Our Opportunity:
At Chewy, we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box of ways to delight, surprise, and thank our loyal pet lovers!
Customer Care is the key to success in our mission and what makes us successful. To maintain this advantage, we are hiring a Director, Program Management to join our Customer Care (CC) team at one of our hub locations (Bellevue, WA, Plantation, FL, or Dallas, TX). The leader will be responsible for building an elite programs organization that will enable an extraordinary customer service experience.
The Chewy CC Programs organization ensures a magnificent customer experience by eliminating defects across the customer journey, launching and scaling new offerings, and expansions. In addition, the team owns process improvement and is responsible for embedding a culture of continuous improvement enterprise wide, to optimize the way we serve pet parents. We’re looking for a Director that will work with leaders across Chewy by serving as a strategic partner to set the vision and direction of the customer service program organization. This role will work across all CC functional areas (Contact Center Operations, Learning & Development, Product & Tech, Analytics, Resource Planning, Forecasting, Human Resources, etc.) and across the enterprise teams to create the program roadmaps and the deliverables needed to create a best-in-class customer experience.
What You'll Do:
- Provide strong leadership and vision for how to deliver an extraordinary CC experience through the team as well as business partnerships across the enterprise
- Serve as the head of CC Programs and lead a large organization of Program Leaders focused on improving customer experience, defect reduction, expansions, new initiatives, process improvement
- Lead cross-functional technical projects across multiple geographies working with senior business leaders on major initiatives
- Implement best practices around Lean Six Sigma process improvement. Collaborate with CC leaders across different functional areas (i.e., Operations, Training, Technology, HR, etc.) to ensure alignment on deliverables and timelines
- Lead the identification and implementation of program management processes, methods, tools, guidelines, standards, and a road map to establish a stable framework that supports all program teams and customers to improve the probability of successful delivery
- Track key landmarks and lead detailed program plans to drive execution, accountability, and gauge CC readiness
- Identify areas of risk for a poor customer experience and partner with business owners to address and remedy
- Lead interdependencies and coordination across programs to ensure that information relating to project deliverables, risks, and issues are effectively communicated to CC leaders and other key stakeholders.
What You'll Need:
- Bachelor’s degree in Business Administration, Finance, Operations Management, or a related quantitative degree
- 10+ years of experience in project/program management or similar senior leadership positions
- Master Black Belt/Six Sigma Black Belt preferred
- Experience with various Customer Service tools and technologies
- Strong analytical and problem-solving skills, including the ability to provide objective feedback and accurate root cause analysis
- Exemplary written and verbal communication skills using data to recommend and drive actions
- Proven experience leading teams and delivering results in ambiguous and resource constrained environments
- Communicate effectively with senior management, and convey a clear vision of what determines a successful solution for the customer and for the company
- Exemplary stakeholder management and prioritization skills using systems, processes, and scalable frameworks
- Proven experience delivering large scale initiatives on tight timelines
- Position will require travel
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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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.
