Manager, Customer Service II

Job Description:
Our Opportunity:
Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Operations team. 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 mindset is critical for this role.
What You'll Do:

• Manage a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers.
• Promote an engaging agent experience through other leaders.
• Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives.
• Participate and own the talent review process for all leaders on your team.
• Develop bench strength through effective coaching, feedback, and development plans for your leaders.
• Maintain and execute new leadership onboarding initiatives to enhance the career path experience.
• Contributing to Strategic Planning for the business and driving Change Management and UAT for initiatives (Open Methods refinement, Clinic Performance Initiatives, CHIRP feedback implementation, etc.)
• Operate with a willingness to learn, share, and receive feedback.
• Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members.
• Operate with a sense of curiosity to identify and solution process improvements that would improve the customer experience, employee experience or operational efficiencies.
• Drive Workforce Planning activities for the business through partnership with WFM team (Real Time Queue Management, Overtime and VTO management, Maintaining Staffing files and Team Assignments)
• Own B2B Communications on Escalations with Clinic Partners, Legal, Compliance, and Merchandising
• Ensure Legal Compliance guidelines are adhered to.
• Facilitate weekly call listening sessions to track the healthcare customer journey and drive improvement in the customer experience.
• Ensure compliance with all company policies.
• Establish relationships with key stakeholders in Merchandising, Product, Business Intelligence, Quality, Workforce, and Learning & Development to earn trust and build partnerships.
• Perform other duties as assigned and needed.

What You'll Need:

• 5+ years of multi-channel contact center management experience or equivalent comparable experience
• Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges
• Proven coaching skills that can impact both front-line agents and 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, and comfortability and ease in presenting information to a group
• Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays
• Position may require travel

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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