We are seeking an experienced Associate Director, VOC Program Management, to join our CC Solutions Team. In this critical role, you will lead the strategy and implementation of Chewy's Voice of Customer (VOC) program to identify, measure, and ultimately eliminate obstacles to the best possible Chewy customer experience. You will be responsible for driving Root Cause Analysis of Executive Escalations and marrying findings to other VOC listening post (CSAT, NPS, Speech Analytics, etc.) insights to drive customer experience improvements by influencing functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights, and producing C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings.
To be successful, this individual must be highly motivated, hands on, team focused, organized, and detail-oriented, possessing solid analytical, problem-solving, program management, and interpersonal skills. The ideal candidate will be internal and external customer obsessed, have a passion for problem-solving, a track-record of amazing execution of cross-functional initiatives and exceptional at using data to influence and drive decisions. This is a high-visibility role, creating and driving the delivery of a multi-year roadmap of mechanisms to build and maintain the Chewy Customer Experience.
What You'll Do:
- Lead the implementation of Chewy's Voice of Customer (VOC) program to identify, measure, and ultimately eliminate obstacles to the best possible Chewy customer experience
- Design, implement and operationalize the AI driven VOC program of the future, as well as customer survey strategy
- Drive Root Cause Analysis of Executive Escalations and marry findings to VOC insights to drive CX improvements
- Influence functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights
- Produce C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings
- Lead weekly/bi-weekly VOC sprints to ensure more critical issues are ranked and priorities
- Work with leaders across Chewy to ensure there is visibility and accountability on fixes, and holding teams accountable for prioritizing work that closes customer experience gaps
- Build a well-oiled, closed feedback loop that combines customer experience data with operational, usage, and financial data to fuel positive changes across the Chewy enterprise including CS Operations, Marketing, Merchandising, Delivery Experience, and Healthcare to further a culture of continuous improvement via customer centricity in support of Chewy's mission
- Lead post implementation reviews to ensure successful delivery has been achieved and scale similar improvement in a repeatable manner across the organization
- Possess the ability to provide CI training, coaching, and mentoring to all levels of the organization
- Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders
- Communicate clearly and effectively across multiple teams and leadership levels including project/program status, c-suite presentations, and updates
- Hire, develop, and lead a team of VOC Program Managers (Practitioners) to identify Customer Experience gaps and surface with cross functional partners across Chewy
What You'll Need:
- Bachelor's degree in Business Administration, Marketing, Computer Science, or similar
- 10+ years of experience in Voice of Customer, Customer Experience, Consumer Insights
- Dynamic and engaged leader with experience leading a group of Customer Experience practitioners.
- Highly analytical and able to tell a story that bridges data to business outcomes
- Very motivational agent of change, able influence C-Suite and key stakeholders via superior professional writing and communication skills
- Tremendous backbone, with the ability to debate and push back at even the most senior leader level of Chewy in the name of CX. Stuff like this more clearly delineates the impact, scope, and breadth of the role
- Some (up to 15%) travel required
Bonus:
- MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters level degree
- Proven track record of building high-performing teams
- Experience in ecommerce, customer experience, healthcare, new market expansion, and/or new technology product launches
- Successful delivery of process and/or technology solutions, and familiarity with service-oriented architecture
The base salary range for this role is $149,000 - $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. 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
- Bachelor's degree in Business Administration, Marketing, Computer Science, or a similar field
- 10+ years of experience in Voice of Customer, Customer Experience, or Consumer Insights
- Experience leading a group of Customer Experience practitioners
- Strong analytical skills and ability to connect data to business outcomes
- Ability to influence C-suite executives and stakeholders through strong professional writing and communication
- Ability to challenge senior leaders and advocate for customer experience improvements
- Up to 15% travel
- MBA or master's degree in Business, Computer Science, Supply Chain, Engineering, Operations, or a related discipline
- Proven track record of building high-performing teams
- Experience in ecommerce, customer experience, healthcare, new market expansion, or technology product launches
- Successful delivery of process or technology solutions and familiarity with service-oriented architecture
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. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future 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.
Gallery
Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
