Our Opportunity
Chewy is seeking an Associate Director, Customer Care Real-Time Workforce Management to lead the tactical workforce management and workforce enablement capabilities supporting a complex, multi-channel Customer Care operation.
This leader will own the operating mechanisms, decision support, governance, and leadership routines that translate demand, staffing, and operational signals into timely actions across multiple lines of business and more than 25 customer-facing channels. Additionally, this leader will be responsible for the ongoing training and development of the WFM real-time team. The role is accountable for balancing customer experience, Team Member experience, service level, speed of answer, occupancy, adherence, productivity, and labor cost.
The Associate Director will partner closely with key leaders and stakeholders across the business include: Operations, Forecasting and Planning, Scheduling Strategy, Technology, Routing, Data and Business Intelligence, HR, and Finance to improve real-time decision-making, forecast-to-actual visibility, skill and routing governance, contingency execution, and workforce flexibility.
This is a highly visible people-leadership role requiring sound judgment under pressure, the ability to establish clear decision rights, and a demonstrated commitment to both the customer and employee experience while delivering on stated financial goals.
Responsibilities:
Real-Time strategy and execution
- Enable the delivery of a world class customer experience across Chewy's various businesses and multiple channels
- Lead the Real-Time Management function supporting a highly dynamic 24/7 multi-channel Customer Care operation.
- Establish operating standards, decision rights, escalation paths, and performance expectations for our team of Real Time analysts, supervisors, managers, and senior leaders.
- Translate demand, staffing, forecast, and operational signals into timely intraday actions that balance service level, ASA, occupancy, adherence, productivity, cost, and Team Member experience.
- Lead tactical execution during peak periods, promotional events, severe weather, system disruptions, staffing shortfalls, and other business-continuity events.
- Establish a closed-loop process to convert real-time observations and plan-versus-actual performance into improvements in forecasting, scheduling, routing, staffing, and operating playbooks.
- Partner with Forecasting and Scheduling leaders to improve capacity alignment, forecast transparency, schedule effectiveness, flexible scheduling, and intraday execution.
Workforce enablement and profile management
- Lead workforce enablement and Profile Management capabilities, including agent profiles, skills, routing configuration, workforce records, audits, and change governance.
- Improve visibility into cross-skilled and burst-capacity resources and ensure that skill and routing changes are accurate, controlled, and operationally effective.
- Partner with Technology and Routing teams to improve routing logic, platform capabilities, and the connection between demand and available capacity.
- Ensure that workforce administration processes reduce defects, unnecessary handoffs, and avoidable operational friction.
Data, automation, and decision support
- Lead the modernization of manual and spreadsheet-based Real-Time processes through centralized data, automation, reporting, and decision-support capabilities.
- Develop reporting that gives Real-Time leaders and Customer Care executives a clear view of network health, emerging risks, plan-versus-actual performance, capacity constraints, and required actions.
- Use data and automation to improve speed, consistency, and quality of countermeasures such as staffing reallocations, OT, VTO, NPT, adherence actions, routing changes, and channel management.
- Establish a roadmap for Real-Time technology, reporting, automation, and process improvements.
Leadership and organizational health
- Build and develop a high-performing team of Real-Time leaders and analysts with strong technical capability, business judgment, and operational ownership.
- Develop leaders who can operate independently, make timely decisions, and support the team through ambiguity and rapidly changing business conditions.
- Maintain visible leadership presence in the operation and ensure that communication commitments are completed with clear ownership and follow-through.
Cross-functional partnership
- Partner with Customer Care Operations to align on Service standards, thresholds, handoffs, decision authority, and exception management.
- Partner with upstream business, promotional, CRM, fulfillment, and technology teams to identify demand or operational risks early and ensure Customer Care is incorporated into planning decisions.
- Provide Real-Time input to annual, quarterly, and monthly capacity and labor planning.
- Represent Real-Time Management in cross-functional transformation, platform migration, process improvement, and organizational design initiatives.
Qualifications
- Bachelor's (Masters or MBA preferred) degree in mathematics, statistics, operations research, industrial engineering, computer science, economics or related field
- 8 or more years of experience in Workforce Management, Real-Time Management, Command Center operations, or large-scale multi-channel contact center operations.
- At least 4 years of experience leading people leaders and distributed operational teams.
- Demonstrated experience managing performance across multiple channels, lines of business, sites, and staffing models.
- Strong understanding of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor-cost tradeoffs.
- Proven ability to establish operating models, decision rights, escalation frameworks, SOPs, and contingency playbooks.
- Experience in a high-volume retail, e-commerce, healthcare, or similarly complex customer-service environment.
- Experience leading 24/7 operations across voice, chat, email, and other digital channels.
- Experience with workforce automation, predictive analytics, AI-enabled decision support, or data-platform modernization.
- Experience leading automation, reporting modernization, technology implementation, or process transformation.
- Strong analytical and data-literacy skills, including experience with AI models, SQL, Excel, business intelligence tools, or comparable reporting platforms.
- Experience with enterprise WFM and contact-center platforms such as NICE, Genesys, Verint, Alvaria, UKG, or comparable systems.
- Demonstrated ability to communicate clearly with frontline Team Members, operational leaders, executives, and technical partners.
- Strong judgment, urgency, organization, and follow-through in a highly dynamic environment.
Preferred qualification
- Experience leading Lean, Six Sigma, Kaizen, or comparable continuous-improvement
The base salary range for this role is $137,500 - $221,500.00.
- The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.
We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- Bachelor's degree in mathematics, statistics, operations research, industrial engineering, computer science, economics, or a related field
- 8 or more years of experience in Workforce Management, Real-Time Management, Command Center operations, or large-scale multichannel contact center operations
- At least 4 years of experience leading people leaders and distributed operational teams
- Experience managing performance across multiple channels, lines of business, sites, and staffing models
- Strong understanding of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor-cost tradeoffs
- Experience establishing operating models, decision rights, escalation frameworks, SOPs, and contingency playbooks
- Experience in a high-volume retail, e-commerce, healthcare, or similarly complex customer-service environment
- Experience leading 24/7 operations across voice, chat, email, and other digital channels
- Experience with workforce automation, predictive analytics, AI-enabled decision support, or data-platform modernization
- Experience leading automation, reporting modernization, technology implementation, or process transformation
- Strong analytical and data-literacy skills, including experience with AI models, SQL, Excel, business intelligence tools, or comparable reporting platforms
- Experience with enterprise workforce management and contact-center platforms such as NICE, Genesys, Verint, Alvaria, UKG, or comparable systems
- Ability to communicate clearly with frontline team members, operational leaders, executives, and technical partners
- Strong judgment, urgency, organization, and follow-through in a highly dynamic environment
- Experience leading Lean, Six Sigma, Kaizen, or comparable continuous improvement
- Master's degree or MBA
What the Team is Saying
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary, bonuses, equity opportunities, healthcare benefits, employee discounts, and career growth opportunities. The company emphasizes supporting employees across ecommerce, healthcare, pharmacy, customer service, technology, and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary, performance bonuses, commissions, and equity depending on role and level. Built In also notes benefits such as relocation assistance, employee discounts, and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, disability coverage, telemedicine, mental health resources, and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically, mentally, and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts, employee discounts on Chewy products, parental leave, fertility support, family-focused benefits, and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements, flexible scheduling, commuter benefits, PTO, paid holidays, and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities, mentorship, leadership development, cross-functional learning, and exposure to large-scale ecommerce, automation, healthcare, and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits, employee discounts, coworkers, and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
Chewy Insights
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
