Manager, Customer Service I

Chewy, Inc.; Oregon; Ibrido; USD 50.000 - 60.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Contact center mgmt

Leadership track record

High-volume teams

Adaptability

Coaching

Communication skills

Excel proficiency

Travel willingness

Formazione

BS/BA degree or equivalent

Strumenti

MS Office

Excel

Descrizione del lavoro

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 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 mentality is critical for this role.

What You’ll Do

• Develop, lead and coach floor leadership to build successful teams that deliver an exceptional customer experience
• Establish peer-to-peer collaborations with peer Managers to enhance process efficiency.
• Use data to identify areas of opportunity, and develop action plans to improve important metrics 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 implement new leadership onboarding initiatives to enhance the career pathing experience.

What You’ll Need

• 2-5 years of multi-channel contact center management experience (Customer Service strongly preferred), with leadership track record and verifiable history of leading successful, high-volume teams in 300+ headcount environments
• Adaptability to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges
• 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 an e-commerce environment - Proficiency in MS Office suite (Excel is a must)
• Outstanding oral and written communication skills, comfortability and ease in communicating information to a group
• Position may require travel

Compensation

The salary range is $50,000 to $60,000.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic.