Our Opportunity:

Chewy is looking for a Director, Healthcare Learning and Development to join our Customer Service Team based in Hollywood, FL. The position will oversee the Healthcare verticals that support our Customer Service team. Specifically this role will support the training delivery and content of all new Healthcare projects, verticals and continued support of Vet Diet, Pharmacy and CS Health teams. This role is responsible for the overall strategy and consistency of learning and development across the Chewy CS Health teams and sites. The role will oversee  the learning strategy, content approval, process improvements and analysis of the healthcare training experience to determine where improvements are needed while partnering with key stakeholders across Chewy to create the maximum impact.

What you'll do:

• Own the strategy, development and execution for all healthcare training: new initiatives, role based training programs, onboarding programs and new verticals.
• Optimize the design, content and delivery of our existing healthcare learning programs, including in-classroom training, self-paced learning and peer-to-peer training.
• Create an enhanced learning strategy in partnership with the Healthcare CS Operations and Healthcare Business based on future goals for the Healthcare program at Chewy.
• Project Management of new programs or needs for the Healthcare verticals.
• Suggests innovative solutions to increase overall satisfaction in the learning experiences for Customer Service.
• Responsible for reviewing metrics associated with learning delivery across programs, Role Bsed Training and New Vertical training for the Healthcare CS teams. Partnering with QA and Operations to close the feedback loop and make improvement pre and post training.
• Review by providing feedback and approval for training materials; develop and maintain tools, templates, and processes to ensure consistent, well-documented project data.
• Ability to influence deliver of training curriculum in a large class-style setting to individualized self-paced learning.
• Inspire and educate our team members, integrating the building blocks for their role-specific learning path.
• Collaborate to react quickly to any decrease in metrics, putting a plan into place with stakeholders to make immediate improvements.
• Partner with management to identify knowledge and skill gaps across the teams and roll out targeted programs.
• Partner with the rest of the organization, including HR, Operations, QA, CI and Customer Experience to determine what improvements are needed in onboarding programs.

What you'll need:

• Minimum of a Bachelor’s degree in a related field.
• 10+ years of experience in learning and development, specifically in retail or customer service industries.
• Excellent written and verbal skills. Ability to deliver content in an engaging and compelling manner.
• An interest in adult learning and blended learning with a willingness to think outside of the box when creating programs.
• Proven track record in creating, delivering, and training successfully with measurable results in fast paced environments
• Strong ability to represent concepts, as well as summarize and communicate complex ideas into curriculum.
• Able to lead and mentor a team.
• Have interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Demonstrated ability to translate business needs into strategic initiatives and drive them to successful outcomes.
• Well-versed in training, talent and development subject matter.
• Strong experience in all Microsoft office products and training technology platforms.
• Ability to be flexible to business needs and adjust/compromise plans as needed.

 Bonus:

• Master’s degree in Arts/Sciences (MA/MS) Human Resources, Training or related field preferred.
• Previous experience in customer service and/or other high-volume service-oriented industry.
• Previous experience in a healthcare business

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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