Chewy is seeking a Senior Operations Manager for Core Operations to lead through complexity with clarity, precision, and accountability. This role requires a strategic operator who can translate high-level objectives into cross-functional execution. To succeed, this leader must be decisive in ambiguous environments and capable of guiding others through change. They set the tone for adaptability by reinforcing shared understanding, and ensuring teams stay connected to both outcomes and each other.
This leader is ultimately responsible for performance - designing how work gets done, shaping the systems that drive results, and ensuring progress is measured and understood. Their leadership must be extended through others by building coaching muscle, deepening accountability, and strengthening judgment at every level.
Above all, this role calls for someone who centers people and customers on every decision. They build durable structures for development and recognition, challenge leadership to grow through feedback, and build high-trust partnerships that elevate service and experience across the business.
What You'll Do:
Strategic Execution and Operational Leadership
- Owns the execution of Customer Care strategies by aligning cross-functional priorities, applying first-principles thinking to remove friction, and balancing capacity to deliver scalable, high-impact experiences.
- Guides teams through shifting priorities by modeling adaptability, driving alignment through shared mental models, and serving as a consistent steward of clarity during ambiguity and change.
- Acts as the senior-most operator responsible for performance outcomes, applying systems thinking to generate insights, inform decisions, and drive progress toward objectives and key results (OKRs).
People Development and Performance Enablement
- Sets clear standards for growth, recognition, and engagement to ensure development and connection remain central.
- Owns the cultivation of a people-first, customer-centric culture for up to 300 Team Members by embedding leadership behaviors rooted in feedback loops and shared accountability.
- Leads a team of experienced leaders by strengthening their decision quality through probabilistic thinking, reinforcing ownership of outcomes, and advancing coaching effectiveness to sustain high performance within a dynamic environment.
- Establishes performance management mechanisms that enable consistent coaching, transparent feedback, and visible progress against OKRs across all leadership levels.
- Uses inversion to proactively identify failure points in leadership development, refining onboarding and coaching strategies to prevent common breakdowns in capability or culture.
Systems Thinking and Partner Engagement
- Builds and inspect repeatable mechanisms that equip teams to navigate critical processes, distill complexity into clarity, and translate knowledge into consistent execution.
- Synthesizes insights across people, tools, and workflows to identify root causes, inform continuous improvement, and shape scalable technology enhancements; translates findings into concise narratives that align stakeholders and drive execution.
- Strengthens operational outcomes through structured partnerships: aligning decisions with leaders, ensuring policy adherence with HRBPs, executing service pivots with WFM, and surfacing customer-impacting trends with QA.
What You'll Need:
- 5+ years of experience in operations, customer experience, or a related field, including 3+ years leading leaders-of-leaders in a high volume, multi-channel support environment.
- Multi-channel contact center experience, with current or previous people leadership experience of 5+ years.
- Deep understanding of performance management systems, including coaching frameworks, accountability models, and feedback mechanisms that scale across leadership levels.
- Experience using mental models to guide decision-making and solve ambiguous or complex problems.
- Exceptional written and verbal communication skills, including the ability to craft executive-ready documentation and lead conversations that drive clarity and alignment.
- The ability to thrive in fast-paced, constantly evolving environments, while maintaining calm, focus, and execution discipline.
- Experience working across matrixed teams and influencing without authority to build alignment and drive results.
- Strong analytical mindset with experience in data validation, metric development, and actionable performance insights, interacting with tools like Power BI, Tableau, and speech-to-text analytics.
- Strong AI/NLP query and prompting skills and experience to explore solutions from multiple data sources.
- Candidate must be flexible with scheduling as the position could include evenings, weekends, and some holidays.
- Position may require travel.
Why Chewy Customer Care:
We Create Well-Being and Belonging
You show up with empathy and compassion, creating a workplace where your team feels valued, supported and empowered to thrive.
We Invest in Growth and Development
You develop and prepare people with opportunities to stretch their skills, explore new roles, and build a meaningful career. Growth is more than moving up...its moving forward.
We Recognize and Appreciate
You make people feel seen, from daily wins to big milestones, you acknowledge and celebrate their effort, heart, and results.
We Give a Voice to our Team Members
You listen to their feedback to use it to shape the way we work. Through open dialogue and mutual respect, you build a culture where insights drive improvements your team and our customers.
We Do Meaningful Work
The work you do is vital to delivering the care and trust our customers now rely on. This team is the heart of Chewy's award-winning brand and the work you do matters - it makes Chewy, Chewy
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].
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What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential. We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that. At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch. Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey. We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets. We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone. Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time. With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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