Job Summary: Chewy’s Delivery Experience (DEX) team is hiring an Associate Director of Quality Execution. This role will lead cross-functional initiatives to reduce concessions (inclusive of damages, missing items, and incorrect items) and enhance the quality of our packaging processes. As a leader within DEX, you will work closely with Transportation, Fulfillment, and Technology teams to develop processes, set standards, and drive both short-term and long-term strategies for defect reduction. The Associate Director will be accountable for achieving the Operations RRC goal, optimizing our packaging suite, and influencing the roadmaps of technical teams to ensure alignment with quality objectives.
Key Responsibilities:
- Define Quality Standards: Set and uphold quality benchmarks for Chewy’s fulfillment and transportation networks, ensuring alignment across teams and suppliers.
- Concessions Reduction Initiatives: Lead programmatic efforts to minimize damages, missing items, and incorrect items. Establish strategies for both immediate and sustained reduction in concessions.
- Packaging Lab Oversight: Manage packaging lab operations, driving improvements in packaging design and performance to enhance product protection.
- Cross-Functional Collaboration: Partner with Transportation, Fulfillment, and other key stakeholders to create defect-prevention processes and improve standard work.
- Operations RRC Goal Ownership: Primary accountability for achieving the Operations RRC reduction goal
- Tech Roadmap Influence: Collaborate with Technology teams to prioritize quality initiatives and ensure tech roadmaps support operational and quality goals.
- Data-Driven Insights: Establish and maintain regular reporting cadences, leveraging SQL or Python for data analysis to inform decision-making and strategy adjustments.
Basic Qualifications:
- Bachelor’s degree in Business, Engineering, Quality Management, or related field
- 8+ years of experience in quality, operations, or a related function, with demonstrated leadership in quality standards and process improvement
- Proficiency in data analysis, including SQL or Python, with a strong analytical mindset
- Proven experience influencing cross-functional teams and collaborating across business and technical teams
- Strong verbal and written communication skills, with the ability to clearly convey complex information
- Ability to travel up to 25% as needed
Preferred Qualifications:
- Advanced degree (Master’s or MBA) in a relevant field
- Experience in e-commerce, logistics, or fulfillment environments
- Demonstrated success in achieving quality and operational goals within high-growth environments
- Experience developing and executing both tactical and strategic quality initiatives
Why Chewy?
Chewy provides a dynamic, team-oriented environment where you can make an impact. Join us to lead quality-driven initiatives, reduce concessions, and improve the customer delivery experience in one of the most innovative teams in the industry.
Apply today and become part of a team that values customer experience, quality, and operational excellence.
Compensation & Benefits:
Our salary range for an Associate Director, Quality Assurance position is $149,000.00 - $245,000.00. 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. 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. Salaried-exempt 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.
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 [email protected].
If you have a question regarding your application, please contact [email protected].
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We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
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We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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