Our Opportunity:

Chewy is looking for an Associate Director in our Louisville, KY Pharmacy (Customer Service) Operations who is an experienced leader with a track record of building engaging, focused teams and developing high performing-managers. The right candidate will have a powerful sense of urgency and the ability to improve operational efficiency through thoughtful process improvement. A customer-first mindset is critical for this role, along with a metrics driven approach to problem solving.

What You’ll Do:

• Lead, develop and coach managers to build successful teams that deliver an exceptional customer experience
• Analyze team performance to drive improvement in KPIs and close performance gaps
• Review and monitor metrics providing upward feedback on team performance and goals
• Make decisions about business policies, managing risks and resolving employee issues
• Ensure that regular performance reviews and feedback is provided regularly to all levels of team members
• Identify training gaps and partner with support teams to provide ongoing development

What You’ll Need:

• 5+ years of management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing managers of successful, high-volume teams
• 3+ years of leadership experience in a healthcare contact center(s) or pharmacy
• 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 floor leadership
• 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
• Flexibility with schedule

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 [email protected].

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