Real-Time Workforce Management Leader

Chewy; Bellevue (WA); On-site; USD 138,000 - 222,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Unlimited PTO

Paid holidays

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. You will own operating mechanisms, decision support, governance, and leadership routines translating demand into intraday actions.

You will partner with Operations, Forecasting, Scheduling, Technology, HR, and Finance to improve decision making, forecast-to-actual visibility, and workforce flexibility, while

Qualifications

• Bachelor’s (Masters or MBA preferred) in mathematics, statistics, operations research, industrial engineering, computer science, economics or related field.
• 8+ years of experience in Workforce Management, Real-Time Management, Command Center operations, or large-scale multi-channel contact center operations.
• At least 4 years of experience leading people leaders and distributed operational teams.
• Demonstrated experience managing performance across multiple channels, lines of business, sites, and staffing models.
• Strong understanding of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor-cost tradeoffs.
• Proven ability to establish operating models, decision rights, escalation frameworks, SOPs, and contingency playbooks.
• Experience in a high‑volume retail, e‑commerce, healthcare, or similarly complex customer‑service environment.
• Experience leading 24/7 operations across voice, chat, email, and other digital channels.
• Experience with workforce automation, predictive analytics, AI‑enabled decision support, or data‑platform modernization.
• Experience leading automation, reporting modernization, technology implementation, or process transformation.
• Strong analytical and data‑literacy skills, including experience with AI models, SQL, Excel, BI tools, or comparable reporting platforms.
• Experience with enterprise WFM and contact‑center platforms such as NICE, Genesys, Verint, Alvaria, UKG, or comparable systems.
• Demonstrated ability to communicate clearly with frontline Team Members, operational leaders, executives, and technical partners.
• Strong judgment, urgency, organization, and follow‑through in a highly dynamic environment.
• Preferred: Lean, Six Sigma, Kaizen, or comparable continuous‑improvement

Responsibilities

• Enable the delivery of a world class customer experience across Chewy’s various businesses and multiple channels.
• Lead the Real-Time Management function supporting a highly dynamic 24/7 multi-channel Customer Care operation.
• Establish operating standards, decision rights, escalation paths, and performance expectations for our team of Real Time analysts, supervisors, managers, and senior leaders.
• Translate demand, staffing, forecast, and operational signals into timely intraday actions that balance service level, ASA, occupancy, adherence, productivity, cost, and Team Member experience.
• Lead tactical execution during peak periods, promotional events, severe weather, system disruptions, staffing shortfalls, and other business‑continuity events.
• Establish a closed‑loop process to convert real‑time observations and plan‑versus‑actual performance into improvements in forecasting, scheduling, routing, staffing, and operating playbooks.
• Partner with Forecasting and Scheduling leaders to improve capacity alignment, forecast transparency, schedule effectiveness, flexible scheduling, and intraday execution.
• Lead workforce enablement and Profile Management capabilities, including agent profiles, skills, routing configuration, workforce records, audits, and change governance.
• Improve visibility into cross‑skilled and burst‑capacity resources and ensure that skill and routing changes are accurate, controlled, and operationally effective.
• Partner with Technology and Routing teams to improve routing logic, platform capabilities, and the connection between demand and available capacity.
• Ensure that workforce administration processes reduce defects, unnecessary handoffs, and avoidable operational friction.
• Lead the modernization of manual and spreadsheet‑based Real-Time processes through centralized data, automation, reporting, and decision‑support capabilities.
• Develop reporting that gives Real-Time leaders and Customer Care executives a clear view of network health, emerging risks, plan‑versus‑actual performance, capacity constraints, and required actions.
• Use data and automation to improve speed, consistency, and quality of countermeasures such as staffing reallocations, OT, VTO, NPT, adherence actions, routing changes, and channel management.
• Establish a roadmap for Real-Time technology, reporting, automation, and process improvements.
• Build and develop a high‑performing team of Real-Time leaders and analysts with strong technical capability, business judgment, and operational ownership.
• Develop leaders who can operate independently, make timely decisions, and support the team through ambiguity and rapidly changing business conditions.
• Maintain visible leadership presence in the operation and ensure that communication commitments are completed with clear ownership and follow‑through.
• Partner with Customer Care Operations to align on Service standards, thresholds, handoffs, decision authority, and exception management.
• Partner with upstream business, promotional, CRM, fulfillment, and technology teams to identify demand or operational risks early and ensure Customer Care is incorporated into planning decisions.
• Provide Real-Time input to annual, quarterly, and monthly capacity and labor planning.
• Represent Real-Time Management in cross-functional transformation, platform migration, process improvement, and organizational design initiatives.

Skills

Workforce Management

Leadership

Data analysis

SQL

Excel

Communication

Education

Bachelor’s degree in STEM/related field

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. You will own operating mechanisms, decision support, governance, and leadership routines translating demand into intraday actions.

You will partner with Operations, Forecasting, Scheduling, Technology, HR, and Finance to improve decision making, forecast-to-actual visibility, and workforce flexibility, while