Senior Customer Service Manager - Night Shift

Our Opportunity: Chewy is seeking a Senior Customer Service Manager for Core Operations to lead our Overnight Team to drive performance, engagement, and operational excellence! This role requires a critical leader who thrives in a fast-paced environment, balancing strategic vision with hands-on execution. The ideal candidate excels in coaching and talent development, using data-driven insights to strengthen leadership and build a strong pipeline. They will act autonomously, making real-time decisions that support business goals. Success in this role comes from cross-functional collaboration, process optimization, and continuous improvement, enhancing both the employee and customer experience while driving operational success. What You’ll Do:

• Ownership:
• In this role, you will be responsible for 5-7 direct reports, who in turn lead a collective group upwards of 150 front line agents.
• Proven track record to drive and manage multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.
• Act with confidence and autonomy in ambiguous situations, quickly adapting to make the best decisions for the business
• Lead the new hire onboarding experience for Overnight, creating a structured process that mirrors the Early Tenure program. Ensuring a seamless transition from Nesting to Production by establishing a formal handoff with Learning & Development.
• Own coaching, feedback, and development planning for people leaders, by using data to identify performance gaps to guide in addressing behaviors and implementing action plans for improvement. Owning talent reviews to build a strong leadership pipeline for Core Operations.
• Collaborate with Recruiting to define hiring profiles, proactively source talent, conduct thorough interviews, and select candidates for leadership roles.
• Engagement & Connection:
• Leading through effective communication, conducting team meetings and huddles to communicate critical business updates and strategies, cultivate team member understanding and enhancing team dynamic through engagement and recognition.
• Proactively share updates representing the Overnight operation, and effectively communicating business strategies, successes and opportunities through clear, concise writing.
• Collaborate closely on decision-making processes, execute change management while fostering continuous improvement and maintaining team engagement.
• Partnership:
• Collaborate with Workforce Management to develop strategies for optimal staffing while driving productivity and supporting improved service levels.
• Lead cross-functional collaboration with Quality Assurance to resolve customer issues, identify exceptional agent experiences, and drive continuous improvement through Root Cause Analysis, reinforcing outstanding service.
• Build strong partnerships with key stakeholders across Specialty Groups, Healthcare, HR, Business Intelligence, and more, to enhance the agent and customer experience in Overnight Operations.

What You’ll Need:

• Multi-channel contact center experience, with current or previous people leadership experience of 5+ years.
• Must thrive in a fast-paced environment, adapt to shifting priorities, and take a hands-on approach to problem-solving, when required.
• Validated coaching skills that develop leadership, creating a positive impact that drives improvement at both the leadership and front-line agent levels.
• Demonstrate active listening, patience, and compassion, in interactions with direct reports and front-line team members.
• Strong computer and internet proficiency in a technology-driven environment
• Strong proficiency in computer and internet use within a technology-driven environment, including expertise in MS Office and reporting platforms like Tableau.
• Open to giving and receiving feedback to support personal and team growth.
• Candidate must be flexible with scheduling as the position could include evenings, weekends, and some holidays.
• Position may require travel.

Why Chewy Customer Service? It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, and happy hour. Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.

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. Apply Job!