Our Opportunity:

Chewy is in search for an Associate Director, Forecasting to join our team at our Hollywood, FL office. At Chewy we aim to 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 ways to delight, surprise, and thank our loyal pet lovers. Customer service is not only the key to success in our mission, but also our competitive advantage. To maintain this advantage, we are looking to hire an analytical, driven & customer obsessed Planning Leader for our CS Forecasting and Planning function. We are looking to build a world class forecasting and capacity planning function, worthy of the experience we provide to our pet parents. If data crunching, customer obsession & planning are part of your DNA, then this could be the right role for you. The leader in this role, will build/improve our CS forecasting, staffing and budgeting models. The role comes with lot of autonomy, independence and visibility to C level leadership. You will work side by side with our Merchandising, Finance, Technology & Ops teams, to quantify and set key financial and Cx goals for CS. This is a senior role, requiring ability to write papers for C Level review and drive CS strategy. 

What You'll Do:

• Understand chewy business and build an analytical CS long/short term forecasting model
• Design and build a capacity planning model for all lines of chewy business
• Partner with finance to build annual, quarterly and monthly CS Budget
• Lead the process of setting CS goals on cost, efficiency and Cx
• Create optimized headcount and hiring plans for Chewy’s Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools

What You'll Need:

• 6+ years of experience quantitative research or analyses
• 4+ years in program/project management
• Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
• 3+ years SQL, Excel, and Access experience or any database
• Position may require travel 

Bonus:

• Received a Master's degree
• Operations research or capacity planning experience
• Some programming experience is a plus to automate tools whenever appropriate

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].

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