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Dallas-Fort Worth, TX

Head of Customer Care Finance at Chewy

| Dallas-Fort Worth, TX
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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.
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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
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    • OracleDatabases
    • PostgreSQLDatabases
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    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS

What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

An Insider's view of Chewy

What’s the vibe like in the office?

Fast paced! We work in "doggy-years" here. It's a place where talent and hard work is valued and where team members can think big and can bring their dreams to life.


Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

At Chewy, one of our operating principles is Accelerate Time. We release new features weekly, fail fast, and iterate often to bring incremental progress quickly to our Pet Parents. Our success is driven by a customer first mentality, a culture of collaboration, and empowering individuals and teams.


Associate Director, Product Management

How does the company support your career growth?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!


Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.


VP, Software Engineering

What projects are you most excited about?

Collaborating with so many different teams on a daily basis and seeing how we all come together to help pet parents find the products that they need for their pets.


Senior Integrated Marketing Manager

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