Manager, Workforce Manager III

Our Opportunity: 

Chewy is looking for a dynamic Manager of Workforce Analytics to lead the development, execution, and optimization of key customer care programs within our contact centers. In this role, you will be responsible for driving real-time team performance, developing scalable programs, and improving operational efficiency through strategic workforce management. As a leader, you will lead and mentor a team of frontline managers & non-exempt staff while ensuring that tactical programs align with business goals and deliver an exceptional customer-first experience. The ideal candidate is a strategic problem solver, program builder, and change agent with a consistent track record in workforce management and performance optimization.

What You’ll Do:

• Develop, Implement, and Monitor Workforce Management Programs: Design, implement, and monitor high-impact real-time workforce management programs that drive performance, operational efficiency, and customer satisfaction. Build scalable, repeatable processes that can adapt to changing business needs. Take full ownership of tactical workforce management programs, ensuring their successful execution and continuous improvement.
• Lead and Develop Workforce Management Teams: Build and lead a team of high-performing workforce management managers and staff. Provide mentorship, coaching, and professional development to enhance leadership skills, champion a culture of continuous improvement, and maintain accountability while balancing the employee experience.
• Drive Innovation and Process Improvement: Find opportunities for innovation and process improvements. Make data-driven recommendations to enhance workforce management and operational effectiveness. Conduct deep dives into data to uncover underlying issues affecting operations and understand the ripple effects of operational decisions on service levels.
• Stakeholder Communication and Alignment: Serve as the primary point of contact between senior leadership, operational teams, and other stakeholders. Maintain strong relationships to ensure alignment on goals, priorities, and performance expectations. Facilitate regular communication on operational status, challenges, and successes.
• Workforce Analytics and Planning: Establish analytical tools to track trends and predict future workforce needs. Use data insights to anticipate potential impacts, drive program improvements, and make proactive adjustments. Run "what-if" scenarios to assess the impact of changes in staffing, shifts, or processes.
• Cross-Functional Collaboration: Partner with HR, IT, and Training departments to ensure that workforce management strategies, training programs, and system enhancements align with and support the success of contact center operations.
• Reporting and Data Insights: Regularly build and deliver reports on critical metrics, workforce performance, and program outcomes to senior leadership. Use data analysis to provide actionable insights and recommend improvements to enhance workforce management and operational efficiency.
• Process Optimization and Performance Improvement: Lead efforts to optimize processes and improve performance. Analyze trends and customer feedback to find opportunities for improvement and collaborate with teams to implement solutions. Ensure smooth transitions during changes and align efforts with broader business goals.
• Promote Chewy’s Operating Principles: Embody and promote Chewy’s Operating Principles, ensuring their spirit is reflected throughout the organization.
• Additional Responsibilities: Take on other workforce management-related tasks and projects as needed.

What You’ll Need:

• 5+ years of workforce management experience, with at least 3 years in a leadership role leading managers and teams in a sophisticated, high-demand customer-first environment.
• Deep understanding of contact center operations, workforce management tools (e.g., Kronos/UKG, NICE, Genesys), and key performance metrics. Expertise in using the tools for running customer care programs and driving operational improvements.
• Strong leadership skills, with a consistent track record of developing teams, driving performance, and leading continuous improvement initiatives.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Show analytical and problem-solving abilities to drive data-informed decisions, optimizing contact center performance through activities such as forecasting, trend analysis, regression analysis, and statistical evaluation.
• Strong experience in data management, with the ability to integrate and synthesize data from various platforms (e.g., Tableau, advanced Excel, Smartsheet, with experience in data programming being a plus) to create actionable insights and deliver clear, impactful visualizations and reports.
• Confirmed ability to work cross-functionally and collaborate with teams across departments to achieve business goals.
• Experience with structured methodologies (e.g., the 5 Whys, Lean, Six Sigma, or Fishbone Diagram) or similar continuous improvement methodology is a plus.
• Ability to work a flexible schedule to support a 24/7 contact center operation.
• Internal Requirements:
• Must be in current/level role for at least 12 months.
• Must meet performance and quality metrics for the last 90 days.
• No corrective actions within the last 90 days.
• Must have Workforce Management Experience
• Occasional travel may be required.