Leave of Absence Team Lead

Wawa, Inc.; Media (Delaware County); On-site; USD 85,000 - 115,000; Full time

Job summary

Wawa, Inc. in Corporate is seeking a Leave of Absence Team Lead to serve as operational lead for LOA case management and supervise LOA Specialists.

This role mentors, trains, and holds staff accountable for performance and service standards while handling complex leave scenarios in compliance with policies and regulations. Essential duties include supervising onboarding and training, advising on ADA/FMLA/USERRA, and partnering with HR to manage workflow and improvements.

Qualifications

• Bachelor’s degree preferred or equivalent professional experience.
• 3–5 years’ experience in leave of absence management with leadership responsibilities.
• Comprehensive knowledge of HR leave laws (ADA, FMLA, USERRA) and regulations.
• CLMS, CPDM, or related certification preferred.
• Experience with leave of absence systems and HR platforms.

Responsibilities

• Directly supervise LOA specialists, including onboarding, coaching, and performance management.
• Oversee LOA case management and ensure regulatory compliance.
• Collaborate with HR partners to advise on eligibility and accommodations.
• Monitor case volume and staffing to maintain service levels and quality.
• Escalate high-risk cases and drive process improvements.

Skills

Leadership

Communication

HR knowledge

Mentoring

Education

Bachelor’s degree or equivalent

Tools

HR systems

Case management

Job description

Soar with us at Wawa.We believe we can make life a little better every day – one smile, hoagie, or experience at a time. And there’s one secret ingredient that truly sets Wawa apart: Our Associates. At Wawa, you’ll be part of a caring team that’s dedicated to helping all of us fly high – together. We’re team players, day-brighteners, and go-getters: and we know that Wawa is a place where we can build skills to thrive and open doors to new career opportunities. We’re proud to be a part of a winning team of Associate owners who shape our success. We’re committed to helping our communities and one another at every turn, because we know that when we fly together, there’s no limit to how far we can go.

Ready to be part of a team that helps you reach new heights? Join our flock and get ready to soar.

Job Description

Job Title: Leave of Absence Team Lead

Location: Corporate

Department: Leave of Absence

Job Summary: The Leave of Absence Team Lead serves as the operational lead for LOA case management and provides direct supervision to Leave of Absence Specialists. This role is responsible for mentoring, training, and holding LOA Specialists accountable for performance and service standards. The Lead manages complex and high-risk leave scenarios, ensures compliance with company policy and applicable regulations, and supports the Supervisor of Leave of Absence in the administration of all leave programs. Acts as a resource for escalated cases, drives consistency in case management, and contributes to process improvements.

Principal Duties

• Directly supervise Leave of Absence Specialists, including responsibility for hiring, onboarding, training, coaching, and performance management.
• Participate in workforce planning and staffing decisions in collaboration with the Supervisor of Leave of Absence.
• Manage the leave of absence department services and ensure all operations fall within defined standards (service level, quality, response time, processes…)
• Monitor daily activities of the team to ensure desired productivity and customer service goals are met.
• Serve as the primary operational lead for LOA case management, overseeing the day-to-day activities of Leave of Absence Specialists.
• Serve as a subject matter expert for company leave programs and the central point of contact for all Leave of Absence related escalations.
• Monitor and analyze contact volume to ensure proper staffing levels and availability to maintain service levels.
• Manage complex, high-risk, or escalated leave cases, including those involving ADA, FMLA, USERRA, and other applicable laws.
• Consult with and advise associates, managers, and HR partners regarding eligibility, qualification requirements, and the interactive process for leave and accommodations.
• Review and approve/deny leave requests based on relevant medical information and compliance requirements.
• Ensure accurate and timely documentation of all leave cases in the leave administration system.
• Collaborate with the Supervisor of Leave of Absence to monitor team performance, identify training needs, and implement process improvements.
• Ensure current knowledge of Federal, State and local regulatory requirements impacting leaves of absence including State paid leave programs (i.e.: NJ Paid Family Leave).
• Recognize and analyze key trends and recommend solutions.
• Support the Supervisor in maintaining compliance with federal, state, and local leave regulations, and in preparing for audits or legal matters.
• Facilitate team meetings, share best practices, and foster a collaborative team environment.
• Escalate critical or high-risk cases to the Supervisor or HR leadership as appropriate.
• Provide overall direction and support for team and monitor and assess individual work in accordance with high standards of excellence. Provide feedback, coaching, support, opportunities for development, complete performance appraisals, take corrective action when appropriate, and participate in hiring decisions.

Essential Functions

• In-depth knowledge of ADA, FMLA, USERRA, and other relevant regulations pertaining to paid and unpaid leaves of absence.
• Strong leadership, mentoring, and coaching skills.
• Excellent organizational skills and attention to detail.
• High level of professionalism, confidentiality, and discretion.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Excellent written and verbal communication skills tailored to a diverse audience.
• Strong capacity to balance associate advocacy with risk and compliance.
• Self-motivated with independent critical thinking and problem-solving skills.
• High volume customer service experience.

Basic Qualifications

• Bachelor’s degree preferred or equivalent professional experience.
• 3–5 years’ experience in leave of absence management, with demonstrated leadership or supervisory responsibilities.
• Comprehensive knowledge of HR leave laws, ADAAA, and applicable state/federal regulations.
• CLMS, CPDM, or other relevant certification preferred.
• Experience with leave of absence systems and HR systems.

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.