Our Opportunity:
Chewy is hiring an Associate Director/Software Development Manager for our Customer Care Technology team in BOS/FLL/MSP/SEA. Thisteam is responsible for the applications used by CC agents to provide best in class customer service to our customers. As an AD, you will be responsible for a team of engineers who will deliver tools and insights to build the Chewy award winning Customer Care experience.
This is a high-profile position that will have exposure across business and product teams, influencing the vision and implementation of architecture, design and features for 3rd party application team - including Oracle Service Cloud, Salesforce, and several internal tools. As part of the AEXI team, this role offers a tremendous opportunity for professional growth in the leading online pet retailer in the US. As an AD, you will be involved in hands on architecture and development along with the team that you lead.
What you'll do:
- Lead a team of software engineers responsible for building tools and insights for Chewy's best in class Customer Care.
- Recruit and hire engineers and mentor the growth of the existing team.
- Lead all aspects of the team responsible for administration and customization of our 3rd Party CRM platforms, including Oracle Service Cloud and Salesforce
- Define and meet continuous learning goals to develop team capability - recent examples include an LLM/RAG knowledgebase implementation, customer facing mobile chat app, and high-availability omnichannel integration.
- Drive technical decisions and work with your product partners to lead a backlog to support multiple teams throughout Chewy.
- Review architecture and implementations to provide feedback for individual contributors.
- Establish strong working relationships at all organizational levels and across functional teams.
- Collaborate on design and implementation of scalable test environments for development and testing.
- Identify and lead priorities within the context of overall corporate objectives.
- Work with your technical and operational peers to meet testing and stability goals.
- Work with others in Engineering Management to drive best practices in software development, testing, and production deployment.
What you'll need:
- Bachelors in computer science, Electrical/Computer Systems Engineering or a similar math or engineering field.
- Proven history of implementing and managing significant software development projects (mobile or web application development, test automation, or release engineering domains)
- 5-10 years of experience in Software Development as a software engineer
- 5+ years of experience in Engineering Management
- Experience administering Oracle Service Cloud, Salesforce, and/or Genesys Cloud for large organizations - configurations, workflows, reports, customizations, business rules, etc. or Comparable enterprise-scale administration experience
- Familiarity with multiple technology stacks including both static and dynamic programming languages (Java, PHP, React, Node, etc.).
- Proven delivery experience working under an Agile/Scrum methodology
- Must be fluent in both written and spoken English.
Bonus:
- Ecommerce experience
- Experience with AWS technologies - Lambda, State functions, SNS, SQS, etc.
- Comfort working with multiple remote Team Members
- Professional Scrum Master Certification
- Experience using and implementing automated testing
- Familiarity with Atlassian tools
- Understanding of Continuous Integration/Continuous Delivery
- Experience building applications using AWS services
- Experience with e-commerce & call-center applications
Chewy values diversity and inclusion. We support ADA and similar law accommodations. Contact [email protected] for assistance.
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
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 Customer Privacy Policy, please click here.
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What the Team is Saying
What We Do
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.
Why Work With Us
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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Employees engage in a combination of remote and on-site work.
