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 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: 

• Develop, manage and coach floor leadership to build successful teams that deliver an exceptional customer experience
• Establish peer-to-peer relationships with other Managers to enhance process efficiency.
• Use data to identify areas of opportunity, and develop action plans to improve KPIs 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 execute new leadership on boarding initiatives to enhance the career path experience.        

What You’ll Need:

• 5+ years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams in 300+ headcount environments
• 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
• 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].

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.