Description:
Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Pharmacy Healthcare Customer Service Operations team. This position will report to the Senior Manager Healthcare Customer Service. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mindset is critical for this role.
What You’ll Do
- Manage a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers/Team Leads.
- Promote an engaging agent experience through other leaders.
- Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives.
- Participate and own the talent review process for all leaders on your team.
- Develop bench strength for Pharmacy Healthcare through effective coaching, feedback, and development plans for your leaders.
- Maintain and execute new leadership onboarding initiatives to enhance the career path experience.
- Contributing to Strategic Planning for the business and driving Change Management for initiatives (Open Methods refinement, Customer Experience Improvement Initiatives, CHIRP feedback implementation, etc.)
- Operate with a willingness to learn, share, and receive feedback.
- Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members.
- Operate with a sense of curiosity to identify and solution process improvements that would improve the customer experience, employee experience or operational efficiencies.
- Drive Workforce Planning activities for the business through partnership with WFM team (Real Time Queue Management, Overtime and VTO management, Maintaining Staffing files and Team Assignments)
- Ensure Legal Compliance guidelines are adhered to for Pharmacy Operations in conjunction with the PIC.
- Facilitate weekly call listening sessions to track the healthcare customer journey and drive improvement in the customer experience.
- Ensure compliance with all company policies.
- Establish relationships with key stakeholders in Merchandising, Product, Business Intelligence, Quality, Workforce, and Learning & Development to earn trust and build partnerships.
- Perform other duties as assigned and needed.
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
- It is required to live within 100 miles from Pittson, PA.
- 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