Our Opportunity:

Chewy is seeking a talented, driven, and entrepreneurial Associate Director, Product Management in our Hollywood, Florida offices. The ideal candidate will be a highly-motivated self-starter, problem-solver with ample experience working across businesses and technology teams to deliver technology solutions for our World-Class customer service organization. This position will play a key role in defining and delivering our technology products and program vision for Chewy’s customer support center. The Senior Leader will own the product vision and roadmap for WFM, HR Systems and L&D(Learning&Development) specific tools/technologies. This role demands high degree of collaboration with Business Operations, L&D, Engineering, cross line product teams, HR, Staffing and Planning to define and deliver a product vision and roadmap.  As the product owner, you will be responsible for creating and maintaining the product roadmap, managing the prioritization of backlog and utilizing a data-driven approach to optimize delivery against business goals creating WOW experiences to our best in class Customer Service team. The role will also demand high degree of analytical ability, analyses and executive document writing, for securing stakeholder buy-in and resource commitment. 

What You'll Do:

• Exhibit a strong sense of ownership, speed and superior communication skills; be willing to roll up your sleeves to get the job done.
• Develop a deep understanding of the Chewy culture, employee journeys and internal business operations strategy/goals to deliver the worlds best CS Employee experience.
• Have a passion for delivering a best-in-class employee experience for our internal teams.
• Determine and set goals for the product then use those goals to define the roadmap and prioritize work for the team to execute against.
• Utilize data to understand business objectives; transform those insights into clear requirements for product enhancements and new features.
• Use both quantitative and qualitative reasoning to break down complex problems into actionable plans.
• Use Agile methodologies to deliver and iterate on new features at a fast pace.
• Guide cross-functional teams of engineers, designers, and analysts and play a key role in organizing and communicating their work across the organization.

 What You'll Need:

• 5+ years of experience developing and rolling out customer facing technology solutions
• Experience of working in large scale technology driven customer service organization
• Ability to think and perform both tactically and strategically
• Excellent analytical skills with demonstrated experience turning data into actionable insights
• Deep understanding of business strategy and metrics
• Strong interpersonal skills and a positive, people-oriented attitude
• Passionate about customers and customer experience
• Cross-functional leadership experience with the demonstrated ability to develop teams and lead them to success
• Ability to multi-task and work well within a dynamic, fast-paced organization
• Familiarity with Excel, SQL, and A/B and/or multi-variate testing a plus
• Bachelors degree required; MBA preferred
• Position may require travel

 Bonus:

• 3-5 years experience with Cisco Telephony networks and switches
• 3-5 years experience with Learning and Development systems and technologies
• Experience in leading a large scale call center operations function and in-depth expertise in call center forecasting, scheduling and capacity planning will be a big plus

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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