Job description

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 inspires other leaders within their organization to excel. A customer-first mentality is critical for this role.

What You’ll Do:

Develop, lead and coach floor leadership to build successful teams that deliver an exceptional customer experience
Establish peer-to-peer collaborations with peer Managers to enhance process efficiency.
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 procedures.
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 experience.

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

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy).

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 CAAR@chewy.com.

To access Chewy's Customer Privacy Policy, please click here.

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

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