Rx Healthcare Operations Manager II

Position Overview

Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Pharmacy Healthcare Customer Service Operations team. Reporting to the Senior Manager Healthcare Customer Service, you will be a natural people leader responsible for building engaging teams and improving operational efficiency. A customer-first mentality is crucial for this role.

Key Responsibilities

• Lead 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 team leaders.
• Conduct team meetings and huddles to communicate critical business updates, drive member engagement, and ensure timely execution of initiatives.
• Collaborate with other managers to establish and build SOPs for existing processes and procedures.
• Participate in and own the talent review process for all leaders on your team.
• Develop bench strength for Customer Service through effective coaching, feedback, and regular performance reviews.
• Lead change management for your team.
• Deliver 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 and develop action plans to address them.
• Ensure attendance and adherence expectations are met and that all company policies are followed.
• Effectively connect with senior leadership across organizations to align resources and achieve annual savings targets.
• Maintain and implement new leadership onboarding initiatives to enhance career path experiences.
• Partner with WFM planning teams to deliver around-the-clock support, including strategizing around O/U, scheduling, service level, and overtime.
• Guide floor leadership using data to identify key behaviors and emerging trends, collaborating with L&D teams for process improvements.
• Act as the Single Threaded Owner (STO) for pivotal initiatives driving employee engagement or operational excellence.
• Collaborate with Senior Leadership on creating and executing the quarterly strategic vision for the department.
• Participate actively in decision-making processes and support change management for your team.
• Maintain an active Rx license and comply with regulation and performance standards.
• Lead cross-functional partnerships with Quality Assurance to resolve customer issues and perform root cause analysis for licensed Rx contacts.
• Collaborate with Compliance and Legal to address issues related to licensed Rx contact handling.
• Work with Healthcare business teams, product stakeholders, PIC, Vet Services, Legal, and Compliance to address customer feedback on Rx products, Storefront, promotions, and advertising.
• Partner with Recruiting to build hiring profiles and actively recruit, interview, and select high-performing candidates for agent and leadership roles.
• Maintain a project management portfolio in partnership with the Continuous Improvement (CI) program management and complete operational process improvement projects.
• Provide operational and program management updates for CS WBR.

Required Qualifications

• 5+ years of multi-channel contact center management experience, Healthcare/Pharmacy Services experience, or equivalent experience.
• Comfort with adapting to rapidly shifting goals and a willingness to “roll up your sleeves” to tackle various challenges.
• Proven coaching skills that impact both front-line agents and leadership.
• BS/BA degree or equivalent experience (e.g., 5+ years industry experience in lieu of a 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 with ease in group communications.
• Flexibility with scheduling, as the position may include evenings, weekends, and some holidays.
• Willingness to travel as required.
• Commitment to equal opportunity, diversity, and inclusion.