RX Healthcare Operations Manager II

Job Description:

Our Opportunity:

Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Pharmacy Healthcare Customer Service Operations team. This position will report to the Senior Manager Healthcare Customer Service. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mindset is critical for this role.

What You’ll Do:

Manage a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers/Team Leads.

Coach, develop, and performance manage floor leadership and agents to deliver an exceptional customer experience and consistent KPI results.

Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative and leaders on your team.

Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives; Promote an engaging agent experience through other leaders.

Collaborate with other managers to establish and build SOPs for existing processes and procedures.

Participate and own the talent review process for all leaders on your team.

Develop bench strength for Customer Service through effective coaching, feedback and development plans for your leaders by enforcing regular performance reviews and ensuring feedback is provided regularly to all levels of employees to ensure a highly engaged workforce.

Lead change management for your team.

Delivery of service level, coaching, budget (overtime, handle time, etc.) and other key metrics

Utilize data to guide floor leadership in identifying behaviors leading to performance gaps. Develop action plans to address behaviors and improve metrics.

Ensure Attendance and Adherence expectations are met and ensure compliance with all company policies.

Effectively communicate with senior leadership from other organizations to align resources and priorities so that all teams achieve annual savings targets.

Maintain and execute new leadership onboarding initiatives to enhance the career path experience.

Directly partner with WFM planning teams to deliver around-the-clock support including strategizing around O/U, scheduling, Service Level and Overtime

Utilize data to guide floor leadership in identifying key behaviors and emerging trends leading to process, performance and knowledge gaps leading to partnership with L&D teams to formulate Back to Basics topics.

Act as the STO (Single Threaded Owner) for an assigned strategic initiative driving employee engagement or operational excellence. Oversee the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings.

Partnering with Senior Leadership on the creation and execution of the Quarterly strategic vision for their department

Collaborates on decision-making processes and executes change management for your team.

Maintain active Rx license and adherence to regulation and performance standards accordingly.

Leading a cross functional partnership with the Quality Assurance team for the resolution of customer issues and on Root Cause Analysis for licensed Rx contacts. Additionally, conducting outbound interactions and journey maps for escalated customers for RxCS improvements

Leading a cross functional partnership with the Compliance and Legal department to root cause and solve all issues related to licensed Rx contact handling.

Leading a cross functional partnership with Healthcare business teams, Healthcare Product Stakeholders, PIC, Vet Services, Legal and Compliance to analyze, correct and address customer feedback regarding Rx products, Storefront , promotions and various Chewy advertising.

Lead a cross functional partnership with Recruiting to build hiring profile, actively recruit, interview, and select high performing candidates for agent and leadership roles

Maintain project management portfolio in partnership with continuous improvement (CI) program management and actively complete operational process improvement projects

Completes operational and program management update inputs into CS WBR

What You’ll Need:

5+ years of multi-channel contact center management experience or Healthcare/Pharmacy Services experience or equivalent comparable experience

Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges

Proven coaching skills that can impact both front-line agents and leadership

BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)

Strong computer and internet proficiency in a technology-driven environment

Proficiency in MS Office suite (Excel is a must)

Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group

Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays

Position may require travel