Chewy
We're on a quest to help people connect through pets.
Dallas-Fort Worth, TX

Associate Director Customer Service at Chewy

| Dallas-Fort Worth, TX
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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).
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • PHPLanguages
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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
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
Diversity
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)
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.

Greg

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.

Heather

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!

Rich

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.

Mike

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.

Victoria

Senior Integrated Marketing Manager

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