Chewy
We're on a quest to help people connect through pets.
Louisville, KY

Customer Service Operations Manager at Chewy (Louisville, KY)

| Louisville, KY
Sorry, this job was removed at 2:12 p.m. (CST) on Tuesday, July 12, 2022
Find out who's hiring in Louisville, KY.
See all Operations jobs in Louisville, KY
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Our Opportunity:

Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Healthcare Customer Service Operations team. This position will report to the Associate Director of Healthcare Customer Service. 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 for Healthcare 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, Customer Experience Improvement 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 for Vet Diet and Rx
  • 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 Healthcare Services 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

Internal Requirements:

  • No corrective actions within the last 180 days
  • At least 90 days in your current position 
  • Must be an existing C4 Level

Why Chewy Customer Service?

It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

  • YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
  • YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
  • YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
  • YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
  • YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.
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 [email protected] 
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
See More
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS
Previous
Next

What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

An Insider's view of Chewy

What’s the vibe like in the office?

Fast paced! We work in "doggy-years" here. It's a place where talent and hard work is valued and where team members can think big and can bring their dreams to life.

Greg

Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

At Chewy, one of our operating principles is Accelerate Time. We release new features weekly, fail fast, and iterate often to bring incremental progress quickly to our Pet Parents. Our success is driven by a customer first mentality, a culture of collaboration, and empowering individuals and teams.

Heather

Associate Director, Product Management

How does the company support your career growth?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!

Rich

Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.

Mike

VP, Software Engineering

What projects are you most excited about?

Collaborating with so many different teams on a daily basis and seeing how we all come together to help pet parents find the products that they need for their pets.

Victoria

Senior Integrated Marketing Manager

More Jobs at Chewy