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- Our Opportunity:
Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Pharmacy Healthcare Customer Service Operations team! This position will report to the Senior Manager Healthcare Customer Service. The ideal candidate will excel in leading people, focusing on 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 crucial for this role.
What You'll Do:- Lead a total team size of 45-85 frontline Team Members and 3-5 Salaried Team Managers/Team Leads.
- Coach, develop, and performance manage floor leadership and agents to deliver an exceptional customer experience and consistent KPI results.
- Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative and leaders on your team.
- Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives; Promote an engaging agent experience through other leaders.
- Collaborate with other managers to establish and build SOPs for existing processes and procedures.
- Participate and own the talent review process for all leaders on your team.
- Develop bench strength for Customer Service through effective coaching, feedback and development plans for your leaders by carrying out regular performance reviews and ensuring feedback is provided regularly to all levels of employees to ensure a highly engaged workforce.
- Lead change management for your team.
- Delivery of service level, coaching, budget (overtime, handle time, etc.) and other key metrics
- Use data to help floor leadership identify behaviors that result in performance gaps. Develop action plans to address behaviors and improve metrics.
- Ensure Attendance and Adherence expectations are met and ensure compliance with all company policies.
- Effectively connect with senior leadership from other organizations to align resources and priorities so that all teams achieve annual savings targets.
- Maintain and implement new leadership onboarding initiatives to enhance the career path experience.
- Directly partner with WFM planning teams to deliver around-the-clock support including strategizing around O/U, scheduling, Service Level and Overtime
- Apply data to assist floor leadership in identifying behaviors and trends causing gaps, partnering with L&D on Back to Basics.
- Act as the STO (Single Threaded Owner) for an assigned pivotal initiative driving employee engagement or operational excellence. Supervise the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings.
- Partnering with Senior Leadership on the creation and execution of the Quarterly strategic vision for their department
- Collaborates on decision-making processes and completes change management for your team.
- Maintain active Rx license and adherence to regulation and performance standards accordingly.
- Leading a cross functional partnership with the Quality Assurance team for the resolution of customer issues and on Root Cause Analysis for licensed Rx contacts. Additionally, conducting outbound interactions and journey maps for intensified customers for RxCS improvements
- Leading a cross functional partnership with the Compliance and Legal department to root cause and solve all issues related to licensed Rx contact handling.
- Leading a cross functional partnership with Healthcare business teams, Healthcare Product Stakeholders, PIC, Vet Services, Legal and Compliance to analyze, correct and address customer feedback regarding Rx products, Storefront , promotions and various Chewy advertising.
- Lead a cross functional partnership with Recruiting to build hiring profile, actively recruit, interview, and select high performing candidates for agent and leadership roles
- Maintain project management portfolio in partnership with continuous improvement (CI) program management and actively complete operational process improvement projects
- Completes operational and program management update inputs into CS WBR
What You'll Need:- 5+ years of multi-channel contact center management experience or Healthcare/Pharmacy Services experience or equivalent comparable experience
- Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to address a variety of challenges
- Tried coaching skills that can impact both front-line agents and leadership
- BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
- Proficient in computer and internet skills in a tech-focused setting
- Proficiency in MS Office suite (Excel is a must)
- Outstanding oral and written communication skills, and comfortability and ease in communicating information to a group
- Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays
- Position may require travel
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected].
To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
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 [email protected].
To access Chewy's Customer Privacy Policy, please click here.
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
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