Our Opportunity:

Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Healthcare Customer Service Operations team. This position will report to the Associate Director of Healthcare Customer Service. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mindset is critical for this role.

What You’ll Do:

• Manage a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers.
• Promote an engaging agent experience through other leaders.
• Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives.
• Participate and own the talent review process for all leaders on your team.
• Develop bench strength for Healthcare through effective coaching, feedback, and development plans for your leaders.
• Maintain and execute new leadership onboarding initiatives to enhance the career path experience.
• Contributing to Strategic Planning for the business and driving Change Management and UAT for initiatives (Open Methods refinement, Customer Experience Improvement Initiatives, CHIRP feedback implementation, etc.)
• Operate with a willingness to learn, share, and receive feedback.
• Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members.
• Operate with a sense of curiosity to identify and solution process improvements that would improve the customer experience, employee experience or operational efficiencies.
• Drive Workforce Planning activities for the business through partnership with WFM team (Real Time Queue Management, Overtime and VTO management, Maintaining Staffing files and Team Assignments)
• Own B2B Communications on Escalations with Clinic Partners, Legal, Compliance, and Merchandising
• Ensure Legal Compliance guidelines are adhered to for Vet Diet and Rx
• Facilitate weekly call listening sessions to track the healthcare customer journey and drive improvement in the customer experience.
• Ensure compliance with all company policies.
• Establish relationships with key stakeholders in Merchandising, Product, Business Intelligence, Quality, Workforce, and Learning & Development to earn trust and build partnerships.
• Perform other duties as assigned and needed.

What You’ll Need:

• 5+ years of multi-channel contact center management experience or Healthcare Services experience or equivalent comparable experience
• Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
• Proven coaching skills that can impact both front-line agents and leadership
• BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
• Strong computer and internet proficiency in a technology-driven environment
• Proficiency in MS Office suite (Excel is a must)
• Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
• Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays
• Position may require travel

Internal Requirements:

• No corrective actions within the last 180 days
• At least 90 days in your current position 
• Must be an existing C4 Level

Why Chewy Customer Service?

It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.

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).