Our Opportunity:

Chewy is looking for a Customer Service Process Engineer to drive process standardization, documentation and continuous improvement across our customer service functions. This position is responsible for delivering a complete understanding the direct and indirect components of our customer service processes, including functions managed by other teams (including Marketing, Fulfillment, and Product teams) and/or external partners. With this deep understanding, this role will then identify defects which have the potential to negatively impact our internal and/or external customer experience. This role will operate at depth with data and leverage engineering methodologies to develop, implement and measure process improvements with a focus on experience improvement. A key factor of this role will be providing solutions to complex customer problems with heavy emphasis on quality growth and ability to gain buy in from multiple levels in organization. 

What you’ll do:

• Independently prioritize and accomplish multiple tasks within established time frames and effectively accomplish assigned duties through work with peers and partner teams.
• Develop deep understanding of CS processes by developing and/or reviewing process flows and modeling, process standards and engineering specifications
• Determine how to simplify customer service processes or deliver reduced defects and improved efficiency for both our CS agents and customers.
• Establish management control systems for cost analysis and optimal budget planning
• Support the implementation, standardization and deployment of new tools and processes to the customer service organization
• Apply IE skills and methodologies to opportunities that improve experience, consistency and efficiency for both our internal and external customers
• Direct studies in CS contact center operations to maximize workflow effectiveness
• Conduct continuous hands-on reviews of Standard Operating Procedures (SOPs) to ensure compliance with all defined processes
• Partner with Sr. Leadership and Site leadership to support tool and process improvements across all customer contact channels (email, phone, chat, social and self-service) 
• Serve as business partner on various projects which impact customer service operations such as staffing/schedule policies and agent utilization. 
• Travel as required (15-20%) to support business needs

What you’ll need:

• Bachelor’s degree in Industrial Engineering, Statistics, or related field from a four-year college or university
• Minimum 4 years professional experience in healthcare, quality, or process engineering, preferably in an ecommerce fulfillment center, healthcare, or customer contact center environment. An equivalent combination of education and related experience may be substituted
• Experience with the development and maintenance of Standard Operating Procedures (SOPs), including intake and governance
• Experience with Six Sigma, lean manufacturing, logistics or fulfillment/contact centers is strongly preferred
• Excellent interpersonal, verbal and written communication skills as well as analytical capabilities are required

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).