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

Manager, Customer Service I

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Our Opportunity: 

Chewy is looking for a Manager Customer Service I to join the best customer service department in America at our Richardson, Texas location. 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: 

  • Develop, manage and coach floor leadership to build successful teams that deliver an exceptional customer experience 
  • Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative and leaders on your team 
  • Collaborate with other managers to establish and build SOPs for existing processes and procedures 
  • Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce 
  • Maintain and execute new leadership onboarding initiatives to enhance the career pathing 
  • Deliver world-class customer service through monitoring and coaching teammates 
  • Champion a world-class Employee and Customer experience 
  • Promote employee Engagement 
  • Facilitate career development among team members 
  • Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics 
  • Ensure Attendance and Adherence expectations are met 
  • Partner with workforce planning teams to deliver around-the-clock support 
  • Actively participate in hiring and development of support and mentor staff members 
  • Partner across teams and departments for process improvement 
  • Goal setting with peers 
  • Partner with Teammates to agree on and monitor Performance plans 
  • Participate in and lead customer experience calibration sessions 
  • Conduct regular evaluations and provide performance and behavior feedback to Teammates 
  • Coach for consistent improvement 
  • Compliance to Key Controls, timekeeping and other policies 
  • Demonstrate and model Chewy behaviors 
  • Execute Leadership strategies and tactics 

What You'll Need: 

  • 5+ years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams in 100+ headcount environments 
  • 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 floor 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 
  • Position may require travel 

Bonus: 

  • Preferred, but not required experiences, tools, attributes, etc 
  • Bi-Lingual English Spanish 
  • Previous Contact Center Experience 
  • Leadership/ project management certification (6 sigma) 

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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