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

Quality Assurance Program Manager at Chewy (Miami, FL)

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Our Opportunity:

Chewy is continuing to build an outstanding team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for a passionate Customer and People centric Program Manager to come join our Customer Service Quality Experience & Enablement team!

We are looking for a Quality Program Manager to provide proactive leadership and development to a team of Quality Assurance Agents (QAA). The ideal candidate will challenge, coach, and mentor their team to go above and beyond to analyze how consistent Customer Service is crafting an effortless, tailored, and memorable experience for our customers. This leader will also support prioritizing and driving Operational Insights and Quality Calibration sessions with partners across Operations, Learning & Development, Continuous Improvement, and other key team members in improving the Customer Experience.

The Program Manager should have outstanding communication, interpersonal and customer service skills, as well as extensive knowledge of company policies and offerings.

What You’ll Do:
  • Lead a team of 15-20 non-exempt direct reports
  • Handle QAA who review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge.
  • Implement process, auditing, and reporting solutions to share valuable data with end users and business leaders through collection, analysis, and summation.
  • Draft white papers.
  • Track and trend data over time, assessing improvement/decline and the drivers behind data.
  • Participate and provide feedback on business initiatives that directly impact the Customer Service Team using data analysis.
  • Act as the STO (Single Threaded Owner) for an assigned critical initiative driving employee engagement or operational excellence. Lead all aspects of the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings.
  • Operate with understanding of Chewy Quality Methodology and Behavioral Coaching techniques.
  • Supervise and control team members' productivity and workload.
  • Create and drive talent management strategies that include, but are not limited to, succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all team members.
  • Manage the corrective action process up and through termination for conduct, performance, or attendance related issues.
  • Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
  • Deliver individualized feedback on performance and behavior to all team members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps
  • Partner with HR regarding employee concerns and escalations as necessary.
  • Perform discovery activities for new lines of business and expanded support.
What You’ll Need:
  • At least 3 years in a Program Management Role
  • Management experience with 5 or more direct reports.
  • Effective communication skills, especially written communications, as you will be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions
  • Proficiency in defining program requirements that drive intended results, and using data and metrics to determine their effectiveness (in the case of this team, inventing metrics might also come with the territory)
  • Strong ability to lead numerous programs and projects simultaneously, managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting
  • Previous experience in a CX environment, especially eCommerce
  • Certifications in Program or Project Management (i.e., Agile, Scrum, PMP)
  • Experience with speech to text analytics

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

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 our company, 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: Chewy Privacy Policy.

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, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].

If you have a question regarding your application, please contact [email protected].

To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

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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
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
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) 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

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