Our Opportunity:

Chewy is looking for a Customer Service Operations Manager to join our Healthcare contact center in Louisville, KY. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This individual will be someone who likes dealing with ambiguity, change, and enjoys getting into the details to drive improvements every single day. A customer-first mindset is critical for this role. You will be successful in this role because you are passionate about supporting your team and recognize their effort and achievements.

What you'll do:

• Manage all data entry, outbound contact, and inbound contact processes within a day or night shift operation of a Healthcare contact center
• Lead, develop, and manage a team of Area Managers and Pharmacy Technician Leads to provide front end Pharmacy service for the Chewy Healthcare network
• Ensure that all Key Performance Indicators (KPIs) are on target for the operation, such as daily throughput goals, timely order processing, process quality, and HR metrics
• Drive strategic planning and forecasting
• Leverage the Area Managers by sourcing and nurturing ideas, and rolling them into the creation of improvement plans for the functional area
• Mentor, train and develop Area Managers for career progression and learning
• Ability to develop and share best practices across the shifts and network
• Create a positive team dynamic that encourages all employees in the contact center to provide feedback and drive change within the facility, adapt to the ever-changing business, and stay focused on the customer experience
• Drive continuous improvement to quality, cost, and delivery while growing and expanding capabilities within the contact center

What You'll Need:

• A bachelor’s degree from an accredited University or Equivalent Experience
• 5+ years of management experience in contact center/customer service/fulfillment center; prefer retail/e-commerce experience
• At least 4 years of proven experience of effectively managing large groups of hourly employees
• Experience with building or improving customer satisfaction, process quality, and process efficiency
• Excitement for working in a start-up environment with high level of ambiguity and change
• Strong project management and continuous improvement skills
• Metrics driven mindset
• Customer service obsession, with willingness to do whatever it takes to satisfy customer needs
• Effective communicator and leader for employees, direct reports, cross-functional teams and executive leadership
• Proven ability to quickly adapt and drive the right results using data
• Highest levels of integrity and ethics
• Must be flexible to work weekends 
• Position may require travel

Bonus:

• E-Commerce experience
• Certification and/or experience in Lean Six Sigma and/or Green Belt certification

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR at chewy dot com
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