Associate Director, Customer Care Workforce Management Real-Time Management and Enablement

Job Description:

Our Opportunity

Chewy is seeking an Associate Director, Customer Care Real-Time Workforce Management to lead the tactical workforce management and workforce enablement capabilities supporting a complex, multi-channel Customer Care operation.

This leader will own the operating mechanisms, decision support, governance, and leadership routines that translate demand, staffing, and operational signals into timely actions across multiple lines of business and more than 25 customer-facing channels. Additionally, this leader will be responsible for the ongoing training and development of the WFM real-time team.  The role is accountable for balancing customer experience, Team Member experience, service level, speed of answer, occupancy, adherence, productivity, and labor cost.

The Associate Director will partner closely with key leaders and stakeholders across the business include: Operations, Forecasting and Planning, Scheduling Strategy, Technology, Routing, Data and Business Intelligence, HR, and Finance to improve real-time decision-making, forecast-to-actual visibility, skill and routing governance, contingency execution, and workforce flexibility.

This is a highly visible people-leadership role requiring sound judgment under pressure, the ability to establish clear decision rights, and a demonstrated commitment to both the customer and employee experience while delivering on stated financial goals.  

Responsibilities:

Real-Time strategy and execution

• Enable the delivery of a world class customer experience across Chewy’s various businesses and multiple channels
• Lead the Real-Time Management function supporting a highly dynamic 24/7 multi-channel Customer Care operation.
• Establish operating standards, decision rights, escalation paths, and performance expectations for our team of Real Time analysts, supervisors, managers, and senior leaders.
• Translate demand, staffing, forecast, and operational signals into timely intraday actions that balance service level, ASA, occupancy, adherence, productivity, cost, and Team Member experience.
• Lead tactical execution during peak periods, promotional events, severe weather, system disruptions, staffing shortfalls, and other business-continuity events.
• Establish a closed-loop process to convert real-time observations and plan-versus-actual performance into improvements in forecasting, scheduling, routing, staffing, and operating playbooks.
• Partner with Forecasting and Scheduling leaders to improve capacity alignment, forecast transparency, schedule effectiveness, flexible scheduling, and intraday execution.

Workforce enablement and profile management

• Lead workforce enablement and Profile Management capabilities, including agent profiles, skills, routing configuration, workforce records, audits, and change governance.
• Improve visibility into cross-skilled and burst-capacity resources and ensure that skill and routing changes are accurate, controlled, and operationally effective.
• Partner with Technology and Routing teams to improve routing logic, platform capabilities, and the connection between demand and available capacity.
• Ensure that workforce administration processes reduce defects, unnecessary handoffs, and avoidable operational friction.

Data, automation, and decision support

• Lead the modernization of manual and spreadsheet-based Real-Time processes through centralized data, automation, reporting, and decision-support capabilities.
• Develop reporting that gives Real-Time leaders and Customer Care executives a clear view of network health, emerging risks, plan-versus-actual performance, capacity constraints, and required actions.
• Use data and automation to improve speed, consistency, and quality of countermeasures such as staffing reallocations, OT, VTO, NPT, adherence actions, routing changes, and channel management.
• Establish a roadmap for Real-Time technology, reporting, automation, and process improvements.

Leadership and organizational health

• Build and develop a high-performing team of Real-Time leaders and analysts with strong technical capability, business judgment, and operational ownership.
• Develop leaders who can operate independently, make timely decisions, and support the team through ambiguity and rapidly changing business conditions.
• Maintain visible leadership presence in the operation and ensure that communication commitments are completed with clear ownership and follow-through.

Cross-functional partnership

• Partner with Customer Care Operations to align on Service standards, thresholds, handoffs, decision authority, and exception management.
• Partner with upstream business, promotional, CRM, fulfillment, and technology teams to identify demand or operational risks early and ensure Customer Care is incorporated into planning decisions.
• Provide Real-Time input to annual, quarterly, and monthly capacity and labor planning.
• Represent Real-Time Management in cross-functional transformation, platform migration, process improvement, and organizational design initiatives.

Qualifications

• Bachelor’s (Masters or MBA preferred) degree in mathematics, statistics, operations research, industrial engineering, computer science, economics or related field
• 8 or more years of experience in Workforce Management, Real-Time Management, Command Center operations, or large-scale multi-channel contact center operations.
• At least 4 years of experience leading people leaders and distributed operational teams.
• Demonstrated experience managing performance across multiple channels, lines of business, sites, and staffing models.
• Strong understanding of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor-cost tradeoffs.
• Proven ability to establish operating models, decision rights, escalation frameworks, SOPs, and contingency playbooks.
• Experience in a high-volume retail, e-commerce, healthcare, or similarly complex customer-service environment.
• Experience leading 24/7 operations across voice, chat, email, and other digital channels.
• Experience with workforce automation, predictive analytics, AI-enabled decision support, or data-platform modernization.
• Experience leading automation, reporting modernization, technology implementation, or process transformation.
• Strong analytical and data-literacy skills, including experience with AI models, SQL, Excel, business intelligence tools, or comparable reporting platforms.
• Experience with enterprise WFM and contact-center platforms such as NICE, Genesys, Verint, Alvaria, UKG, or comparable systems.
• Demonstrated ability to communicate clearly with frontline Team Members, operational leaders, executives, and technical partners.
• Strong judgment, urgency, organization, and follow-through in a highly dynamic environment.

Preferred qualification

• Experience leading Lean, Six Sigma, Kaizen, or comparable continuous-improvement

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

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 CAAR@chewy.com.

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