{"id":2427817,"url":"https://alion.io/job/chewy-manager-workforce-analytics","title":"Manager, Workforce Analytics","company":{"id":709617,"name":"Chewy","domain":"chewy.com","url":"https://alion.io/company/chewy-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richardson, United States","Bellevue, United States","Boston, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":90500,"currency":"USD","period":"year","gross":null,"usd_annual":90500},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Agile","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Python","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T09:50:33Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Description:\nOur Opportunity:\nChewy is looking for a Manager, Workforce Analytics to join the best customer service department in America. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency through strong workforce management knowledge. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer & agent-first mindset is critical for this role.\nWhat You’ll Do:\nDevelop, manage and coach WFM staff to build successful teams that deliver an exceptional customer and agent experience through workforce management knowledge,\nEstablish peer-to-peer relationships with other Managers to enhance process efficiency of the workforce management team.\nUse data and quality audits to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps for the team\nCollaborate with other with WFM, Operations, HR, training and Leadership teams to establish and build SOPs for existing processes and procedures.\nEnsure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce\nMaintain and execute new leadership onboarding initiatives to enhance the career pathing experience. \nPrepare and deliver analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to prevent non-SLA target or high occupancy periods.\nCoordinate real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.\nAct as a resource and back up to support the command center, payrolls operations, and/or agent profile management roles as needed.\nBe an ambassador of the spirit and intent of the Chewy Operating Principles\nWhat You’ll Need:\nBS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)\n5+ years of multi-channel contact center management experience in (Workforce Management strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams\nMust be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges\nAbility to make agile judgement decisions in ambiguous situations contact center performance conditions.\nProven analytical and problem-solving skills with attention to detail and accuracy.\nAdvanced experience in data management a plus - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts \nProven coaching skills that can impact both front-line agents and floor leadership\nHands-on experience and familiarity with workforce management, payroll, and ACD systems; (e.g., Kronos, NICE, Cisco, etc.) platforms.\nProficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.\nOutstanding oral and written communication skills, comfort-ability and ease in presenting information to all levels of the Customer Service Organization from agent to Senior Leadership.\nFlexibility to participate in a schedule required to support a 24x7 contact center.\nPosition may require travel\nThe base salary range for this role is $60,000 - $90,500.00.The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.\n\nWe offer different types of insurance and benefits, 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.\nExempt salary team members have unlimited PTO, subject to manager approval. 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.\nChewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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 .\nTo access Chewy's California CPRA Job Applicant Privacy Policy, please click here.","description_format":"text","description_chars":5116,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Parental leave","Unlimited PTO"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Pet Food, Supplies & Care"],"lifecycle":[{"event":"open","at":"2026-10-13T08:14:36Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 184 · green card filings: 110","filings_12m":184,"filings_prev_12m":257,"green_card_filings_12m":110,"median_offered_wage_usd":149813,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":58}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.851,"p_room":1,"age_days":4,"expected_fill_days":22,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-10-13T13:46:33Z"},"pay":{"stated_usd_annual":90500,"is_top_pay":false},"html_url":"https://alion.io/job/chewy-manager-workforce-analytics","json_url":"https://alion.io/job/chewy-manager-workforce-analytics.json","meta":{"generated_at":"2026-10-13T13:46:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21154,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":709617},"rest":"https://alion.io/mcp/rest/get_company?id=709617"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fchewy-manager-workforce-analytics"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fchewy-manager-workforce-analytics"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fchewy-manager-workforce-analytics"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/chewy-manager-workforce-analytics\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fchewy-manager-workforce-analytics"}]}