Our Opportunity:
Chewy is seeking a motivated and experienced Team Manager to join our WOW team focused on leading operational teams through the lens of continuous improvement. This role blends hands-on leadership with Lean and 5S methodologies to drive efficiency standardization and best in-class quality. As a people-first leader you will guide a team of direct reports ensuring top-tier performance innovation and customer satisfaction across multi-workstream support environments.
What Youll Do:
- Lead and mentor team members within a multi-workstream environment
- Ensure Standard Operating Procedures (SOPs) are regularly reviewed updated and followed to maintain operational consistency and compliance.
- Identify operational inefficiencies using data trends and feedback to implement process enhancements that improve team performance and customer satisfaction.
- Collaborate cross-functionally to support the deployment of new tools processes and system updates.
- Deliver individualized feedback and coaching to close performance gaps and develop top-performing teams.
- Conduct regular team huddles performance calibrations and retention checks to promote alignment and continuous learning.
- Monitor team metrics and prepare data-driven reports for leadership on productivity quality and process improvement outcomes.
- Partner with stakeholders across Customer Care Operations to drive scalable and sustainable improvements.
What Youll Need:
- 2 years of leadership experience in a customer service fulfillment or operations environment preferably in high-volume multi-channel settings.
- Demonstrated experience in process improvement and continuous improvement.
- Familiarity with SOP development process mapping and defect elimination.
- Proficiency in data analysis and the ability to translate metrics into actionable plans.
- Strong coaching mentoring and talent development skills.
- Excellent communication skills both verbal and written.
- Ability to manage competing priorities in a fast-paced environment with a strong sense of urgency.
- Proficiency in Microsoft Office Suite including Excel.
- Willingness to travel up to 10% and work flexible hours as needed.
Required Experience:
Manager