Overview In this role you lead real-time workforce management for Chewy's 24/7 multi-channel Customer Care operation, turning demand and operational signals into timely actions. You'll own governance, decision rights, and leadership routines across the real-time team to balance customer experience, team member experience, service levels, and cost. You collaborate with cross-functional partners to improve forecast-to-actual visibility and intraday decisioning. You will shape playbooks, contingency plans, and workforce flexibility to sustain world-class service. This is a high-visibility, people-leadership role focused on impactful, data-driven decisions in a dynamic environment. Compensation / Benefits401k and equity grantannual bonus eligibilitycomprehensive medical, vision, and dentalunlimited PTOsix paid holidays per yearpet insurance discount ResponsibilitiesLead Real-Time Management for a 24/7 multi-channel operation and establish operating standards, escalation paths, and performance expectations.Translate demand, forecast, and operational signals into intraday actions balancing service level, occupancy, productivity, and cost.Manage peak periods, events, disruptions, and contingencies with tactical execution.Create closed-loop improvements linking observations to forecast, scheduling, routing, and playbooks.Partner with Forecasting and Scheduling to improve capacity alignment and intraday execution.Oversee workforce enablement and profile management including agent skills, routing configuration, and change governance.Drive modernization of manual processes through data, automation, and decision-support reporting.Develop and lead a high-performing Real-Time team with clear ownership and accountability. Key requirements8+ years in Workforce Management, Real-Time Management, Command Center operations, or large-scale multi-channel contact centers4+ years in people leadership with distributed teamsExperience across multiple channels, lines of business, and staffing modelsStrong knowledge of service level, ASA, occupancy, adherence, productivity, routing, and labor-cost tradeoffsAbility to establish operating models, decision rights, SOPs, and contingency playbooksExperience in high-volume retail/e-commerce/healthcare or similarly complex customer-service environmentsExperience leading 24/7 operations across voice, chat, email, and digital channelsExperience with workforce automation, predictive analytics, AI-enabled decision support, or data-platform modernizationExperience with enterprise WFM and contact-center platforms (e.g., NICE, Genesys, Verint, Alvaria, UKG)strong communication with frontline staff and leaderssound judgment under pressurecollaboration and cross-functional partnershipdata analysis and SQLExcel and business intelligence toolsAI-enabled decision support
Not specified in the original listing.
Not specified in the original listing.
