Manager, Employee Services

REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism.

This job contributes to REI’s success by managing a team responsible for the delivery of superior service to employees, managers and vendors by the resolving or escalation of Human Resource systems, process, policy inquiries in areas such as Benefits, Compensation, Finance, Employee Relations and Payroll. As the Manager for HR Shared Services, you will play a vital role in the ongoing continuous improvement and growth of this centralized function through the assessment, development and implementation of operational processes to comply with ERISA and other HR regulatory mandates which contribute to achievement of strategic business objectives. You will also lead the delivery of major initiatives, complex analysis and projects on behalf of the Co-Op. This role requires working collaboratively with others and across all HR disciplines to manage various people/business issues.

• Directs the day-to-day operations of the Employee Service Specialists and ESC Supervisor Team.
• Models and acts in accordance with REI’s guiding values and mission
• Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
• Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.
• Challenges and inspires employees to achieve business results.
• Ensures employees adhere to legal and operational compliance requirements.
• Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.
• Conducts and ensures the completion of performance reviews.
• Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.
• Establishes and maintains visibility within the department.
• Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.
• Leads continuous improvement of existing internal processes as well as the successful introduction of new services/initiatives to the Employee Service Center.
• Provides insight to the impacts, timing and delivery of employee communications and exhibits.
• Ensures employees and protocols adhere to legal and operational compliance requirements.
• Contributes to functional planning, applying current knowledge of compliance and operational process requirements.
• Provide updates and training in compliance areas, including but not limited to ERISA, HIPAA, FMLA, etc.
• Partner and serve as a liaison with HR functional areas to establish business rules and processes for service escalation protocols and resolving service delivery related issues that may arise.
• Acts as an active member of HR Leadership Forum, by discussing business needs, sharing program updates and ensuring program integration with other HR services.
• Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.
• Leads the delivery of major initiatives, complex analysis and projects on behalf of the Co-Op.
• Prepare budget recommendations.

• 5 years of experience working in Human Resources or related field.
• 2 years of experience in retail, service industry or branded organization.
• 4 year degree in business, HR or related field and / or equivalent work experience.
• 3 years of experience with HR/Benefit plan design and administration, creating and developing learning solutions to meet employee and business needs.
• Ability to identify and understand business issues and client needs, problems and opportunities and create solutions which support the organization’s strategic direction.
• 2 years of experience in project management including ability to create action plans and timelines, manage multiple initiatives simultaneously, oversee and direct the activities of others and complete assignments in a timely manner on budget.
• Ability to coordinate and collaborate with subject matter experts and translate their knowledge into actionable business processes.
• Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
• Creates a strong, mutually supportive work spirit and culture where people can do their best.
• Establishes trust and inspires others.
• Makes effective organization and people decisions in a manner consistent with REI's values and ethics.
• Delivers on commitments and holds others to same.
• Champions the organization and advocates solutions in the overall Co-Op's best interest.
• Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
• Consolidates information from various sources including feedback from others to reach sound decisions.
• Considers the ultimate impact of decisions and actions on internal and external customers.
• Fosters change in company direction.
• Effectively plans and executes changes.

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us.