ADA Accommodation Case Manager

This is a remote opportunity. The salary range for this position is $83,500 - $92,500 per year if you are located in Boston, MA. The salary range will be $79,325 - $87,875 per year if you are located in Dallas, TX. The base salary offered may vary depending on location, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Wayfair is seeking an Accommodation Case Manager to join our centralized, virtual Employee Resource Center (ERC), which provides high-quality Talent Management support to Wayfair employees globally. This role will sit within the Leaves and Accommodations workstream, handling requests for accommodations under the Americans with Disabilities Act (ADA). As a key member of the ERC team, you'll provide timely, empathetic resolutions and contribute to continuous improvement efforts across our processes.

What You'll Do 

• Respond to employee inquiries regarding HR policies, procedures, and systems within the Leaves and Accommodations workstream, with a focus on ADA support.
• Serve as a subject matter expert and reliable resource for ERC teammates, cross-functional stakeholders, and internal partners.
• Engage in the interactive process with Talent Management and the business to identify reasonable accommodations that allow the employee to perform the essential functions of their role.
• Review documentation to determine if an employee meets the definition of disabled under the ADA and identify alternative accommodation options.
• Periodically assess the effectiveness and impact of accommodations on the employee and the business.
• Exercise judgment in managing inquiries, escalating when needed, and providing guidance that aligns with policy while balancing employee experience and business risk.
• Manage return-to-work processes, including medical clearances.
• Maintain accurate and up-to-date leave records in Workday, ServiceNow and other relevant systems.
• Ensure compliance with all federal, state, and local leave laws and regulations, staying current on legislative changes.
• Identify trends and root causes in employee questions or service gaps; share insights and recommend changes to improve results.
• Support process improvements by reviewing and enhancing SOPs, templates, and internal documentation.
• Adapt quickly to shifting business priorities and take on additional responsibilities or special projects as needed.

What You'll Need

• Bachelor's degree in Human Resources, Business, or related field preferred.
• Experience with U.S. leave laws, specifically ADA, and a strong interest in learning the nuances of accommodation processes.
• Prior experience in HR, customer service, shared services, or a call center environment.
• Experience with HRIS and ticketing systems such as Workday and ServiceNow preferred.
• Strong decision-making and prioritization skills, with the ability to recognize when to escalate complex cases.
• Demonstrated research skills and the ability to synthesize information from multiple sources to resolve issues efficiently.
• Ability to analyze and interpret HR-related data, trends, and reports.
• Comfortable working in a fast-paced, dynamic, and sometimes ambiguous environment.