Manager, Customer Service III - Licensed - Chewy

Our Opportunity:

Chewy is looking for a highly motivated, goal-oriented and engaged SeniorOperations Manager, Licensed Insurance, to join our Healthcare Customer Care team. The Senior Operations Manager will lead the daily operations of a licensed agent contact program, overseeing team managers and driving agent performance. Additionally, the role will serve as the business point of contact (POC) for the specialty licensed space, aligning operations with broader business strategies. The ideal candidate will have strong operations management experience, coupled with program management expertise, to support multi-year strategic initiatives in a fast-paced, customer-centric environment.

Key Responsibilities:

Operational Leadership:

• Oversee the day-to-day operations of a licensed agent contact program, ensuring consistent delivery of high-quality customer interactions that meet compliance and regulatory standards.
• Lead, mentor, and develop a team of Team Managers and agents to achieve performance metrics (KPIs) such as customer satisfaction, quality, Service Level and productivity.
• Drive a consultative sales approach within the team, ensuring achievement of department goals.
• Foster a culture of continuous improvement by identifying and implementing operational efficiencies, workflow improvements, and best practices.

People Management:

• Manage the performance and development of direct reports (Team Managers), focusing on leadership growth, agent engagement, and succession planning.
• Monitor and assess agent training needs, working with internal learning and development teams to ensure continuous education on products, regulations, and processes.
• Create a high-performing team environment through clear goal setting, regular feedback, and career development initiatives.

Program Management:

• Serve as the business POC for the specialty licensed space, managing relationships with internal and external stakeholders (e.g., regulatory bodies, clients, product teams).
• Ensure adherence to state and national insurance guidelines. Oversee licensing and continuing education requirements, managing relationships with insurance carrier partners to ensure proper procedures are followed.
• Lead strategic initiatives that span several years, contributing to long-term business plans, including licensing expansions and compliance, compliance upgrades, and new service offerings.
• Drive alignment between business objectives and operational capabilities, ensuring successful implementation of new processes and services.
• Collaborate with cross-functional teams (e.g., Compliance, Legal, Marketing, Product) to drive business initiatives and ensure seamless execution.

Business Strategy & Execution:

• Develop, execute, and monitor operational strategies aligned with the company's business goals in the specialty licensed space.
• Lead change management efforts related to program initiatives, including system implementations, product launches, and process transformations.
• Provide insights and recommendations to senior leadership regarding business growth opportunities, competitive positioning, and emerging industry trends.

Regulatory & Compliance Management:

• Ensure all operations are conducted in compliance with relevant licensing requirements and industry regulations.
• Collaborate closely with Legal and Compliance teams to maintain up-to-date knowledge of regulatory changes affecting licensed operations.
• Lead audits, inspections, and any corrective action plans to maintain operational and regulatory excellence.

Qualifications:

• Bachelor's degree in Business, Operations Management, or related field (MBA preferred).
• 7+ years of experience in operations management in a multi-channel environment, preferably in a regulated or licensed environment.
• Must hold or be willing to obtain an active property and casualty insurance license, including passing exams, fingerprinting, and background checks, per state regulations.
• Proven track record in managing teams, driving performance, and leading large-scale programs or strategic initiatives.
• Strong understanding of licensing regulations and compliance in a contact center or customer service setting.
• Exceptional program and project management skills, with the ability to lead cross-functional initiatives.
• Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making and operational improvements.
• Excellent communication and interpersonal skills to manage relationships with stakeholders at all levels.
• Position may require travel

Internal Requirements:

• This position is preferred to be filled internally with Director input
• Internal experience of 2+ year as a Customer Service Operations Manager
• No corrective actions within the last 180 days

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.