Chewy
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Hybrid

Customer Service Operations Manager

Sorry, this job was removed at 5:31 p.m. (CST) on Friday, November 12, 2021
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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
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).

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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
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
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
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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