Head of Customer Care Finance
Our Opportunity:
Chewy is seeking a Head of Customer Care Finance to join our Finance Team based in Dallas, TX. This is a core leadership position on the Business Finance team where you will partner with our Customer Care team to support our most important asset – our Pawrents. You will be the finance leader partnering with the Chief Customer Care Officer to drive business results, interface with other business, operations, and finance senior leaders, and develop business performance reporting and analytics for the Customer Care organization which includes thousands of Chewtopians. You will also lead the Annual and Quarterly business processes for the Customer Care organization - inclusive of annual planning, interim forecasts, and internal management and Board reporting. The role requires strong analytical skills in addition to the ability to partner with and influence business leadership to set strategy and establish long-term goals. You will need to be detail oriented, while also innovating to refine financial models and strategic goals to incorporate new learnings and new data. The ideal candidate will also have experience analyzing and evaluating new technology and product enhancements to improve our ability to continue providing best-in-class customer service to our Pawrents, while scaling the business, continuing our innovation, and providing a great experience for our Customer Care Chewtopians. You will also work alongside cross functional business leaders to influence new analyses, insights, and investment prioritization. The Head of Customer Care Finance will work closely with the Chief Customer Care Officer and report to the Head of Finance for Product, Technology, and Customer Care.
What You'll Do:
- Partner with the Customer Care leadership team to develop business and finance plans, key input and output metrics, and cost per order improvement targets
- Oversee Customer Care month-end close process, including reconciliation of variances between trends, plans, and financial targets
- Develop and implement reporting and analytics capabilities for the business
- Conduct ad-hoc analyses and scenario modeling to drive decision-making and results to plan
- Manage/track financial performance against KPI’s, seasonal financial plans, and annual budget
- Identify and quantify risks or opportunities due to current business environment and provide insights and recommendations to mitigate risks or benefit from opportunities
- Lead weekly and monthly financial business reviews, including reviewing results vs. plan, forecast for management meetings, creating future output guidance to leadership, and establishing plans with C-Suite to address disconnects between actuals and plan
- Lead special projects as needed to provide analytical and decision support on new initiatives
- Partner with various teams throughout the organization (Product, Technology, Operations) to develop financial models and P&Ls
- Drive continuous improvements in profitability, free cash flow and operational efficiency
- Create, maintain, and disseminate project status, roadmaps, and documentation to stakeholders
- Drive effective teamwork, communication, collaboration, and commitment across multiple groups with competing priorities.
- Lead the preparation of internal and external reporting packages for management, auditors, and investors
- Lead a team responsible for enhancing financial models (labor models, monthly forecasting, NPV, ROI, Payback, etc.) on a monthly basis to improve forecast accuracy and drive business results
- Drive continuous improvement to financial processes and workflows
What You'll Need:
- MBA from a top-tier program preferred
- 10+ years of related experience
- 5+ years of Finance and/or Strategy Leadership in innovative tech or customer service organizations preferred
- Experience in financial analysis, key performance indicators, forecasting, budgeting, and variance analysis
- Results-oriented mentality, highly energetic, dynamic individual with hands-on mentality
- Entrepreneurial mindset – ability to operate and drive results as a self-starter
- Strong Communication skills – ability to distill and convey complex information messages clearly and succinctly
- Demonstrated ability to deal with ambiguity and rapidly changing operating conditions while still delivering to expectations
- Advanced analytical skills and the ability to drill down to the details, while also seeing and understanding the big picture
- Demonstrated high degree of competency accessing and utilizing analytical tools, advanced computer literacy
- Passion for startups and entrepreneurial organizations, including understanding of how to execute in those organizations as they scale
- Industry experience in partnering within consumer/retail organizations a plus
- Technology experience a plus
- Exceptional leadership and management skills
- Experience leading high performing teams
- Exceptional written and verbal communication skill
- Strong understanding of GAAP, financial statements and financial modeling
- Collaborative, detail-oriented, and execution-focused
- Strong PowerPoint and data visualization skills (Excel, PowerPoint, Tableau, etc.)
- Ability to take ownership of projects and drive them through to completion
- Experience with Hyperion & Oracle
- Position will require some travel
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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