Chewy
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Hybrid

Associate Director Customer Service

Sorry, this job was removed at 5:07 p.m. (CST) on Thursday, February 17, 2022
Find out who's hiring in Dallas, TX.
See all Customer Success jobs in Dallas, TX
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Our Opportunity: 

Chewy is looking for an Associate Director, Customer Service to join our Customer Service team at our Richardson, TX location. The ideal candidate is an experienced, people-focused leader with a track record of building and developing engaging, high performing-managers. 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.

What You'll Do:

Build High Performing Teams

  • Raise the performance bar with every hire and promotion; not afraid to hire people smarter than you.
  • Take your coaching role seriously by putting people first (over numbers), develop others and build a pipeline of talent, while supporting their movement through the organization.
  • Have a relentless focus on developing teams that consistently deliver exceptional and memorable customer experiences.

Operate At Depth

  • Proactively learn and understand 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.
  • Understand how individual, team and department responsibilities and performance impact the overall success of the Company, process, and systems.

Deliver Results

  • Focus on the key inputs for your business and deliver them with the right quality and in a timely fashion.
  • Prove impact of results by producing conclusive, measurable results within time commitments.
  • Kick rocks out of the way; help to clear a path for success, enable people to achieve more than they thought possible.
  • Push the thinking of others to achieve the extraordinary vs merely good.

What You'll Need:

  • 10 years of professional experience in Customer Operations, Customer Care, Customer Experience and/or related fields
  • 5+ years of multi-channel contact center management experience (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 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)
  • Ability to work nimbly in a fast-paced environment
  • Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
  • Actively recognizes and develops exceptional talent with a willingness to work onsite during any shift as needed
  • Some travel may be required, as we are a multi-site contact center
  •  

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]
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

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!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
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
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

More Jobs at Chewy

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ChewyFind similar jobs like this