Our Opportunity:
Chewy is looking for an Associate Director Program Management to join our Customer Service team at our Hollywood, FL location. Chewy is continuously developing and launching new Verticals, Programs and Features for pet parents. We’re looking for the right person to work with leaders across Chewy and to serve as an intake mechanism for these new programs, working across all Customer Service functional areas, such as Contact Center Operations, Learning + Developing, Product + Tech, Human Resources, etc, to create the project roadmaps and the deliverables needed to create a best-in-class Customer Experience that supports new launches. In this newly created role, you’ll stand up the team that will manage this process. The ideal candidate is an experienced leader with a track record of launching new verticals, programs and processes. In addition, the right candidate will have strong project management skills, powerful sense of urgency and most importantly, a backbone. You’ll often speak on behalf of our customers and need the ability to influence leaders across the company when customer experience is at risk.
What You'll Do:
- Be the initial/intake point of contact for leaders across Chewy, representing Customer Service regarding the launch of new verticals, programs and processes
- Design and maintain a standardized approach to project intake and follow-up on new inquiries from business and project leaders in a timely manner
- Collaborate with Customer Service 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 project management processes, methods, tools, guidelines, standards, and a road map to establish a stable framework that supports all project teams and stakeholders to improve the probability of successful project delivery
- Track key milestones and manage detailed project plans to drive execution, accountability and gauge Customer Service readiness
- Communicate project status updates to Customer Service leadership and other key stakeholders
- Identify areas of risk for a poor customer experience and partner with business owners to address and remedy prior to program launches
- Manage interdependencies and coordination across projects to ensure that information relating to project deliverables, risks and issues are effectively communicated to Customer Service leaders and other key stakeholders
- Foster collaboration, strategic alignment, integrated planning and mutually supportive relationships with business owners, project leaders and key stakeholders
What You'll Need:
- Bachelor’s degree in Business Administration, Finance, Operations Management or a related quantitative degree
- 7+ years of experience in project/program management
- Ability to engage a cross-functional team towards a desired outcome and to build strong business relationships at all levels and effectively communicate across functional teams
- PMP or Six Sigma certified
- Strong change management skills
- Excellent written and verbal communication
- Strong leadership, problem solving and analytical skills
- Ability to perform well with time-sensitive tasks
- Must have excellent presentation skills including use of common tools such as Microsoft Word, Excel, and PowerPoint (advance level)
- Position may require travel
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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