Manager, Customer Service (Overnight Shift)

Our Opportunity:

Chewy is seeking a motivated and experienced Team Manager to join our WOW team, focused on leading operational teams through the lens of continuous improvement. This role blends hands-on leadership with Lean and 5S methodologies to drive efficiency, standardization, and best in-class quality. As a people-first leader, you will guide a team of direct reports, ensuring top-tier performance, innovation, and customer satisfaction across multi-workstream support environments.

What You’ll Do:

• Lead and mentor team members within a multi-workstream environment


• Ensure Standard Operating Procedures (SOPs) are regularly reviewed, updated, and followed to maintain operational consistency and compliance.


• Identify operational inefficiencies using data, trends, and feedback to implement process enhancements that improve team performance and customer satisfaction.


• Collaborate cross-functionally to support the deployment of new tools, processes, and system updates.


• Deliver individualized feedback and coaching to close performance gaps and develop top-performing teams.


• Conduct regular team huddles, performance calibrations, and retention checks to promote alignment and continuous learning.


• Monitor team metrics and prepare data-driven reports for leadership on productivity, quality, and process improvement outcomes.


• Partner with stakeholders across Customer Care Operations to drive scalable and sustainable improvements.

What You’ll Need:

• 2+ years of leadership experience in a customer service, fulfillment, or operations environment, preferably in high-volume, multi-channel settings.


• Demonstrated experience in process improvement, and continuous improvement.


• Familiarity with SOP development, process mapping, and defect elimination.


• Proficiency in data analysis and the ability to translate metrics into actionable plans.


• Strong coaching, mentoring, and talent development skills.


• Excellent communication skills, both verbal and written.


• Ability to manage competing priorities in a fast-paced environment with a strong sense of urgency.


• Proficiency in Microsoft Office Suite, including Excel.


• Willingness to travel up to 10% and work flexible hours as needed.