Associate Director of Engineering - Customer Care Product & Engineering
At Chewy, we believe great work starts with great people!
Here, you'll be part of a team that values who you are, what you bring, and where you want to grow. We offer meaningful work, competitive compensation, and opportunities to develop your career in an environment built on trust and collaboration.
Your Opportunity
As the Associate Director of Engineering for the Customer Care Product & Engineering Team, you will lead the Agent Assist, Workflow and Tooling organization. You will drive the technical vision, architecture, and execution of scalable, resilient, and intelligent systems that power world-class customer support experiences.
You will shape and deliver AI/ML-driven solutions that enhance automation, personalization, and operational efficiency across customer care channels. You will partner closely with Product, Data Science, UX, and Operations to build innovative platforms and experiences that empower Customer Care teams and delight pet parents.
You will guide engineering strategy, foster technical excellence, and build high-performing teams capable of delivering secure, reliable, and forward-thinking solutions in a fast-paced environment.
What You'll Do
- Lead and develop the Agent Assist, Workflow and Tooling teams, setting technical direction and ensuring strong execution.
- Architect and deliver scalable, highly available systems supporting omni-channel customer care (chat, voice, messaging, automation platforms).
- Drive the design and implementation of AI/ML-based solutions, including AI based Agent assist tools, Unified Agent Workspace, RRC, CCRB and more.
- Establish engineering best practices in system design, software development, testing, DevOps, and observability.
- Partner with Product and Data teams to translate business requirements into robust technical solutions.
- Oversee platform modernization efforts, ensuring performance, scalability, and security.
- Champion data-driven decision-making and experimentation to continuously improve customer and agent experiences.
- Build and mentor engineering managers and senior engineers, fostering a culture of accountability, innovation, and continuous improvement.
- Manage roadmap planning, resource allocation, and cross-functional delivery alignment.
- Ensure compliance with security, privacy, and reliability standards across all systems.
What You'll Need
- 8+ years of experience in software engineering, system architecture, and platform development.
- 2+ years of experience leading engineering teams or managing managers.
- Bachelor's degree in Computer Science or a similar technical discipline.
- Strong technical expertise in distributed systems, cloud-native architectures, APIs, and microservices.
- Hands-on experience designing and building AI/ML-based solutions in production environments.
- Experience working with modern cloud platforms (e.g., AWS, GCP, Azure).
- Demonstrated experience delivering scalable, resilient systems supporting high-volume customer-facing applications.
- Strong understanding of CI/CD, DevOps practices, and engineering operational excellence.
- Experience collaborating closely with Product, Data Science, and cross-functional stakeholders.
- Strong communication skills with the ability to influence technical and non-technical partners.
Bonus
- Master's degree in Computer Science, Engineering, or related field.
- Experience building conversational AI, LLM-based solutions, or intelligent automation platforms.
- Experience in customer care or contact center technologies (e.g., CRM, CCaaS platforms).
- Experience implementing observability and reliability engineering best practices.
- Familiarity with data engineering pipelines and MLOps frameworks.
- Experience leading platform transformation or modernization initiatives.
What You'll Get
- A place where you can be your authentic self and grow your career. Our pet parents and partners are from everywhere-different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are encouraged to bring their perspectives to deliver on our mission!
- Work in a culture that cares, with managers who value you and your career journey. Be empowered to think big, thrive on delivering results, and to become your best.
- Development of meaningful connections with a diverse group of Chewtopians through Team Member Resource Groups and celebrate inclusivity with various company events, programs, and activities.
- Comprehensive medical, dental, vision benefits, in addition to wellness programs and resources, enabling you to be your best self in and outside of work.
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- 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.
We 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.
Exempt 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.
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].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- 8+ years of experience in software engineering, system architecture, and platform development
- 2+ years of experience leading engineering teams or managing managers
- Bachelor's degree in Computer Science or a similar technical discipline
- Strong technical expertise in distributed systems, cloud-native architectures, APIs, and microservices
- Hands-on experience designing and building AI/ML-based solutions in production environments
- Experience working with modern cloud platforms such as AWS, GCP, or Azure
- Experience delivering scalable, resilient systems supporting high-volume customer-facing applications
- Strong understanding of CI/CD, DevOps practices, and engineering operational excellence
- Experience collaborating with Product, Data Science, and cross-functional stakeholders
- Strong communication skills with technical and non-technical partners
- Master's degree in Computer Science, Engineering, or a related field
- Experience building conversational AI, LLM-based solutions, or intelligent automation platforms
- Experience with customer care or contact center technologies such as CRM or CCaaS platforms
- Experience implementing observability and reliability engineering best practices
- Familiarity with data engineering pipelines and MLOps frameworks
- Experience leading platform transformation or modernization initiatives
What the Team is Saying
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary, bonuses, equity opportunities, healthcare benefits, employee discounts, and career growth opportunities. The company emphasizes supporting employees across ecommerce, healthcare, pharmacy, customer service, technology, and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary, performance bonuses, commissions, and equity depending on role and level. Built In also notes benefits such as relocation assistance, employee discounts, and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, disability coverage, telemedicine, mental health resources, and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically, mentally, and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts, employee discounts on Chewy products, parental leave, fertility support, family-focused benefits, and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements, flexible scheduling, commuter benefits, PTO, paid holidays, and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities, mentorship, leadership development, cross-functional learning, and exposure to large-scale ecommerce, automation, healthcare, and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits, employee discounts, coworkers, and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
Chewy Insights
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
