Manager, Workforce Analytics

Our Opportunity: Chewy is looking for a dynamic Manager of Workforce Analytics to lead the development, execution, and optimization of key customer care programs within our contact centers. In this role, you will be responsible for driving real-time team performance, developing scalable programs, and improving operational efficiency through strategic workforce management. As a leader, you will manage and mentor a team of frontline managers & non-exempt staff while ensuring that tactical programs align with business goals and deliver an exceptional customer-first experience. The ideal candidate is a strategic thinker, program builder, and change agent with a proven track record in workforce management and performance optimization.

What You’ll Do

• Develop, Implement, and Monitor Workforce Management Programs: Design, implement, and monitor high-impact real-
  
  

What You’ll Need

• 5 years of workforce management experience, with at least 3 years in a leadership role managing managers and teams in a complex, high-demand customer-first environment.
• Deep understanding of contact center operations, workforce management tools (e.g., Kronos/UKG, NICE, Genesys), and key performance metrics. Expertise in leveraging the tools for managing customer care programs and driving operational improvements.
• Strong leadership skills, with a proven track record of developing teams, driving performance, and leading continuous improvement initiatives.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Proven analytical and problem-solving abilities to drive data-informed decisions, optimizing contact center performance through activities such as forecasting, trend analysis, regression analysis, and statistical evaluation.
• Strong experience in data management, with the ability to integrate and synthesize data from various platforms (e.g., Tableau, advanced Excel, Smartsheet, with experience in data programming being a plus) to create actionable insights and deliver clear, impactful visualizations and reports.
• Proven ability to work cross-functionally and collaborate with teams across departments to achieve business goals.
• Experience with structured methodologies (e.g., the 5 Whys, Lean, Six Sigma, or Fishbone Diagram) or similar continuous improvement methodology is a plus.
• Ability to work a flexible schedule to support a 24/7 contact center operation.
• Internal Requirements:
• Must be in current/level role for at least 12 months.
• Must meet performance and quality metrics for the last 90 days.
• No corrective actions within the last 90 days.
• Occasional travel may be required.
  

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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.

If you have a question regarding your application, please contact HR@chewy.com.

To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.