Operations Analyst

Chewy; Plantation (FL); On-site; USD 52,000 - 74,000; Full time

Job summary

Chewy in Plantation, FL is seeking a junior-level Operations Analyst to support the Healthcare Team by analyzing and administering performance metrics using workforce management systems and SOPs.

You will generate standard and ad-hoc reports, collaborate with cross-functional teams, and assist with telehealth technical issues to ensure smooth operations. This role offers growth and exposure to healthcare operations at Chewy.

Qualifications

• Bachelor's degree required.
• Analytical reporting of data and trends.
• Advanced MS Office skills.
• Ability to work in a team and independently.

Responsibilities

• Analyze real-time daily WFM activities and incidents.
• Interpret key metrics to guide in-the-moment decisions.
• Maintain and support operational systems, docs, and SOPs.
• Prepare standard and ad-hoc reports with insights and trends.
• Collaborate with WFM, Operations, HR, Training, and Leadership on forecasting and planning.
• Support telehealth veterinary professionals with technical issue reporting.
• Work with Veterinary Services to ensure sustainable practices.
• Research and resolve issues for the Veterinary Services Team.
• Take on additional operations tasks as needed.
• Travel up to 5% for conferences.

Skills

Analytical thinking

Data reporting

Problem solving

Team collaboration

Time management

Education

Bachelor's degree

Tools

Microsoft Excel

Visio

MS Project

Word

Job description

Job Description

Chewy is seeking a junior-level Operations Analyst to join our fast growing Healthcare Team. You will be responsible for analyzing and administering operational performance and progression metrics on the Healthcare team by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all customers. Additionally, you may be assigned a focus in daily volume review, payrolls operations, and/or agent profile Management wholly or in tandem with other peers and collaborators.

What You’ll Do

• Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, and escalates to appropriate internal and external teams when needed.
• Uses expert understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
• Maintains and support operational systems, documentation, and SOPs.
• Maintains and support operational workflows and supporting systems
• Prepare standard and ad-hoc reports that provide insights and trends to support operational activities.
• Collaborates with WFM, Operations, HR, Training, and Leadership teams to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
• Support telehealth veterinary professionals experiencing technical issues utilizing appropriate SOPs for technical issue reporting.
• Work closely with Veterinary Services teams to ensure platform wide adherence to sustainable business practices.
• Research and problem-solve to determine appropriate solutions for the Veterinary Services Team and follow-up as needed to resolve issues.
• Operational responsibilities as assigned by the Veterinary Operations team.
• Position may require travel 5% of the time to attend conferences and professional development events

What You’ll Need

• Bachelors degree
• Ability to think analytically and report on data and operational trends.
• Have exemplary listening and problem-solving skills. Ability to maintain the confidentiality of sensitive information
• Advanced skills with Microsoft Office suite (Excel, Visio, MS Project (or equivalent), and Word)
• Self-starter with proven ability to work within a team-oriented environment
• Ability to work independently and meet deadlines.

Preferred

• Active Vet Tech License / Certification (CVT, LVT or RVT) in good standing.
• A Veterinary Technology associate or bachelor’s degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is required.
• 3+ years of small animal veterinary experience or equivalent industry experience.
• 12 months of telehealth experience
• Experience in building and maintaining service schedules.

Does this sound like you? If so, we would love to hear from you! Come run with the Pack!

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. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [e-mail].

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.