Our values start with our people, join a team that values you!
We are the nation’s largest off-price retailer with over 2,000 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:
- Success. Our winning team pursues excellence while learning and evolving
- Career growth. We develop industry leading talent because Ross grows when our people grow
- Teamwork. We work together to solve the hard problems and find the right solution
- Our commitment to Diversity, Equity & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.
Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.
GENERAL PURPOSE:
Mitigate risk for the company and drive engagement by managing timely responses to Associate concerns raised through open-door channels. Execute prompt, timely, thorough, and proactive responses to Alertlines, 3rd party charges, Associate correspondence, social media, or any actionable trends identified through Case Management requiring on-site or remote investigative activity. Provide Associate Relations support for critical incidents such as suicidal associates and domestic violence. Support after-hours critical incident coverage as assigned. Coach and counsel business unit leadership on managing Associate Relations issues. Facilitate Key People Processes and Approachable Leadership training or conduct Climate Surveys in response to Associate Engagement results. Through the investigation process, monitor, validate, and ensure compliance with internal HR policies and procedures and external local, state, and federal laws. Follow all HR Services processes and work with the HR Services Leadership team and legal partners to provide documentation, reports, or investigative case files or records as needed.
The base salary range for this role is $66,800 - $98,350. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.
Benefits offered to all Associates include Accident, Critical Illness, Vision, Auto, Home, and Pet insurance programs; Associate Discount, Identity Protection, Associate Purchase Program, Benefit Hub Discount Mall, Employee Assistance Program and Commuter Benefits, 401K (service requirements), Employee Stock Purchase Program, Ross Cares Fund, College Discounts, Sick Pay (where legally required) and Referral Bonuses. In addition, all Full-Time Associates, including FT Retail Associate, Area Supervisor, Assistant Store Manager and Store Manager, are eligible for extended benefits offered including Medical/Dental/Vision Health Insurance, Legal Insurance, Vacation Buy, Flexible Spending Account, Health Savings Account, Life/ADD Insurance, Long- Term Disability, Enhanced Maternity and Parental Leave Benefit, Vacation Pay accrued at a rate of 15 days/year, 15 Personal and Company Holidays. AS, ASM and SM Associates in Stores and Exempt Corporate and Merchandising roles are also eligible to receive a Bonus based on individual and business performance.
ESSENTIAL FUNCTIONS:
Associate Relations-Investigations:
• Conduct on-site/remote investigations as assigned by the Associate Relations Case Manager identified through Case Management, Alertline, 3rd party channels, social media, associate correspondence, or other vehicles. Required to conduct investigations for all shifts for the business units HR Services supports.
• Follow HR Services investigation and response processes to ensure consistency and mitigate risk. Enter case notes and supporting documentation, including reporting and video from investigations into the Case Management system daily and in a timely/thorough manner.
• Work closely with the HR Services team to ensure cross-functional sharing of activities and outcomes.
• Together with the support team, run reporting and provide related documents such as case management history, compliance sign-offs, etc., to assist in responding to 3rd party claims agency/attorney charges. Conduct investigations as needed for further case closure.
• Respond on site as necessary to any crises working with the LP and 3rd party - Magellan.
• Conduct Domestic/Intimate Partner Interactives and follow established protocols.
• Respond to cases involving Suicidal Associates by following established protocols.
• Lead First Responder process.
• Through investigations, monitor that stores are proactively executing a Pro-Associate culture.
• Advise on Corrective Action Guideline adherence and counsel Store Management on policy violation disciplinary action to ensure consistency.
• Interpret personnel policy. Assist Field Leadership in redirecting Associates when necessary and formulating action plans with managers when potential associate problems are identified.
• Develop self by staying abreast of HR techniques and trends.
Compliance:
• Respond (within 48 business hours - 24 business hours for Sexual Harassment) to all case management, critical incidents, 3rd Party charges, or other forms of notification relating to Associate relations allegations.
• Meet established service level expectations, including expected case closure productivity and days to close goals.
• Follow all HR Services Investigation and Communication processes.
• Final Pay and effective scheduling within guidelines.
• Recommend follow-up on appropriate disciplinary action for repeat compliance issues.
Government Regulations:
• Work with legal to help support as needed in the research and documentation of any state or federal agency complaints and coordinate response with legal counsel.
• Stay abreast of regional, state, or federal AR-related legislation and changes that may affect company policy/procedure.
• Conduct or follow up on ADA regulations and Interactives as necessary to ensure we remain compliant.
Training:
• Conduct training workshops and seminars as needed.
Analysis/Research:
• Recommend human resource policy, and process improvement recommendations to the supervisor in response to changing needs or trends.
• As part of the investigation process, assess training, benefits, wages, labor, and associate relations needs and communicate recommendations to business partners.
• Initiate analysis/reports / statistical data as part of the investigation process and use this data to support findings and identify trends.
Liaison to Corporate Office/Field/Distribution Center:
• Guide business unit leaders as needed in implementing and communicating Human Resources, compensation, and benefit policies and procedures.
• Act as liaison between business units (corporate, stores, DCs) for training, benefits, labor, and associate relations needs.
Special projects and other duties as assigned.
COMPETENCIES:
Communicates Effectively
Dealing with Ambiguity
Collaboration
Manages Conflict
Decision Quality
Ensures Accountability and Execution
Business Acumen
Plans, Aligns, and Prioritizes
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:
• 3-5 years of multi-unit retail HR or similar Associate Relations Call Center/Shared Services experience preferred
• Workplace Investigations Training preferred
• Knowledge of NLRB-related issues is a plus
• Degree(s) in Business Administration, Organization Development, Human Resources, or other related field preferred
• Excellent interpersonal, presentation, facilitation, analytical, organizational, and communication skills required
• Working knowledge of Excel, Word, and Outlook
PHYSICAL REQUIREMENTS/ADA:
This position requires the ability to work in an office environment, including using a computer, attending meetings, working as part of a team, and the ability to communicate with team members and others. Regular attendance also is a requirement of the position.
Occasional Requirements: The job occasionally requires bending, kneeling, reaching, and lifting up to 10 pounds.
May also require occasional 10-15% short notice driving and/or air travel, including traveling overnight (single or multiple) for on-site investigations, business functions, or site visits.
This position may be performed remotely anywhere within the United States. #LI-Remote
SUPERVISORY RESPONSIBILITIES:
None
DISCLAIMER:
This position description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.
Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.
