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 experienceEstablish peer-to-peer relationships with other Managers to improve processUse data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gapsCollaborate with other managers to establish and build SOPs for existing processes andEnsure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforceMaintain 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 environmentsMust be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ tosolve a variety of challengesTried coaching skills that can impact both front-line agents and floor leadershipBS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)Strong computer and internet proficiency in a technology-driven environmentProficiency in MS Office suite (Excel is a must)Outstanding oral and written communication skills, comfort-ability and ease in presenting information to a groupPosition 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).

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. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.