The Rx Workforce Manager plans and oversees the tactical production requirements for Chewy Pharmacy’s front-end services. The Manager will be accountable for service level performance of 300 pharmacy technicians, 250 pharmacists handling data entry, and customer and veterinary clinic interactions. Responsibilities include real-time control of team resources, innovative flexible scheduling to meet arrival patterns across multiple facilities, and team performance reporting.  The role is expected to deliver the best in-class experience every time we engage with our customers and team members.

Key Responsibilities

• Own the WFM program management to develop effective approaches demand forecasting, employee scheduling and real time service level management.
• Lead and develop a high performing workforce management (WFM) team including schedulers, real-time analysts, and workforce specialists including key process measurements surrounding workforce management.
• Develop and implement communication cadences to keep leadership informed of performance against service level, demand planning, team WFM engagement, and other KPIs.
• Need to dynamically build ad-hoc tools and utilize a developing reporting and tool ecosystem.
• Develop and administer creative scheduling solutions to support operations in increasing pharmacy staffing utilization and productivity.
• Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime to meet business requirements.
• Develop service level and production contingency plans to maximize the ability for pharmacy to deliver programs to direct activities during problem resolution efforts and participate in post-resolution analysis.
• Identify areas of opportunity and implement innovative solutions.
• Consult with operations, recruiting, finance, HR and training for resource planning and space allocation.
• Partner with operations, finance and forecasting teams to plan for upcoming impacts to volume.
• Preparation and interpretation of scenario modelling to support business initiatives and strategies.
• Perform other projects, duties and assignments as directed.

Qualifications

• Bachelor’s degree or in lieu of degree, least 5 years’ experience in leading the contact center workforce management discipline
• 3+ years of experience in people management with cross-functional stakeholder management.
• Strong contact center or workforce management industry knowledge gained from roles within complex, fast-paced, and multi-site environments.
• Ability to build and leverage relationships fostering a positive team environment and collaboration with senior leadership to effectively drive change on major, complex, and long-lasting initiatives.
• Expertise in using and managing workforce platforms for successful operation, Preferably NICE WFM.
• You have an iterative approach to operational excellence and an advanced proficiency in exceptional organizational and program management skills, along with an ability to prioritize workload, meet deadlines, and perform multiple tasks in a challenging, complex, and fast-paced environment.

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.

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