Our Opportunity:
Chewy is seeking a Manager of Workforce Analytics to join our award-winning customer service department. The ideal candidate will be a natural people leader who excels at building engaging teams and improving operational efficiency through outstanding Workforce Management (WFM). This dynamic, goal-oriented individual will inspire and challenge other leaders in the organization while maintaining a customer and employee-first attitude.
What You’ll Do:
- Develop, lead, and mentor teams to deliver outstanding experience for both customers and teammates.
- Coordinate daily real-time WFM activities and respond to events such as SLA incidents, technical outages, application failures, and safety-related facility closures, raising issues to the appropriate internal and external teams as necessary.
- Supervise performance analysis of supported channels to reconcile service levels against expectations, implementing corrective measures to prevent non-SLA performance or high occupancy periods.
- Conduct audits, root-cause analysis, and build scorecards and feedback mechanisms to minimize defects in Time Operations, Command Center, and Agent Profile Management.
- Drive continuous improvement initiatives to optimize WFM processes, agent administration, and operational engagement efforts.
- Build collaborative relationships and cultivate trust with WFM, Operations, HR, Training, and Leadership teams.
- Serve as a resource and backup for the command center, payroll operations, and agent profile management roles as needed.
- Support additional WFM assignments as advised.
- Act as an ambassador for the spirit and intent of Chewy's Operating Principles.
What You’ll Need:
- 3+ years of workforce management experience, including at least 2 years in a supervisory or leadership role.
- Strong experience with WFM or payroll/HR platforms (e.g., Kronos, NICE, or similar).
- Expert understanding of contact center workload management, staffing, and scheduling.
- Confidence in making decisions in ambiguous situations without specific mentorship.
- Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the Customer Care organization, from agents to senior leadership.
- Proficiency in Microsoft Office Suite.
- Validated analytical and problem-solving abilities, with keen attention to detail and accuracy.
- Flexibility to work on a schedule that supports a 24x7 contact center.
- (Internal) Must meet performance and quality metrics goals for the past 30 days.
- (Internal) No corrective actions in the last 90 days.
- Travel may be required.
Bonus:
- Experience in data management using including data manipulation, report creation, visualizations, and presentations. (e.g., Excel, Smartsheet, Tableau, macros, and pivot tables/charts)
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 our company, 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: Chewy Privacy Policy.
Compensation & Benefits:
Our salary range for a Manager, Workforce Analytics I position is $65,500.00 - $98,000.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k, and a new hire and annual equity grant. We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
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, 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].
If you have a question regarding your application, 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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What the Team is Saying
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What We Do
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. We view pets and pet parents as family, and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, growand unleash your fullest potential.
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 100,000 products (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer.
Chewy’s commitment to customer service is the core of our brand, and our customers love us for it. We “WOW” pet parents through 24/7 assistance, advice and encouragement every day of the year. We make pet parenting easy with our convenient Autoship subscription program—which allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need.
As an e-commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers’ experience. From an easy-to-navigate website and highly rated mobile apps, to detailed order tracking and personalized “Pet Profile” features, we are transforming the way pet parents shop.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
