Our Opportunity: 

Chewy is looking for an Associate Director, Customer Service to join our Customer Service team in our Phoenix, AZ virtual location. The ideal candidate is an experienced, people-focused leader with a track record of building and developing engaging, high performing-managers while fostering a safe, collaborative, productive, winning, and fun culture in a fully virtual environment. The right candidate will also have a powerful sense of urgency and the ability to improve operational efficiency through thoughtful process improvement. A customer-first mindset is critical for this role. While this is a virtual role, the candidate will also have a presence at our in-market physical location as needed for hiring events, engagement activities, town halls, and other in-person activities.

What You'll Do:

Operate At Depth

• Proactively learns and understands business environment to recognize the “why” and come to well-rounded decisions.
• Complete inspection of processes to understand defects or best practices and learn from them for further improvement.
• Understands how individual, team and department responsibilities and performance impact the overall success of the Company, process, and systems.

Build High Performing Teams

• Raising the performance bar with every hire and promotion; not afraid to hire people smarter than you.
• Takes your coaching role seriously by putting people first (over numbers), developing others and building a pipeline of talent, while supporting their movement through the organization.
• Works tirelessly as a “Chewy ambassador” in the community to help establish Chewy as a great corporate citizen and as an employer of choice.

Deliver Results

• Owns the performance results for their virtual contact center in core metrics that focus on our customers, our team members, and our operational efficiency.
• Collaborates with key business partners – Employee Engagement, Human Resources, Learning & Development, IT, and more – to drive improvements and deliver results for our customers and team members.
• Focuses on the key inputs for your business and delivers them with the right quality and in a timely fashion.
• Proves impact of results by producing conclusive, measurable results within time commitments.
• Kicks rocks out of the way; help to clear a path for success, enabling people to achieve more than they thought possible.
• Pushes the thinking of others to achieve the extraordinary vs merely good.

What You'll Need:

• 10+ years of multi-channel contact center management experience (Virtual Customer Service strongly preferred), with proven leadership track record and verifiable history of managing managers of successful, high-volume teams
• 3+ years of senior level management experience in a virtual environment required; preferred prior Director experience in contact center(s) with 300+ employees
• Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
• Proven coaching skills that can impact both front-line agents and floor leadership
• Proficiency in MS Office suite (Excel is a must)
• Accelerating time and pivoting for change
• Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group in a virtual environment
• Actively recognizes and develops exceptional talent with a willingness to work onsite during any shift as needed
• Flexibility to work on-site as needed at our in-market location
• Some travel to Dallas, TX and/or Hollywood, FL may be required, approximately 10-15% of the time.

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. 
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