Telehealth Operations Analyst II

Job Description

At Chewy, it is our mission to become the most trusted and convenient online destination for pet parents and our partners vets and service providers alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank pet lovers who are dedicated to us!

Our Opportunity

Chewy is looking for a Telehealth Operations Analyst II to join our Healthcare Team full-time. As a Telehealth Operations Analyst II , you will be responsible for analyzing and administering operational performance and progression metrics on the Healthcare team by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all customers. Additionally, you may be assigned a focus in daily volume review, payrolls operations, and/or agent profile Management wholly or in tandem with other peers and stakeholders.

What You’ll Do

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Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, and escalates to appropriate internal and external teams when needed.

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Uses expert understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review

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Maintains and support operational systems, documentation, and SOPs.

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Maintains and support operational workflows and supporting systems

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Prepare standard and ad-hoc reports that provide insights and trends to support operational activities.

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Collaborates with WFM, Operations, HR, Training, and Leadership teams to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.

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Support telehealth veterinary professionals experiencing technical issues utilizing appropriate SOPs for technical issue reporting.

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Work closely with Veterinary Services teams to ensure platform wide adherence to sustainable business practices.

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Research and problem-solve to determine appropriate solutions for the Veterinary Services Team and follow-up as needed to resolve issues.

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Operational responsibilities as assigned by the Veterinary Operations team.

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Position may require travel 5% of the time to attend conferences and professional development events

What You’ll Need

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Ability to think analytically and report on data and operational trends.

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Have exemplary listening and problem-solving skills. Ability to maintain the confidentiality of sensitive information

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Advanced skills with Microsoft Office suite (Excel, Visio, MS Project (or equivalent), and Word)

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Self-starter with proven ability to work within a team-oriented environment

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Ability to work independently and meet deadlines.

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Position may require travel

Preferred

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Active Vet Tech License / Certification (CVT, LVT or RVT) in good standing.

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A Veterinary Technology associate or bachelor’s degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is required.

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3+ years of small animal veterinary experience or equivalent industry experience.

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12 months of telehealth experience

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Experience in building and maintaining service schedules.

Does this sound like you? If so, we would love to hear from you! Come run with the Pack!

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 CAAR@chewy.com .

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