Manager, Customer Service Operations I

Our Opportunity:

Chewy is looking for a Manager, Customer Service to join the best customer service department in America at our Hollywood, FL location. The right person will be a people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and encourages other leaders within their organization to excel. A customer-first mentality is critical for this role.

What You’ll Do:

• Develop, lead and mentor floor leadership to build successful teams that deliver an exceptional customer experience
• Establish peer-to-peer collaborations with peer Managers to improve process
• Use data to identify areas of opportunity, and develop action plans to improve important metrics 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 implement new leadership onboarding initiatives to enhance the career pathing

What You’ll Need:

• 2-5 years of multi-channel contact center management experience (Customer Service strongly preferred), with leadership track record and verifiable history of leading successful, high-volume teams in 300+ headcount environments
• Adaptability to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
• 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 an e-commerce environment
• Proficiency in MS Office suite (Excel is a must)
• Outstanding oral and written communication skills, comfortability and ease in communicating information to a group
• Position may require travel