Manager, Workforce Manager III

Our Opportunity:
Chewy is seeking a highly skilled Pharmacy Workforce Manager to lead workforce strategy and execution across Chewy's Pharmacist Operations, seated at our Louisville, KY call center! This team supports complex healthcare workflows including inbound and outbound phone interactions, live chat, and back-office functions such as Drug Utilization Reviews (DUR). This role will be responsible for real-time operations, long- and short-term forecasting, capacity planning, scheduling, and intraday service level performance for a team of 350+ licensed pharmacists across multiple U.S. locations, but will be based in Louisville, KY. The ideal candidate brings deep expertise in workforce management from high-volume healthcare contact centers or mail-order pharmacy environments, with a proven ability to optimize staffing, minimize overtime, and balance service level performance with labor cost efficiency.
What You'll Do:

• Lead and develop a high-performing WFM team, including forecasters, schedulers, real-time analysts, and workforce specialists supporting 24/7 pharmacist operations.
• Balance service levels, labor costs, and resource efficiency, using scheduling strategies to minimize overtime spend while meeting SLAs.
• Design and implement back-office productivity metrics, and drive optimization of pharmacist performance in non-contact channels such as Drug Utilization Reviews.
• Partner cross-functionally with operations, recruiting, training, HR, compliance, and finance to align labor strategies with volume demand, licensure constraints, and regulatory requirements.
• Leverage WFM and call routing technologies, including Genesys Cloud and NICE WFM, to deliver accurate forecasts, manage real-time queues, and drive efficient utilization of multichannel workflows (calls, chats, back office).
• Monitor and optimize routing logic to align contact types with appropriate skills, licensure, and productivity targets.
• Develop and maintain service level, occupancy, shrinkage, adherence, and utilization reporting; transform data into actionable insights for stakeholders.
• Optimize discretionary activity planning (training, meetings, PTO, etc.) to protect capacity during peak demand.
• Build operational contingency plans and lead intraday mitigation efforts during unexpected events or volume spikes.
• Support long-range labor modeling, scenario planning, and capacity strategies to enable growth, service expansion, or shift model changes.
• Establish structured communication cadences with cross-functional leaders to monitor service performance, team engagement, and workforce plan alignment.

What You'll Need:

• Bachelor's degree or equivalent experience; preference for focus in healthcare administration, business, operations, or analytics.
• 5+ years of workforce management leadership experience, including oversight of both front-line contact and back-office operations.
• 3+ years of experience managing WFM teams (schedulers, analysts, planners) in a multi-site or remote contact center.
• Demonstrated ability to balance service levels, staffing efficiency, and overtime cost optimization.
• Deep familiarity with multi-channel contact center operations, including back-office workflows.
• Hands-on experience with workforce platforms such as NICE WFM and Genesys Cloud, including forecasting, scheduling, real-time management, and reporting.
• Strong working knowledge of call routing strategies, queue management, and licensure-based routing constraints.
• Proficient in building and interpreting reports in Excel, Power BI, or SQL-based tools.

Preferred Qualifications:

• Prior experience supporting licensed clinical teams (e.g., pharmacists, nurses) in a contact center or telehealth operation.
• Experience optimizing performance in back-office pharmacy workflows, including DUR and prescription fulfillment readiness.
• Familiarity with mail-order pharmacy regulations and service delivery models.

Apply today!
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Chewy 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 [email protected].
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