At Chewy we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers. Customer service is not only the key to success in our mission, but also our competitive advantage. To maintain this advantage, we are looking to hire a Senior Director, Workforce Optimization and Management for our Customer Service team. We are looking to build a world class capacity planning function, worthy of the experience we provide to our pet parents. If data crunching, customer obsession & planning are part of your DNA, then this could be the right role for you.
The ideal candidate will possess both an analytical background that enables them to manage quantitative planning, scheduling, intra-day management, and a demonstrated ability to think broadly and strategically about customer service initiatives. This leader will work in lock-step with multiple business teams, including: CS Operations; Learning & Development; Recruiting; HR; Finance, as well as many other functions. They will lead and develop workforce planning tools & models, perform extensive real-time analysis & work on ‘voice of customer’, ‘optimization’ & ‘predictive analytics’ to help business make decisions to address some of the unique challenges in this space. He/she is expected to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time actions.
The role comes with lot of autonomy, independence and visibility to C level leadership. You will work side by side with our Merchandising, Finance, Technology & Ops teams, to quantify and set key financial and CX goals for CS. This is a senior role, requiring ability to write papers for C Level review and drive CS strategy.
What you'll do:
What you'll need:
Valid through: 1/21/2022
$100K — $150K *
11 days ago