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]. 
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