Chewy is seeking a motivated and experienced Team Manager to join our WOW team, focused on leading operational teams through the lens of continuous improvement. This role blends hands-on leadership with Lean and 5S methodologies to drive efficiency, standardization, and best in-class quality. As a people-first leader, you will guide a team of direct reports, ensuring top-tier performance, innovation, and customer satisfaction across multi-workstream support environments.
What You'll Do:
- Lead and mentor team members within a multi-workstream environment
- Ensure Standard Operating Procedures (SOPs) are regularly reviewed, updated, and followed to maintain operational consistency and compliance.
- Identify operational inefficiencies using data, trends, and feedback to implement process enhancements that improve team performance and customer satisfaction.
- Collaborate cross-functionally to support the deployment of new tools, processes, and system updates.
- Deliver individualized feedback and coaching to close performance gaps and develop top-performing teams.
- Conduct regular team huddles, performance calibrations, and retention checks to promote alignment and continuous learning.
- Monitor team metrics and prepare data-driven reports for leadership on productivity, quality, and process improvement outcomes.
- Partner with stakeholders across Customer Care Operations to drive scalable and sustainable improvements.
What You'll Need:
- 2+ years of leadership experience in a customer service, fulfillment, or operations environment, preferably in high-volume, multi-channel settings.
- Demonstrated experience in process improvement, continuous improvement, or Lean initiatives.
- Hands-on knowledge of 5S principles and the ability to implement workplace organization strategies.
- Familiarity with SOP development, process mapping, and defect elimination.
- Proficiency in data analysis and the ability to translate metrics into actionable plans.
- Strong coaching, mentoring, and talent development skills.
- Excellent communication skills, both verbal and written.
- Ability to manage competing priorities in a fast-paced environment with a strong sense of urgency.
- Proficiency in Microsoft Office Suite, including Excel.
- Willingness to travel up to 20% and work flexible hours as needed.
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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Top Skills
What the Team is Saying
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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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
