Customer Service Manager — People & Process Leader

Chewy, Inc.; Oregon; Hybrid; USD 50.000 - 60.000; Vollzeit

Zusammenfassung

Chewy is seeking a Manager, Customer Service to lead our Hollywood, FL team and build high-performing, customer-focused leaders. You will guide floor leadership, drive engagement, and improve operational efficiency in a fast-paced environment.

Key responsibilities include coaching across levels, partnering with peers to optimize processes, using data to close performance gaps, and shaping SOPs and onboarding programs for career growth. Travel may be involved.

Qualifikationen

• 2-5 years of multi-channel contact center management experience.
• Leadership track record in 300+ headcount environments.
• Adaptability to shifting goals; willing to get hands-on.
• Coaching skills affecting front-line agents and floor leadership.
• BS/BA degree or equivalent experience.
• Strong MS Office proficiency, especially Excel.
• Outstanding verbal and written communication skills.
• Travel may be required.

Aufgaben

• Develop, lead and coach floor leadership to build teams delivering exceptional customer experience.
• Establish peer-to-peer collaborations with peer Managers to enhance process efficiency.
• Use data to identify opportunities and develop action plans to improve metrics.
• Collaborate with managers to establish and build SOPs for existing processes.
• Ensure regular performance reviews and feedback at all levels.
• Maintain leadership onboarding initiatives to enhance career pathing.

Kenntnisse

Contact center mgmt

Leadership track record

High-volume teams

Adaptability

Coaching

Communication skills

Excel proficiency

Travel willingness

Ausbildung

BS/BA degree or equivalent

Tools

MS Office

Excel

Jobbeschreibung

Chewy is seeking a Manager, Customer Service to lead our Hollywood, FL team and build high-performing, customer-focused leaders. You will guide floor leadership, drive engagement, and improve operational efficiency in a fast-paced environment.

Key responsibilities include coaching across levels, partnering with peers to optimize processes, using data to close performance gaps, and shaping SOPs and onboarding programs for career growth. Travel may be involved.