What you’ll do
As a proactive, expert, and detail-oriented member of the Specialized Operations team, you will play a critical role in managing the end-to-end accommodations process, providing expert guidance, and optimizing program operations. The ideal candidate will possess deep knowledge of disability laws, exceptional judgment in handling sensitive data, and a commitment to operational excellence.
- Accommodations Case Management: Oversee complex and escalated accommodation cases from intake to closure. This includes the implementation, tracking of accommodation transitions, and follow-up within the accommodations tracking tool, while maintaining strict confidentiality and discretion.
- Expert Guidance & Compliance: Serve as the subject matter expert on reasonable accommodations and related policies. Provide expert guidance on relevant disability and employment equality laws and company practices.
- Cross-Functional Collaboration: Partner closely with Employee Relations, Employment Legal, and Benefits teams to manage complex, overlapping issues (e.g., medical leaves, interactive process, legal compliance reviews) and ensure coordinated support for employees.
- Program Optimization & Metrics: Analyze and improve workflows to streamline case management and accommodations tracking. Develop and maintain Key Performance Indicators (KPIs) to measure program effectiveness and identify areas for improvement and scaling.
- Documentation: Create and update standard operating procedures that document accommodations workflows from end to end, encompassing all system interactions, legal requirements, and cross-functional handoffs for clarity and efficiency.
- HRIS & Data Integrity: Assist in maintaining the accuracy and integrity of our HR Information System (Workday) by processing change transactions related to accommodations status and tracking.
- Navigating Ambiguity: Operate effectively in ambiguous, complex, and highly sensitive situations using your subject matter expertise and strong judgment to determine the best and most legally sound course of action.
Who you are
We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
- Bachelor’s degree in Human Resources, Business, Operations, or a related field.
- 3-5 years of experience specializing in accommodations, Employee Relations, or complex HR case management.
- Strong working knowledge of employment law and compliance principles related to accommodations.
- Proven experience collaborating effectively with Legal, ER, and Benefits teams to resolve complex employee issues.
- Proven experience handling private and highly sensitive data in accordance with company policy and legal requirements.
- Experience driving program and process improvement initiatives, with a focus on optimization and scale.
- Written and verbal English communication skills with a focus on empathetic, customer-centric service and distilling complex legal or process information.
- Problem-solving skills and the ability to handle complex, unique, and escalated situations.
- Proficiency with Workday or a similar HRIS.
- Experience with Salesforce or a similar ticketing/case management system.
- Ability to navigate ambiguity effectively and exercise strong judgment and discretion.
- Detail-oriented, with a strong focus on accuracy, compliance, and quality.
Preferred qualifications
- Experience in a company with a multinational presence.
- Proficiency with Google Sheets.
- Experience with Confluence as a knowledge management system.
- Vendor Management experience related to third-party accommodations vendors.
