Chewy

IT Site Support Manager II

Chewy$80K — $95K *
Ocala, FL 34472In-Person
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in a technical field or equivalent experience
  • 5+ years of progressive people management experience
  • 5+ years of IT infrastructure project management experience
  • Experience with mobile devices and operating systems in operational environments
  • Demonstrated skills in continuous improvement and SLA-driven service
  • Proven track record in managing vendor relationships and service escalations
  • Excellent communication and problem-solving capabilities

Responsibilities

  • Build and develop a team of IT Support Technicians
  • Direct daily IT support activities and resolve complex technical issues
  • Identify and lead operational improvements and continuous initiatives
  • Align IT support activities with business and technology stakeholders
  • Create operational planning and governance documents
  • Establish KPIs and develop dashboards for performance analysis
  • Lead IT business reviews and manage operational commitments

Benefits

  • Opportunity for career development and mentoring
  • Dynamic work environment in a leading eCommerce organization
  • Engagement with cutting-edge warehouse automation technologies
  • Exposure to cross-functional leadership and strategic initiatives
  • Participation in a collaborative and innovative team atmosphere
Full Job Description
Job Description:

Your Opportunity:

The ideal candidate will provide IT operational oversight at the MCO1 Chewy Fulfillment Center while leading a talented, team of IT Support Technicians. You will support the existing facility and help expand the next generation of Chewy Fulfillment Centers by delivering scalable, reliable solutions across IT infrastructure, warehouse automation, program management, and continuous improvement. You will work backward from the needs of internal and external customers, navigating ambiguity and technical complexity with sound judgment and a collaborative approach. Reporting to the Associate Director, Regional IT Support, you will partner with Operations, Launch, technology teams, and third-party vendors to help Chewy operate as a world-class eCommerce organization.

What You'll Do:
  • Build, lead, mentor, and develop a team of IT Support Technicians through thoughtful hiring, goal setting, performance reviews, compensation planning, coaching, and career development.
  • Direct daily IT support activities and drive the timely resolution of complex application, hardware, network, warehouse technology, and escalated service desk issues.
  • Identify operational efficiency opportunities and lead Kaizen and continuous improvement initiatives that strengthen service delivery, reliability, and team effectiveness.
  • Partner with business and technology stakeholders to align Fulfillment Center IT support, deployment activities, product roadmaps, and local Operations priorities.
  • Develop operational planning documents, project plans, governance materials, resource assignments, and stakeholder updates for IT Operations and program management initiatives.
  • Define critical support key performance indicators and create dashboards and reporting mechanisms that enable trend analysis, performance reviews, and data-informed decisions.
  • Lead weekly, monthly, and quarterly Fulfillment Center IT business reviews, including goal tracking, risk reporting, lessons learned, and progress against operational commitments.
  • Represent Fulfillment Center IT in Change Advisory Board reviews, new-site bills of materials, expansion and retrofit planning, testing, patching, security releases, and quality assurance activities.
  • Forecast, budget, and schedule client-device lifecycle programs while maintaining governance over regional IT goals, priorities, and resource requirements.
  • Collaborate with Launch teams and third-party material handling equipment vendors to establish operational readiness testing, maintain supported control systems, manage remote access, and transition new facilities into steady-state operations.


What You'll Need:
  • Bachelor's degree in Computer Science, Engineering, Mathematics, Statistics, another related technical field, or equivalent practical work experience.
  • 5+ years of progressive people management experience, preferably supporting geographically distributed teams.
  • 5+ years of IT infrastructure program or project management experience in a complex, service-oriented environment.
  • Experience supporting mobile devices, printing technologies, PCs, Windows, and Azure within a warehouse, fulfillment, manufacturing, or comparable operational environment.
  • Demonstrated experience leading continuous improvement initiatives and managing work in an SLA-driven support organization.
  • Experience managing vendor contracts, service providers, business relationships, and the resolution of service outages or operational escalations.
  • Ability to translate complex technical topics into clear information for audiences with varying levels of leadership experience and technical knowledge.
  • Ability to travel up to 10%, work flexible schedules that may include nights, weekends, and holidays, and participate in a 24/7 support and on-call rotation. This position also requires the ability to stand or walk for 10-12 hours per day as well as the ability to lift and push 50lbs. Ability to balance multiple priorities, and to quickly adjust strategy and execution in the face of new information.
  • Excellent communication and problem-solving skills
  • Experience working in a CMS
  • Highly developed intrapersonal skills
  • Ability to follow an in-house style guide
  • Love of pets and passion for their care and health


Bonus
  • Current CCNA, MCSE, MCSA, Six Sigma, or Project Management Professional certification.
  • Experience with Motorola or Zebra radio-frequency devices, including the MC9190, VC6090, or WT41N0.
  • Expertise in mobile device management, radio-frequency technologies, warehouse automation, or material handling control systems.
  • Working knowledge of ITIL, Agile, and established project management frameworks.
  • Experience developing dashboards and operational reporting in Tableau.
  • Experience supporting eCommerce, retail, high-growth, or startup environments.
  • Additional experience managing third-party hardware and software vendors or service providers.


About Chewy

At Chewy, we view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Customers love shopping our wide selection of products including more than 65,000 items (including our Private brands and Healthcare products), which we offer at competitive prices and fast 1-2 day shipping. 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. Chewy is an experience company built on the back of product and technology. Innovation drives our operations and our team is constantly striving to find new and better ways to improve. 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.

Chewy Careers

Join the vibrant team at Chewy, where we offer exceptional job opportunities to advance your career in the dynamic world of e-commerce. As a leading company in the pet industry, Chewy is dedicated to making pet care easier and more enjoyable for pet parents everywhere. Work You’ll Do At Chewy, we are constantly on the lookout for passionate, driven professionals to join our diverse team. Whether you're seeking a position in IT, customer service, marketing, or logistics, Chewy provides a platform for professional growth and innovation in every career path. Our commitment to leadership and diversity training ensures that every team member is equipped with the skills to lead and innovate. By joining Chewy, you will work alongside a team of dedicated professionals who are always pushing the boundaries of what's possible in e-commerce and customer service. Internship and Employment Opportunities Chewy offers a variety of internship and employment opportunities that cater to a wide range of skills and interests. Our internships provide invaluable hands-on experience, helping you to enhance your resume and prepare for a full-time position within our company. Chewy is not just about hiring employees; it's about nurturing future leaders. Benefits and Culture At Chewy, we believe that the well-being of our team is paramount. We offer a comprehensive benefits package that supports the health, financial security, and work-life balance of our employees. Our culture is centered on open communication, respect, and a shared passion for our mission. We celebrate diversity and are committed to creating an inclusive environment for all team members. Innovation and Growth Chewy is at the forefront of innovation in the pet industry. We are constantly exploring new technologies and strategies to enhance our services and expand our market reach. This focus on innovation drives our company's growth and offers our team members numerous opportunities to get involved in exciting projects and advance their careers. Networking and Professional Development We encourage our employees to engage in networking and professional development activities that can enhance their career prospects. Chewy supports various initiatives, including workshops, seminars, and training sessions, to help our team members grow their professional network and develop new skills. Join Our Team Explore the job opportunities at Chewy by searching open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players who are ready to take their career to the next level. Stay Connected Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here at Chewy. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Chewy. Chewy is more than a company; it's a community where you can grow your career and make a difference. Join us in our mission to be the most trusted and convenient online destination for pet parents (and partners) everywhere.
Learn more about Chewy
Size
21,300 employees
Market Cap
$15.9 billion
Industry
Net Income
-$174.4 million
Founded
2011
5 Year Trend
+136.6%
Revenue
$6.4 billion
NASDAQ

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