**Our Opportunity:** Chewy is looking for a dynamic **Manager of Workforce Analytics** to lead the development, execution, and optimization of key customer care programs within our contact centers. In this role, you will be responsible for driving real-time team performance, developing scalable programs, and improving operational efficiency through strategic workforce management. As a leader, you will manage and mentor a team of frontline managers & non-exempt staff while ensuring that tactical programs align with business goals and deliver an exceptional customer-first experience. The ideal candidate is a strategic thinker, program builder, and change agent with a proven track record in workforce management and performance optimization. **What You’ll Do:** + **Develop, Implement, and Monitor Workforce Management Programs:** Design, implement, and monitor high-impact real- **What You’ll Need:** + 5+ years of workforce management experience, with at least 3 years in a leadership role managing managers and teams in a complex, high-demand customer-first environment. + Deep understanding of contact center operations, workforce management tools (e.g., Kronos/UKG, NICE, Genesys), and key performance metrics. Expertise in leveraging the tools for managing customer care programs and driving operational improvements. + Strong leadership skills, with a proven track record of developing teams, driving performance, and leading continuous improvement initiatives. + Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels of the organization. + Proven analytical and problem-solving abilities to drive data-informed decisions, optimizing contact center performance through activities such as forecasting, trend analysis, regression analysis, and statistical evaluation. + Strong experience in data management, with the ability to integrate and synthesize data from various platforms (e.g., Tableau, advanced Excel, Smartsheet, with experience in data programming being a plus) to create actionable insights and deliver clear, impactful visualizations and reports. + Proven ability to work cross-functionally and collaborate with teams across departments to achieve business goals. + Experience with structured methodologies (e.g., the 5 Whys, Lean, Six Sigma, or Fishbone Diagram) or similar continuous improvement methodology is a plus. + Ability to work a flexible schedule to support a 24/7 contact center operation. + Internal Requirements: + Must be in current/level role for at least 12 months. + Must meet performance and quality metrics for the last 90 days. + No corrective actions within the last 90 days. + Occasional travel may be required. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com . To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy. (https://www.chewy.com/app/content/privacy) **Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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, or if you need a religious accommodation, please contact** **CAAR@chewy.com** **.** **If you have a question regarding your application, please contact** **HR@chewy.com** **.** **To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .**