Director, Customer Operations

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over 3 years old

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Our Opportunity

Chewy is seeking a Director of Customer Operations in Hollywood, FL who can grow, lead, and inspire the team responsible for ‘WOW’ moments for Chewy’s pet parents and partners, including the team responsible for hand-writing millions of birthday and holiday cards to our pet parents across the country.

We are seeking a data-driven leader with strong operational experience in organizational leadership, program management, and process improvement who’s able to keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and growth-driven environment. You should have experience leading both people and customer-facing programs, driving process improvements and offering innovative solutions to ensure an excellent customer experience.

If you’re the right person, you will have an infectious passion for Customer Experience, you live to develop others, you hit goals and give the credit to your team and you get that tingling feeling of joy when you’ve watched someone grow professionally under your wing. And you should be able to provide examples.

What You'll Do:

  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, employee engagement, workflow patterns, performance standards, delineation of duties and responsibilities, production levels and supervision to bring new programs to life that enhance customer engagement and lifetime value.
  • Own the roadmap of new ‘WOW’ initiatives, not only as programs/products, but the fulfillment of these experiences through world-class inventory management, production, performance management and team member engagement.
    • Create the necessary processes to ensure scalability of new programs, and deliver consistent and measurable experiences for Chewy’s pet parents.
  • Develop a team and lead through leaders to accomplish production targets, project timeless and proper partnerships within the Customer Service organization to drive growth through team building.
  • Drive change through data, and leverage your understanding of our customers into new and innovative ways of engaging them in a way that drives ROI and customer loyalty.

What You'll Need:

  • 10+ years’ combined experience leading large customer-facing teams (i.e. contact centers, fulfillment center, etc), with experience leading customer-facing programs (i.e. product management, customer programs, customer service/guest experience vertical, etc)
    • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
  • A clear ability to Think Big about scalable initiatives that drive customer loyalty
    • Exceptional ability to communicate in English, both written and verbally
    • 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].

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, 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: https://www.chewy.com/app/content/privacy).