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Phoenix – Mesa – Scottsdale, AZ

Associate Director Customer Service at Chewy (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
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    • DjangoFrameworks
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    • PhotoshopDesign
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    • 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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