Manager Customer Service III

Our Opportunity: 

Chewy is seeking a Senior Operations Manager for Core Operations to lead through complexity with clarity, precision, and accountability. This role requires a strategic operator who can translate high-level objectives into cross-functional execution. To succeed, this leader must be decisive in ambiguous environments and capable of guiding others through change. They set the tone for adaptability by reinforcing shared understanding, and ensuring teams stay connected to both outcomes and each other.

This leader is ultimately responsible for performance - designing how work gets done, shaping the systems that drive results, and ensuring progress is measured and understood. Their leadership must be extended through others by building coaching muscle, deepening accountability, and strengthening judgment at every level.

Above all, this role calls for someone who centers people and customers on every decision. They build durable structures for development and recognition, challenge leadership to grow through feedback, and build high-trust partnerships that elevate service and experience across the business.

What You’ll Do: 

Strategic Execution and Operational Leadership

• Owns the execution of Customer Care strategies by aligning cross-functional priorities, applying first-principles thinking to remove friction, and balancing capacity to deliver scalable, high-impact experiences.
• Guides teams through shifting priorities by modeling adaptability, driving alignment through shared mental models, and serving as a consistent steward of clarity during ambiguity and change.
• Acts as the senior-most operator responsible for performance outcomes, applying systems thinking to generate insights, inform decisions, and drive progress toward objectives and key results (OKRs).

People Development and Performance Enablement

• Sets clear standards for growth, recognition, and engagement to ensure development and connection remain central.
• Owns the cultivation of a people-first, customer-centric culture for up to 300 Team Members by embedding leadership behaviors rooted in feedback loops and shared accountability.
• Leads a team of experienced leaders by strengthening their decision quality through probabilistic thinking, reinforcing ownership of outcomes, and advancing coaching effectiveness to sustain high performance within a dynamic environment.
• Establishes performance management mechanisms that enable consistent coaching, transparent feedback, and visible progress against OKRs across all leadership levels.
• Uses inversion to proactively identify failure points in leadership development, refining onboarding and coaching strategies to prevent common breakdowns in capability or culture.

Systems Thinking and Partner Engagement

• Builds and inspect repeatable mechanisms that equip teams to navigate critical processes, distill complexity into clarity, and translate knowledge into consistent execution.
• Synthesizes insights across people, tools, and workflows to identify root causes, inform continuous improvement, and shape scalable technology enhancements; translates findings into concise narratives that align stakeholders and drive execution.
• Strengthens operational outcomes through structured partnerships: aligning decisions with leaders, ensuring policy adherence with HRBPs, executing service pivots with WFM, and surfacing customer-impacting trends with QA.

What You’ll Need: 

• 5+ years of experience in operations, customer experience, or a related field, including 3+ years leading leaders-of-leaders in a high volume, multi-channel support environment.
• Multi-channel contact center experience, with current or previous people leadership experience of 5+ years.
• Deep understanding of performance management systems, including coaching frameworks, accountability models, and feedback mechanisms that scale across leadership levels.
• Experience using mental models to guide decision-making and solve ambiguous or complex problems.
• Exceptional written and verbal communication skills, including the ability to craft executive-ready documentation and lead conversations that drive clarity and alignment.
• The ability to thrive in fast-paced, constantly evolving environments, while maintaining calm, focus, and execution discipline.
• Experience working across matrixed teams and influencing without authority to build alignment and drive results.
• Strong analytical mindset with experience in data validation, metric development, and actionable performance insights, interacting with tools like Power BI, Tableau, and speech-to-text analytics.
• Strong AI/NLP query and prompting skills and