Sr. Associate Relations Case Manager

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.

Fully Remote Position:

This position is considered to be Fully Remote and work is done from another location outside of Phoenix Home Office (within the United States). Associates that are considered to be Fully Remote do not have a work space at Phoenix Home Office and can expect to be asked to travel to Phoenix Home Office several times a year [or more], based on business needs and in partnership with leadership. Associates that are considered to be Fully Remote will acknowledge the “Remote Work Agreement” upon hire.  

Onsite Position:

This position is considered to be Fully Onsite, work is to be done onsite at a PetSmart location (Phoenix Home Office, PetSmart stores, Merchandise Development Center, Distribution Centers or another PetSmart site).

Field Position:

This position is considered Field based and is considered to be a blend of onsite and remote work activity. Field associates will spend their time both traveling to and spending time in various PetSmart locations and can expect to be asked to travel to Phoenix Home Office periodically throughout the year. Field associates typically work out of their home office when not traveling as outlined above.

SUMMARY

Working within PetSmart’s centralized Associate Relations Team, provides associate relations counsel and guidance to PetSmart leaders and associates. Develops great business partnerships with Phoenix Home Office and regional Human Resources teams, field leaders and various business partners to share best practices and case knowledge. Provides input on department capabilities and develops process efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Advises District Leaders and store leadership on HR policy and procedures, termination decisions, and Coaching to Correct action plans, following PetSmart’s Everyday Performance Management model.
• Provides consultative support and guidance regarding associate relations issues. As a subject matter expert, provides training on company programs, policies and procedures, and relevant labor laws to ensure a positive associate relations environment within the business.
• Stays abreast of latest developments in the associate relations management environment to serve as a subject matter expert and consultant on critical associate issues.
• Leads complex and impartial 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 proposes solutions for district/regional/global opportunities in support of business goals.  
• Leads communications with business partners and operators, including oral presentations and written communications.
• Develops and maintains relationships within Human Resources centers of excellence, and key business partners, to meet business objectives and support stores.
• Participates in Phoenix Home Office (PHO), Canada Home Office (CHO) 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 or minimum of three (3) 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

Multi unit HR 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 recommendations for solutions.
• Must possess ability to create and maintain cross-functional and multi-level relationships.
• 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 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 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 #Life A tPetSmart here: 
• Check out Associate stories and share in some celebrations at PetSmart: 
• Explore PetSmart Benefits here: 
• If you don't already live in the Phoenix area here's a guide to the area:

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.