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Dallas-Fort Worth, TX

CS Training Manager at Chewy (Dallas, TX)

| Dallas-Fort Worth, TX
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Our Opportunity:

Chewy is looking for a Training Manager to join our Pharmacy Team. The position will lead the training team which is responsible for hosting new hire training, cross training and ongoing development. The ideal candidate will be a leader and builder to assess learning needs, provide content/training program recommendations that proactively aligns to Chewy’s operating principles and business objectives. This role will partner with the Associate Director of L&D and Operations and Area Managers as a critical thought leader in Chewy’s Learning & Development space and will contribute substantially to HR’s ability to drive exceptional business performance through the development of Chewy’s talent. In addition, this position has responsibility for leading the trainers at the site and making sure they are consistent in delivery as well as providing development opportunities to the team. The person in this role is also required to perform all tasks in observance of Chewy’s brand and strategy and adhere to our Operating Principles.

What you'll do:

  • Lead a dynamic team of ~6 new hire trainers who facilitate training programs for Chewy RX
  • Manage all training programs while overseeing the success of trainee experience: offering guidance to trainers during a Tech’s entire learning journey
  • Define and measure success metrics to assess short- and long-term transfer and effectiveness of learning programs
  • Establish and maintain the quality and brand standards for learning delivery at Chewy RX; work with functional training teams to ensure a globally consistent approach to training
  • Be a thought leader in the areas of adult learning best practices, methods, and instructional design; implement solutions to continuously keep Chewy learning relevant for our talent base
  • Issue corrective actions for trainees up to and including termination; make recommendations on corrective action for trainers and participate in the delivery
  • Interview candidates for trainer positions and make recommendations for hiring
  • Write and deliver quarterly and annual Performance Reviews for Trainers and other team members
  • Maintain robust planning and tracking documents on topics ranging from Trainer schedules, to Level 1 data, to quarterly and annual awards’ metrics.
  • Coach trainers on their role including facilitation, projects, and unknown circumstances; provide direction for trainers, lead meetings weekly to coach and provide feedback
  • Facilitate training- teach material from facilitator guide in an easy to understand manner to set trainees up for success for when they hit the floor
  • Provide expertise on best practice management & leadership development content to support raising the bar on Chewy leadership across the organization
  • Partner with HR, Corporate departments and leadership stakeholders across the business to design and adapt content that meets specific functional and performance needs
  • Review capability or curriculum gaps to propose improvements to instructional approach and/or recommend other solutions
  • Support the building of a centralized instructional design, development and delivery team that will assess and meet both current and future learning demand

What you'll need:

  • High School Degree
  • Minimum 3 to 5 years as a leader in the professional L&D space with strong focus on customer service and building an effective team, ideally in a contact center environment
  • Proven track record of building and delivering engaging, sustainable training interventions from the ground up
  • Deep understanding of adult learning theory, ADDIE and foundational learning techniques
  • Exceptional collaboration, interpersonal and diagnostic skills with demonstrated abilities to communicate effectively (written and oral) with all types of team members, from front-line workers to corporate executives
  • Previous experience in managing complex teams and working cross-functionally with other technical and non-technical teams
  • Solid organizational and project management skills; ability to manage multiple priorities concurrently and with little oversight
  • Notable attention to detail and accuracy; high level of commitment to exceptional work quality
  • Demonstrated capacity to be highly creative, analytical, and data-driven at same time
  • Occasional travel to Chewy’s other offices and Fulfillment Centers as needed (10-15%)


    • Bachelor’s Degree or equivalent experience; concentration in Adult Education, Instructional Design, Communications or Business Administration preferred
    • Previous experience in customer service and/or other high-volume service-oriented industry

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
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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!

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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