OF RESPONSIBILITY

Home office & multi region HR field support.

TECHNICAL SKILLS

• Computer literacy, familiar with business systems functionality and an advanced knowledge of Microsoft Office Suite.
• Must demonstrate skills at analyzing complex issues and multiple data points in order to create solid recommendations for solutions.
• Must possess ability to build and maintain cross-functional and multi-level relationships, up to SVP level.
• Must demonstrate exceptional oral and written communication skills, including demonstrated familiarity with legal terms and regulatory agency language.
• Must be able to handle high volume of work and work under deadlines.
• Must demonstrate effective critical thinking, organization and time management skills.

CERTIFICATES, LICENSES, REGISTRATIONS

None.

PHYSICAL DEMANDS and WORK ENVIRONMENT

The physical demands and work environment are characteristic of those found in a typical office environment. Reasonable accommodations may be made to enable those with disabilities to perform essential functions

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.