Manager, Operations

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 You'll 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 You'll 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, continuous improvement, or Lean initiatives.
• Hands-on knowledge of 5S principles and the ability to implement workplace organization strategies.
• 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 20% and work flexible hours as needed.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
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