Director, Customer Care Strategy and Defect Elimination - Chewy
Plantation, FL
About the Job
Our Opportunity:
At Chewy, we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That's why we continue to think of outside-the-Chewy-box of ways to delight, surprise, and thank our loyal pet lovers!
Customer Care is the key to success in our mission and what makes us successful. To maintain this advantage, we are hiring a Director, Customer Care Strategy and Defect Elimination to join our Customer Care (CC) team at one of our hub locations (Bellevue, WA, Plantation, FL, or Dallas, TX). The leader will be responsible for building an elite programs organization that will enable an extraordinary customer service experience.
The Chewy CC Programs organization ensures a magnificent customer experience by eliminating defects across the customer journey, launching and scaling new offerings, and expansions. In addition, the team owns process improvement and is responsible for embedding a culture of continuous improvement enterprise wide, to optimize the way we serve pet parents. We're looking for a Director that will work with leaders across Chewy by serving as a strategic partner to set the vision and direction of the customer service program organization. This role will work across all CC functional areas (Contact Center Operations, Learning & Development, Product & Tech, Analytics, Resource Planning, Forecasting, Human Resources, etc.) and across the enterprise teams to create the program roadmaps and the deliverables needed to create a best-in-class customer experience.
What You'll Do:
- Provide strong leadership and vision for how to deliver an extraordinary CC experience through the team as well as business partnerships across the enterprise
- Serve as the head of CC Programs and lead a large organization of Program Leaders focused on improving customer experience, defect reduction, expansions, new initiatives, process improvement
- Lead cross-functional technical projects across multiple geographies working with senior business leaders on major initiatives
- Implement best practices around Lean Six Sigma process improvement. Collaborate with CC leaders across different functional areas (i.e., Operations, Training, Technology, HR, etc.) to ensure alignment on deliverables and timelines
- Lead the identification and implementation of program management processes, methods, tools, guidelines, standards, and a road map to establish a stable framework that supports all program teams and customers to improve the probability of successful delivery
- Track key landmarks and lead detailed program plans to drive execution, accountability, and gauge CC readiness
- Identify areas of risk for a poor customer experience and partner with business owners to address and remedy
- Lead interdependencies and coordination across programs to ensure that information relating to project deliverables, risks, and issues are effectively communicated to CC leaders and other key stakeholders.
What You'll Need:
- Bachelor's degree in Business Administration, Finance, Operations Management, or a related quantitative degree
- 10+ years of experience in project/program management or similar senior leadership positions
- Master Black Belt/Six Sigma Black Belt preferred
- Experience with various Customer Service tools and technologies
- Strong analytical and problem-solving skills, including the ability to provide objective feedback and accurate root cause analysis
- Exemplary written and verbal communication skills using data to recommend and drive actions
- Proven experience leading teams and delivering results in ambiguous and resource constrained environments
- Communicate effectively with senior management, and convey a clear vision of what determines a successful solution for the customer and for the company
- Exemplary stakeholder management and prioritization skills using systems, processes, and scalable frameworks
- Proven experience delivering large scale initiatives on tight timelines
- Position will require travel
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 CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
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