Our Opportunity:

Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Pharmacy Healthcare Customer Service Operations team. This position will report to the Senior Manager Healthcare Customer Service. 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/Team Leads.
• 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 for Pharmacy Healthcare 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 for initiatives (Open Methods refinement, Customer Experience Improvement 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)
• Ensure Legal Compliance guidelines are adhered to for Pharmacy Operations in conjunction with the PIC.
• 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 Healthcare/Pharmacy Services 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
• It is required to live within 100 miles from Pittson, PA.
• 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

Internal Requirements:

• No corrective actions within the last 180 days
• At least 90 days in your current position 
• Must be an existing C4 or C5 Level

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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