drjobs Manager, Customer Service (Overnight Shift)

Manager, Customer Service (Overnight Shift)

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1 Vacancy
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Job Location drjobs

Plantation, FL - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

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

Employment Type

Part-Time

Company Industry

About Company

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