Our Opportunity:
Chewy is looking for a Telehealth Operations Analyst II to join our Healthcare Team full-time. As a Telehealth Operations Analyst II , you will be responsible for analyzing and administering operational performance and progression metrics on the Healthcare team by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. Additionally, you may be assigned a focus in daily volume review, payrolls operations, and/or agent profile Management wholly or in tandem with other peers and stakeholders.
What You'll Do:
- Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, and escalates to appropriate internal and external teams when needed.
- Uses expert understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
- Maintains and support operational systems, documentation, and SOPs.
- Maintains and support operational workflows and supporting systems
- Prepare standard and ad-hoc reports that provide insights and trends to support operational activities.
- Collaborates with WFM, Operations, HR, Training, and Leadership teams to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
- Support telehealth veterinary professionals experiencing technical issues utilizing appropriate SOPs for technical issue reporting.
- Work closely with Veterinary Services teams to ensure platform wide adherence to sustainable business practices.
- Research and problem-solve to determine appropriate solutions for the Veterinary Services Team and follow-up as needed to resolve issues.
- Operational responsibilities as assigned by the Veterinary Operations team.
- Position may require travel 5% of the time to attend conferences and professional development events
What You'll Need:
- Ability to think analytically and report on data and operational trends.
- Have exemplary listening and problem-solving skills. Ability to maintain the confidentiality of sensitive information
- Advanced skills with Microsoft Office suite (Excel, Visio, MS Project (or equivalent), and Word)
- Self-starter with proven ability to work within a team-oriented environment
- Ability to work independently and meet deadlines.
- Position may require travel
Preferred
- Active Vet Tech License / Certification (CVT, LVT or RVT) in good standing.
- A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is required.
- 3+ years of small animal veterinary experience or equivalent industry experience.
- 12 months of telehealth experience
- Experience in building and maintaining service schedules.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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