Our Opportunity:
Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Operations team. 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 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, Clinic Performance 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.
- 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 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
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
- 5+ years of multi-channel contact center management experience or equivalent
- Proven coaching skills that impact front-line agents and leadership
- BS/BA degree or equivalent experience
- Proficiency in Microsoft Excel
- Proficiency in Microsoft Office suite
- Strong computer and internet proficiency in a technology-driven environment
- Outstanding oral and written communication and presentation skills
- Flexible scheduling including evenings, weekends, and some holidays
- Position may require travel
- Comfortable adapting to rapidly shifting goals and hands-on problem solving
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. 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.
