Associate Director Customer Service
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].
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