**Our Opportunity:** Chewy is looking for a **Manager, Customer Service** to join the best customer service department in America. 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 attitude is critical for this role! **What You’ll Do:** + Develop, lead and coach floor leadership to build successful teams that deliver an outstanding customer experience + Establish peer-to-peer relationships with other Managers to improve process + Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps + Collaborate with other managers to establish and build SOPs for existing processes and + Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce + Maintain and complete new leadership onboarding initiatives to improve the career pathing **What You’ll Need:** + 2+ years of multi-channel contact center management experience (Customer Service strongly preferred), with shown leadership track record and verifiable history of leading successful, high-volume teams in 300+ headcount environments + Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to + solve a variety of challenges + Tried 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, comfort-ability and ease in presenting information to a group + Position may require travel 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 our company, please contact HR@Chewy.com . To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy) ( https://www.chewy.com/app/content/privacy ). **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, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact** **CAAR@chewy.com** **.** **If you have a question regarding your application, please contact** **HR@chewy.com** **.** **To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .**