Operations Customer Experience Manager

Chewy • Bellevue, WA

72d

About The Position

Chewy Vet Care's mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. The Chewy Healthcare team is passionate about redefining how vets and pet parents care for their pets and are on a multi-year journey to reinvent the experience of working with your veterinarian to keep your pets happy and healthy. As part of this mission, Chewy Vet Care is hiring an Operations Customer Experience Manager to help us scale a connected, detailed omnichannel customer experience for clients of our Chewy Vet Care practices. The Operations Customer Experience Manager is responsible for driving performance, operational excellence, and customer satisfaction across the Client Concierge network. This role partners with Operations, HR, and Customer Care to deliver real-time coaching, strengthen service quality and delivery, and ensure consistent alignment across teams.

Requirements

• AA/BA/BS degree in Business, Engineering, Leadership or equivalent experience (3+ years of Facilities/Maintenance Leadership roles)
• 3+ years' experience functional experience in implementing process changes and managing large complex projects
• Strong analytics and communications background (e.g., math, statistics, quantitative methods, and verbal and writing proficiency)
• Perform gap analysis between physical processes and future operations needs and have the ability to vet project requests and prioritize them accordingly
• Identify and recommend operations improvement opportunities to meet ever increasing business requirements
• Influential leadership skills and entrepreneurial spirit.
• Demonstrate initiative, accountability, and professionalism.
• Customer service approach focused on exceeding expectations and delivering value to end-users.
• Excellent communication, presentation, interpersonal, and critical thinking skills.
• Travel as needed (up to 25%) to support audits, new launches, and in-person initiatives.

Responsibilities

• Drives enterprise-level impact across multiple departments.
• Leads performance management for Client Concierges in partnership with Operations and Customer Care, ensuring alignment with organization goals.
• Builds team capability by delivering real-time coaching, constructive feedback, and positive reinforcement that foster accountability and professional growth.
• Supports Practice Managers HR issues as needed.
• Conducts ad hoc audit and performance reviews to ensure service consistency and excellence.
• Monitors ready releases hourly to ensure optimal call coverage.
• Manages network outages, driving timely resolution and clear communication across impacted teams.
• Builds and refines SOPs to standardize and optimize processes to drive continuous improvement.
• Uses operational reporting to guide staffing, performance management, and career development initiatives.
• Reviews task and communication management daily.
• Serves as a liaison between Operations, HR, Medical, Quality Assurance, and Customer Care to align resources and operationalize network initiatives.
• Leads partnerships with QA to resolve customer issues and champion enterprise-level call handling initiatives.
• Conducts initial client outreach, journey mapping, and coordination of outbound interactions for customers.
• Ensures strategic influence of customer concern findings to all necessary partners, including Operations, Medical, Product, Supply Chain, and Customer Care.
• Ensures timely responses and follow-ups on customer concerns and other system generated alerts.
• Launches communication initiatives to reinforce client engagement and trust.
• Assists with recruiting and interviewing Client Concierge candidates.
• Oversees smooth onboarding, including welcome sessions and expectation setting.
• Conducts team meetings and huddles to communicate updates, drive engagement, and support execution.

What This Job Offers

• Job Type: Full-time
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees