Our Opportunity:
Chewy is seeking a Director, Customer Service of Customer Service who can grow, lead, and inspire a world class customer service team in our Hollywood, FL location. We are seeking a leader with strong operational experience in leadership, systems, and processes improvement who’s able to keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and growth-driven environment. You should have experience leading both people and processes in a large, multi-channel contact center environment, exceeding customer success metrics, driving process improvements and offering innovative solutions to ensure an excellent customer experience. The right person will have a strong sense of drive and execution around customer experience, employee experience and overall performance.
What You'll Do:
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, employee engagement, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals
- Provide proper guidance, ongoing coaching, and development plans to Manager and Supervisors, as defined and as needed, by utilizing support resources (Recruitment, Hiring, Staffing, Scheduling, Quality, Training, Team Strategies, Retention etc.)
- Lead, develop, and coach managers of various teams to build successful relationships and deliver an exceptional customer experience.
- Implement changes to the department to best achieve our mission and goals
- Create processes to ensure scalability and consistent quality for our customers
- Model accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building
What You'll Need:
- 3+ years in a Site Director role for a high volume, multi-channel contact center of at least 500 headcount
- A demonstrable knowledge of contact center metrics, best practices and sound understanding of contact center workflow
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
- Exceptional ability to communicate in English
- 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 [email protected].
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