Chewy

RX Healthcare Operations Manager II

Chewy$75K — $95K *
Healthcare
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in multi-channel contact center management or relevant experience in Healthcare/Pharmacy Services.
  • Ability to adapt to rapidly changing goals and challenges.
  • Proven coaching skills applicable to front-line agents and leadership.
  • BS/BA degree or equivalent experience in the industry.
  • Strong proficiency in technology, particularly MS Office with a focus on Excel.
  • Exceptional communication skills, both oral and written, with the ability to present to groups effectively.
  • Flexibility to work evenings, weekends, and holidays as required; potential travel.

Responsibilities

  • Manage a diverse team of 45-85 frontline members and 3-5 managers.
  • Coach and develop team members to improve customer experiences and meet KPIs.
  • Make data-driven decisions based on performance reports for team management.
  • Conduct team meetings to share business updates and engage team members.
  • Collaborate with other managers to establish standard operating procedures.
  • Participate in the talent review process for team leaders.
  • Lead change management initiatives and ensure compliance with attendance expectations.

Benefits

  • Maintain active Rx license with adherence to regulations and standards.
  • Partnership with various departments to enhance customer service and product handling.
  • Engagement in operational process improvement projects.
  • Support for new leadership onboarding initiatives.
Full Job Description
Job Description:

What You'll Do:
  • Manage 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 enforcing 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
  • Utilize data to guide floor leadership in identifying behaviors leading to 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 communicate with senior leadership from other organizations to align resources and priorities so that all teams achieve annual savings targets.
  • Maintain and execute 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
  • Utilize data to guide floor leadership in identifying key behaviors and emerging trends leading to process, performance and knowledge gaps leading to partnership with L&D teams to formulate Back to Basics topics.
  • Act as the STO (Single Threaded Owner) for an assigned strategic initiative driving employee engagement or operational excellence. Oversee 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 executes 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 escalated 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 solve a variety of challenges
  • Proven 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)
  • Strong computer and internet proficiency in a technology-driven environment
  • Proficiency in MS Office suite (Excel is a must)
  • Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
  • Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays
  • Position may require travel


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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