Associate Director, Program Management

Our Opportunity:

Chewy is looking for a versatile Associate Director, Strategy and Enablement, to drive the long-term strategy and operating model across Customer Care. This role will drive improvements to the operating rhythm by developing and maintaining strategic internal partnerships, developing programmatic rigor, ownership of escalation scenarios, and executive communications. You will instill a sense of urgency when partnering with teams across Chewy to ensure strategies are aligned and we are delivering on our commitments. You will own key planning deliverables including our long 5 year plan, our yearly operating plan and goal management. You will be responsible for new business development, taking ideas and turning them into reality. You will own and improve our change management process, ensuring alignment for global changes across departments. This role requires a unique mix of process ownership, executive account management, and the ability to navigate sensitive situations coupled with an assertive and data-driven engagement across teams to ensure we are delivering long term value to the organization. If you are a builder at heart that loves improving the lives of pet parents, this is the role for you.

What you’ll do:

• Innovate, engage, and be the driving force behind the coordination, management and execution of the strategic operating plan (long term and yearly).
• Effectively communicate and negotiate with senior leadership on resources and priorities to ensure alignment to plans.
• Partner across teams to lead the operating model of the business including business reviews, goal tracking, change management and executive reporting.
• Coordinate action plans on departmental goals; ensuring we stay on track. Report out regularly on progress.
• Analyze large data sets and dig into details to assess trends along with areas of opportunity to have biggest impact to customer experience.
• Manage new business development and provide analysis and program support to emerging business needs.
• Be responsible for the emerging event process. Ensuring program support and communication for any new or emerging executive issues.
• Lead continuous improvement activities. Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
• Responsible for encouraging a Customer First Culture, including education and advocacy across the entire Customer Service network, and beyond to partner teams.
• Ability to think out of the box and drive solutions that scale enough with current growth. Must be flexible, have dynamic and innovative mindset with strong emphasis on customer experience and safety.
• Partner with multiple functions to develop content leveraging a deep understanding of Chewy’s processes, including flows and standards.
• Work with product/technology and operations leadership to identify process bottlenecks and build solutions.
• Ability to occasionally travel (10-15%) to different sites throughout US.

What you’ll need:

• 8+ years’ experience in strategy and program management in a leading role. Direct customer service experience strongly preferred.
• Bachelor's degree in a related field preferred (Technical, Business, Management)
• Strong written and oral communication skills that allow for effective communication across all levels of the organization, including our CEO.
• Proven track record to drive and manage multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.
• Lean, Black Belt/Six Sigma Black Belt experience preferred.
• Strong analytical and problem-solving skills, including experience in statistical analysis coupled with the ability to provide objective feedback and accurate root cause analysis.
• Excellent project management skills and experience
• A proven track record of driving change and delivering results.

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 HR@Chewy.com.

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