Chewy
We're on a quest to help people connect through pets.
Dallas-Fort Worth, TX

Senior Director Workforce Optimization and Management at Chewy

| Dallas-Fort Worth, TX
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Our Opportunity: 

At Chewy we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers. Customer service is not only the key to success in our mission, but also our competitive advantage. To maintain this advantage, we are looking to hire a Senior Director, Workforce Optimization and Management for our Customer Service team. We are looking to build a world class Capacity planning function, worthy of the experience we provide to our pet parents. If data crunching, customer obsession & planning are part of your DNA, then this could be the right role for you. 

The ideal candidate will possess both an analytical background that enables him/her to manage quantitative planning, scheduling, intra-day management, and a demonstrated ability to think broadly and strategically about customer service initiatives. This leader will work in lock-step with multiple business teams, including: CS Operations; Learning & Development; Recruiting; HR; Finance, as well as many other functions. They will lead and develop workforce planning tools & models, perform extensive real-time analysis & work on ‘voice of customer’, ‘optimization’ & ‘predictive analytics’ to help business make decisions to address some of the unique challenges in this space. He/she is expected to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time actions. 

The role comes with lot of autonomy, independence and visibility to C level leadership. You will work side by side with our Merchandising, Finance, Technology & Ops teams, to quantify and set key financial and CX goals for CS. This is a senior role, requiring ability to write papers for C Level review and drive CS strategy.  

What you'll do: 

  • Own designing/building scheduling model for all lines of chewy business 
  • Own designing/building optimized Forecasting model for all lines of chewy business 
  • Develop key intra-day processes & tools to help optimize SLAs 
  • Partner with finance to build annual, quarterly and monthly CS Budget 
  • Create optimized headcount and hiring plans for Chewy’s Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness 
  • Develop a reporting infrastructure which helps monitor/bridge plan vs actuals 
  • Develop goals, processes for most optimal alignment of supply (schedules) to demand (contacts) for all lines of business 
  • Partner with strategic planning to hit annual, quarterly and monthly CS Budget 
  • Lead the process of setting CS goals on cost, efficiency and CX 
  • Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools 
  • Coordinate with Operations, HR/Recruiting and Finance teams to analyze historical data, headcount, Service Level and forecast demand 

What you'll need: 

  • 10+ years of experience leading workforce management teams including experience building a workforce team from the group up
  • 8+ years of experience executing real time management and optimization tactics
  • 8+ years of experience with forecasting and analysis
  • 5+ years in program/project management and People Management
  • 3+ years SQL, Excel, and Access experience or any database
  • Experience building process and procedures for a WFM technology install, NICE is a plus
  • Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field

Bonus: 

  • Received a Master's degree 
  • Operations research or capacity planning experience
  • Some programming experience is a plus to automate tools whenever appropriate 
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).
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Technology we use

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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
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

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