Our Opportunity:

We are looking for a Customer Service Process Engineer II at our facility in Boston, Massachusetts to develop deep understanding of CS processes by developing and/or reviewing process flows and modeling, process standards and engineering specifications.

What You’ll Do: 

• Accomplish multiple tasks within established time frames and effectively accomplish assigned duties through work with peers and partner teams.
• Determine how to simplify customer service processes or deliver reduced defects and improved efficiency for both our CS agents and customers.
• Establish management control systems for cost analysis and optimal budget planning.
• Support the implementation, standardization and deployment of new tools and processes to the customer service organization.
• Apply IE skills and methodologies to opportunities that improve experience, consistency and efficiency for both our internal and external customers.
• Direct studies in CS contact center operations to maximize workflow effectiveness.
• Conduct continuous hands-on reviews of Standard Operating Procedures (SOPs) to ensure compliance with all defined processes.
• Partner with Sr. Leadership and Site leadership to support tool and process improvements across all customer contact channels (email, phone, chat, social and self-service).
• Serve as business partner on various projects which impact customer service operations such as staffing/schedule policies and agent utilization.
• Local telecommuting permitted.
• 5% domestic travel required.

What You’ll Need:

• Bachelor’s degree in Industrial Engineering, Statistics, or a related field.
• 4 years of experience in healthcare, quality, or process engineering, ecommerce fulfillment center, healthcare, or customer contact center environment.
• Must have experience in: developing and maintaining of Standard Operating Procedures (SOPs), including intake and governance;
• Statistical Hypothesis Testing using Minitab or similar software;
• Process Map Development to show inputs, actions and outputs using Lucid chart, MS Visio or similar software;
• Kaizen participation;
• DMAIC (Define, Measure, Analyze, Improve, Control) Problem Solving Process;
• Root Cause Analysis (RCA) Methods, including Ishikawa diagram and TIMWOOD.
• Local telecommuting permitted.
• 5% domestic travel required.
• The position is eligible for the Employee Referral Program.

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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