AD, HR Operations Programs

Chewy•Plantation, FL

About The Position

At Chewy, we strive to be the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think outside the Chewy box to delight, surprise, and thank our loyal pet lovers! Your Opportunity: As the Associate Director, HR Operations Programs, you will play a meaningful role in transforming HR Shared Services from a transactional support model. You will help build a scalable, organized HR Operations engine. You will lead the design and execution of end-to-end HR workflows across the Team Member lifecycle, using continuous improvement principles to reduce complexity, eliminate defects, and improve the overall Team Member experience. In this role, you will guide a team of HR Operations Program Managers to identify root causes, redesign processes, and implement sustainable, data-driven solutions. You will partner across Business Leaders, Strategic HR Business Partners, and HR Centers of Excellence to define a future-state operating model that enables automation, self-service, and operational excellence at scale. As part of Chewy's Enterprise People Analytics Team, you will play a key role in creating business performance frameworks. You will define important benchmarks and develop HR Operations business review rhythms. This supports ongoing visibility and accountability. This role requires a balance of strategic vision and hands-on execution, with a strong emphasis on process design, governance, and measurable outcomes.

Requirements

Bachelor’s degree in Business, Human Resources, or related field
8+ years of experience in Program Management, Process Improvement, or Human Resources Operations in a fast-paced environment
Lean Six Sigma or PMP certification
Experience leading large-scale transformation, process redesign, or operational excellence initiatives within HR, Customer Service, or similar functions
Proven ability to lead and develop high-performing teams and manage multiple complex programs simultaneously
Demonstrated ability to influence and partner with senior collaborators across functions
Strong analytical skills with the ability to define metrics, identify root causes, and drive data-informed decisions
Strong knowledge of process design, systems thinking, workflow optimization, and continuous improvement methodologies
Experience using AI (including agentic or workflow-based automation) to drive process optimization and improve operational efficiency

Nice To Haves

Masters of Business Administration or advanced degree
Experience with systems and workforce management platforms, like Workday, UKG Pro Workforce Management, ServiceNow, Snowflake, Tableau
Experience designing self-service or automation-enabled HR operating models
Background in e-commerce, operations, or high-growth environments
Experience building governance frameworks and performance management systems for operational processes

Responsibilities

Lead the strategy and implementation of HR Operations transformation initiatives, evolving Shared Services into an efficient, scalable operating model
Build and implement comprehensive HR workflows covering the entire Team Member lifecycle, ensuring alignment with business goals and HR strategy
Lead the HR Operations Programs team to conduct deep process discovery, identify defect drivers, and redesign workflows for improved efficiency and experience
Apply continuous improvement methodologies, including Lean Six Sigma principles, to eliminate waste, reduce variation, and standardize HR processes
Establish, define, and evolve key performance indicators (targets), including Page 0 metric definitions, to measure process effectiveness, service quality, and operational efficiency
Build and scale HR Operations Business Review mechanisms, including weekly review cycles, to drive accountability, visibility, and data-driven decision making
Leverage AI capabilities, including agentic and workflow-based automation, to optimize HR processes, reduce manual effort, and improve service delivery
Collaborate with HR COEs, HR Systems, Compliance, and Shared Services teams to ensure solutions are scalable, compliant, and technology-enabled
Develop a high-performing team of HR Operations Programs professionals, providing direction, coaching, and accountability for program delivery and outcomes
Drive intentional and comprehensive change management and adoption strategies to ensure successful implementation and sustained impact of redesigned processes

Benefits

Comprehensive medical, dental, vision benefits
Wellness programs and resources
401k
New hire and annual equity grant
Annual bonus (for C08+ positions)
Medical/Rx insurance
Vision insurance
Dental insurance
Life insurance
Disability insurance
Hospital indemnity insurance
Critical illness insurance
Accident insurance
Parental leave
Family services benefits
Backup dependent care
Flexible spending accounts
Telemedicine
Pet adoption reimbursement
Employee assistance program
Discounts (10% off pet insurance and 20% off at Chewy.com)
Unlimited PTO (subject to manager approval)
Six paid holidays per year
Paid sick and family leave (in compliance with applicable state and local regulations)