Our Opportunity: Chewy is looking for a dynamic Manager of Workforce Analytics to lead the development, execution, and optimization of key customer care programs within our contact centers. In this role, you will be responsible for driving real-time team performance, developing scalable programs, and improving operational efficiency through strategic workforce management. As a leader, you will manage and mentor a team of frontline managers & non-exempt staff while ensuring that tactical programs align with business goals and deliver an exceptional customer-first experience. The ideal candidate is a strategic thinker, program builder, and change agent with a proven track record in workforce management and performance optimization.
What You’ll Do:
- Develop, Implement, and Monitor Workforce Management Programs: Design, implement, and monitor high-impact real-time workforce management programs that drive performance, operational efficiency, and customer satisfaction. Build scalable, repeatable processes that can adapt to changing business needs. Take full ownership of tactical workforce management programs, ensuring their successful execution and continuous improvement.
- Lead and Develop Workforce Management Teams: Build and lead a team of high-performing workforce management managers and staff. Provide mentorship, coaching, and professional development to enhance leadership skills, foster a culture of continuous improvement, and maintain accountability while balancing the employee experience.
- Drive Innovation and Process Improvement: Identify opportunities for innovation and process improvements. Make data-driven recommendations to enhance workforce management and operational effectiveness. Conduct deep dives into data to uncover underlying issues affecting operations and understand the ripple effects of operational decisions on service levels.
- Stakeholder Communication and Alignment: Serve as the primary point of contact between senior leadership, operational teams, and other stakeholders. Maintain strong relationships to ensure alignment on goals, priorities, and performance expectations. Facilitate regular communication on operational status, challenges, and successes.
- Workforce Analytics and Planning: Establish analytical tools to track trends and predict future workforce needs. Use data insights to anticipate potential impacts, drive program improvements, and make proactive adjustments. Run "what-if" scenarios to assess the impact of changes in staffing, shifts, or processes.
- Cross-Functional Collaboration: Partner with HR, IT, and Training departments to ensure that workforce management strategies, training programs, and system enhancements align with and support the success of contact center operations.
- Reporting and Data Insights: Regularly build and deliver reports on KPIs, workforce performance, and program outcomes to senior leadership. Use data analysis to provide actionable insights and recommend improvements to enhance workforce management and operational efficiency.
- Process Optimization and Performance Improvement: Lead efforts to optimize processes and improve performance. Analyze trends and customer feedback to identify opportunities for improvement and collaborate with teams to implement solutions. Ensure smooth transitions during changes and align efforts with broader business goals.
- Promote Chewy’s Operating Principles: Embody and promote Chewy’s Operating Principles, ensuring their spirit is reflected throughout the organization.
- Additional Responsibilities: Take on other workforce management-related tasks and projects as needed.
What You’ll Need:
- 5+ years of workforce management experience, with at least 3 years in a leadership role managing managers and teams in a complex, high-demand customer-first environment.
- Deep understanding of contact center operations, workforce management tools (e.g., Kronos/UKG, NICE, Genesys), and key performance metrics. Expertise in leveraging the tools for managing customer care programs and driving operational improvements.
- Strong leadership skills, with a proven track record of developing teams, driving performance, and leading continuous improvement initiatives.
- Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
- Proven analytical and problem-solving abilities to drive data-informed decisions, optimizing contact center performance through activities such as forecasting, trend analysis, regression analysis, and statistical evaluation.
- Strong experience in data management, with the ability to integrate and synthesize data from various platforms (e.g., Tableau, advanced Excel, Smartsheet, with experience in data programming being a plus) to create actionable insights and deliver clear, impactful visualizations and reports.
- Proven ability to work cross-functionally and collaborate with teams across departments to achieve business goals.
- Experience with structured methodologies (e.g., the 5 Whys, Lean, Six Sigma, or Fishbone Diagram) or similar continuous improvement methodology is a plus.
- Ability to work a flexible schedule to support a 24/7 contact center operation.
- Occasional travel may be required.
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, 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].
If you have a question regarding your application, please contact [email protected].
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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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