Our Opportunity:
Chewy looking to hire an analytical, driven & customer obsessed Program Manager, Capacity Planning for our Chewy Customer Service capacity planning team located in Hollywood, FL. We are looking to build a world class Capacity planning function, worthy of the experience we provide to our pet parents. If data crunching, customer obsession & operations are part of your DNA, then this could be the right role for you.
The ideal candidate will possess both an analytical background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she is expected to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time actions. The successful candidate will work in lock-step with multiple business teams, CS Operations, and Finance leadership; develop workforce planning tools & models, perform extensive real-time analysis & work on ‘voice of customer’, ‘optimization’ & ‘predictive analytics’ to help business make decisions to address some of the unique challenges in this space. This is a high visibility role, which will demand superior analytical ability, data crunching and communication.
What You'll Do:
- Create optimum capacity models & plans for business by managing trade-offs between Customer Experience, Employee Experience, and Cost Effectiveness. Communicate these plans to various stakeholders
- Develop and implement forecasting & scheduling models
- Interface with different stakeholders (merchandising/supply chain/finance/fulfillment) to build a strong CS plan for new initiatives
- Own & publish long-term, short-term forecasts and capacity planning reports for multiple business teams for all sites
- Partner with finance to build full year and monthly budgets and related bridging
- Design and implement the reporting framework for efficient capacity planning across the network
- Promote process improvement and standardization of processes across all sites in the network
What You'll Need
- Bachelor's degree in mathematics, statistics, computer science, engineering or related field
- 4+ years of relevant experience as a business analyst, data analyst or statistical analyst role
- Ability to write custom SQL queries to mine and analyze large, complex data sets
- Experience building and managing models for forecasting, variance analysis, or optimization techniques
- Intermediate to advanced MS Excel proficiency
- Excellent communication skills
- Some program/product management experience
- Position may require travel
Bonus:
- Master’s Degree in Economics, Business Analytics, Statistics, Econometrics, Mathematics or relative quantitative field
- Experience in Capacity Planning, Operations Management or Customer Service
- Experience in R/Python and Tableau
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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