Absence Management Lead

Position Summary Oversees the company’s ADA interactive process while providing functional guidance to the Leave Administration HR team.

Responsibilities

• 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.
• 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.

Requirements

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

Preferred

• Multi-location retail or service industry experience strongly preferred.

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.