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Senior Operations Manager

4 weeks ago

Fort Lauderdale, Florida, United States Chewy Full time
Job Title: Senior Operations Manager

We are seeking a highly motivated and experienced Senior Operations Manager to join our Healthcare Customer Care team at Chewy. The successful candidate will lead the daily operations of a licensed agent contact program, ensuring consistent delivery of high-quality customer interactions that meet compliance and regulatory standards.

Key Responsibilities:
  • Operational Leadership: Lead, mentor, and develop a team of Team Managers and agents to achieve performance metrics (KPIs) such as customer satisfaction, quality, Service Level, and efficiency.
  • People Management: Lead the performance and development of direct reports (Team Managers), focusing on leadership growth, agent engagement, and succession planning.
  • Program Management: Serve as the business POC for the specialty licensed space, maintaining relationships with internal and external stakeholders (e.g., regulatory bodies, clients, product teams).
Requirements:
  • Bachelor's degree in Business, Operations Management, or related field (MBA preferred).
  • 7+ years of experience in operations management in a multi-channel environment, preferably in a regulated or licensed environment.
  • Must hold or be willing to obtain an active property and casualty insurance license, including passing exams, fingerprinting, and background checks, per state regulations.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.

Chewy is an equal opportunity employer and welcomes applications from diverse candidates. 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, please contact CAAR@chewy.com. If you have a question regarding your application, please contact HR@chewy.com.