Overview REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet. This job contributes to REI’s success by providing project management and process analysis to the HR Shared Services team and other HR functional areas as needed. This role provides consultation on employee facing communication materials, acts as a bridge between HR functional disciplines to ensure accuracy of HR programs, systems, and benefit information and supports the Employee Services Manager by taking on additional project work as needed. This role provides support to the Employee Service Center Representatives by providing second-level support for escalated ESC issues and further supports the Employee Services Specialist I role as a secondary point of escalation. Models and acts in accordance with REI’s guiding values and mission. Responsibilities and Qualifications Leads implementation and ongoing administration of new program(s) or project(s) handled by the HR Shared Services team. Provides coordination and leadership in the execution of day-to-day and longer term HR program/project activities including but not limited to annual benefits Open Enrollment, HR system implementations and upgrades, and supporting communication of new or changing HR initiatives. Oversee employee education practices on all ServiceNow – HRSD module processes through the preparation of educational materials and using the application Act as a Subject Matter Expert on HR Policies or Programs such as attendance, sick time, sabbatical program & HRSD (ServiceNow) Work with ESC Manager to provide analytics and make recommendations for Total Rewards Organization regarding employee call/case trends specific to stores, DC’s, HQ and Union locations Work with Manager to guide Store, Distribution Centers, and Corporate HRBP’s in implementing and communicating new HR policies and procedures. Partner with ESC Manager in recommending human resource policy and procedural changes based on call and case trends. Assist in evaluating Human Resource training needs based on trends identified in case management; recommending training topics to be presented for Store, Distribution Centers, and Corporate HRBP’s With an emphasis on employee benefits administration, this role audits, identifies and analyzes data issues to vendor partners and drives resolution in partnership with the HR Tech and Benefits teams. Defines auditing procedures for issue identification and resolution with an eye toward continued process improvement. Mentor and train new ESC Representatives and Specialists on HR issue resolution and call center best practices. Support other HR representatives in resolving complex employee inquiries within the team including conducting root cause analysis as needed on issues and recommending process and service enhancements to the leadership team Project Management of the annual open enrollment period: including but not limited to distribution of materials from carriers, assists with communicating changes to employees and arranges for on-site representation by providers, and schedules presentations. Partners with Benefits Team on analysis, provides recommendations and supports implementation of new health & wellness initiatives or vendor partnerships. Responds and resolves Tier 2 escalation of issues, supports ESC Representatives & Specialists and investigates employee, vendor and system concerns through resolution. Ensures that when required, issues are escalated to the ESC Manager and/or the appropriate COE. Qualifications SPHR or PHR certification (preferred) Project Mgmt experience and ability with planning and leading small and medium scale HR projects Three to Five years of HR Experience in HR Shared Service or Generalist capacity Two or more years working in and implementing HRSD – ServiceNow module or applicable case management system Knowledge of Contact Center Technologies (Telephony & CRM – HRSD ServiceNow) One or more year’s coordinating with HR Information Systems and/or HR vendors in the administration of HR programs, vendor payments and payroll deductions. Working knowledge in benefits administration and basic accounting principles Strong proficiency in basic MS Office applications, with intermediate Excel skills Ability to handle highly sensitive and confidential information. Ability to process data and documents in accordance with established policies and practices Actively participates and collaborates with others on one's own team and across REI to achieve business goals Ability to work in a self-directed manner with little or no supervision Flexible in one's viewpoints and positions in order to support the direction taken by others at REI. Closing At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn. Pay Transparency We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile. Pay Range $28.08 - $42.21 per hour