Senior HR Representative, Tier 2

Welcome to Ross Stores, Inc., where our differences make us stronger… At Ross and dd’s, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities, and ideas of those who work and shop with us. Come join us as we continue our diversity, equality and inclusion journey!


Sr. Representative, HR Services will answer and respond to calls from field, store leadership, distribution centers and corporate; providing counsel and guidance to include: policy interpretation / disciplinary guidance, performance management, benefits, payroll and provides approval for all involuntary terminations. Also will assist Investigators with case management preparation / 3rd Party charge responses / Unemployment and DOL claims hearing preparation and participation as needed. Sr. Rep will conduct and manage the ADA interactive process and monitor execution for consistency within all business units. Will review and approve associate involuntary separations and escalate determination decision as needed. Record and maintain call history and outcomes. Assess in-coming frequency of call topics, identify trends and recommend solutions to address. Critical competencies / skills include: Conflict Management, Listening, Composure, Decision Quality, Problem Solving, Communication, Customer Focus, Dealing with Ambiguity, proficient with Microsoft Word, PowerPoint, Excel, clear/concise written and verbal communication skills and telephone etiquette.


Associate Relations:
o Provide counsel and advice to store, field leadership, DC leadership and corporate business partners as it relates to interpreting policy, performance management; respond to basic associate relations questions such as benefits, payroll, back ground checks, etc. redirecting and teaching as a first response and following-up as needed with the caller and / or manager.
o Review and approve involuntary separations requests for stores and distribution centers. Escalate as necessary.
o Facilitate ADA Interactive conversations based on requests from business units, documenting in case management and following up as needed.
o Work with Manager, HR Services in the interpretation of personnel policies and procedures. Assist field, store, distribution centers and corporate management in redirecting associates when necessary; formulating action plans with managers when potential associate problems are identified.
o Work with HR Analyst to provide analytics and make recommendations to Manager, HR Services regarding potential associate relations issues based on trends.
o Gather critical data (reporting, associate files, policy sign-offs, etc.) to assist Investigators in responding to allegations, 3rd Party charges, Unemployment claims, etc.
o Coordinate with unemployment tax consultant as necessary, regarding state unemployment claims.
o Coordinate and / or investigate Department of Labor claims as needed. Track, record and maintain records.
o Provide guidance to store, field leadership, and distribution center leadership in implementing and communicating personnel, compensation, and benefit policies and procedures.
o Act as resource liaison between stores and distribution centers teams for training, benefits, payroll, engagement, interactives and associate relations needs.

o Assist in evaluating Human Resource training needs based on trends identified in case management; recommending training topics to be presented for store/field leadership/distribution center leadership.

Analysis / Research:
o Partner with Manager, HR Services in the recommendation of human resource policy and procedural changes.
o Together with Manager HR Services, assess needs regarding training, benefits, wages, labor and associate relations. Communicate recommendations to all business partners.
o Initiate analysis / reports / statistical data which may affect stores' human resource performance and/or related business initiatives.
o Analyze statistical data sent from Corporate monthly to help evaluate and enhance the performance against the HR Metrics.
o Monitor Final Pay and Effective Scheduling compliance within guidelines.

• Special projects and other duties as assigned.


• Communication

• Business Expertise

• Listening

• Conflict Management

• Composure

• Dealing with Ambiguity

• Problem Solving

• Decision Quality

• Customer Focus


• Computer Literacy: PowerPoint, Excel, Word proficient, keyboard by touch at 50 WPM

• Communication: Can effectively listen, understand and speak fluent English, bi-lingual a plus. Must be able to clearly and concisely recap conversations and have pull back system to trigger follow up. Must be able to clearly and effectively communicate with all levels of the organization


Job requires ability to work in an office environment, primarily on a computer.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.




This job 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.