Real-Time Workforce Management Lead, Customer Care

Chewy, Inc.; United States; Remote; USD 138,000 - 222,000; Full time

Benefits offered by this job

401k

Equity grant

Annual bonus

Unlimited PTO

Paid holidays

Parental leave

Employee discounts

Job summary

Chewy is seeking an Associate Director, Customer Care Real-Time Workforce Management to lead tactical workforce management and enablement across a complex, multi-channel operation.

This leader will own real-time decision rights, governance, and routines that translate demand into timely actions while balancing customer experience and labor cost, partnering across Operations, HR, Finance, and Technology.

Qualifications

• Bachelor’s (Masters or MBA preferred) in a quantitative or engineering field.
• 8+ years in Workforce Management or large-scale contact centers.
• 4+ years leading people leaders and distributed teams.
• Experience across multi-channel environments and service levels.
• Strong grasp of service levels, ASA, occupancy, adherence, productivity, and labor-cost tradeoffs.
• Experience with enterprise WFM platforms and automation.
• Clear communication with frontline staff and executives.

Responsibilities

• Lead Real-Time strategy and execution for a 24/7 multi-channel operation.
• Set operating standards, decision rights, escalation paths, and performance expectations.
• Translate demand, staffing, forecast, and signals into intraday actions.
• Lead peak-periods and contingency responses with strong judgment.
• Develop and sustain forecasting, routing, and playbooks improvements.
• Collaborate with cross-functional partners to align capacity and planning.
• Drive modernization of real-time processes and decision support.

Skills

Analytical skills

Data literacy

Communication

AI/ML awareness

SQL

Excel

BI tools

Education

Bachelor’s degree or higher

Tools

NICE

Genesys

Verint

Alvaria

UKG

Job description

Chewy is seeking an Associate Director, Customer Care Real-Time Workforce Management to lead tactical workforce management and enablement across a complex, multi-channel operation.

This leader will own real-time decision rights, governance, and routines that translate demand into timely actions while balancing customer experience and labor cost, partnering across Operations, HR, Finance, and Technology.