Associate Director Executive Escalations

Our Opportunity:

Chewy is looking for an Associate Director, Customer Service Executive Escalations to develop and scale our executive escalation/inquiry program. This role is crucial in establishing the strategic and tactical direction of the program, including processes regarding customer resolution protocols/Service Level Agreements, full Root Cause Analysis ownership of escalation/potential escalation scenarios, and executive-level communications. You will drive time-based actions and work cross-functionally across Chewy to ensure executive escalations/inquiries are quickly understood and fully resolved (for all customers). Then, you will operate at depth to ensure they never happen again. Additionally, you will own the “looking around corners” to ensure potential customer defects are systemically solved before they become issues. This role requires a unique mix of process ownership comprising high-touch customer responses to sensitive situations and an assertive and data-driven engagement across internal teams to ensure quick and future-proofed resolution.

What you’ll do:

• Build, oversee, and be the driving force behind the implementation and execution of the program to support the understanding, response, and elimination of customer escalations.
• For any executive escalations, directly own the completion of cross-functional Root Cause Analysis (RCA) exercises and executive-facing communications.
• Effectively communicate, written and verbally, with senior leadership from other organizations to align resources and priorities to ensure timely closure of escalation scenarios and RCA completion.
• Responsible for leading Lean/Continuous Improvement projects and programs, setting priorities, creating road maps, evaluating projects, and ensuring the team meets or exceeds the customer service organization's objectives.
• Responsible for cultivating a Continuous Improvement Culture, including education/advocacy across the entire Customer Service network and beyond to partner teams.
• Analyze large data sets and dig into details to assess trends and areas of opportunity that will have the biggest impact on customer experience.
• Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
• Ability to think big and scale enough to align with current growth projections. Must be flexible, have a dynamic and innovative mindset, and strongly emphasize 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 data-supported solutions.
• Ability to travel (15-20%) to different sites throughout the US.

What you’ll need:

• 8+ years’ experience in program or project management in a leading role, with direct customer service program experience strongly preferred.
• Bachelor's degree in a related field preferred (Technical, Business, Management).
• Strong written and oral communication skills for effective communication across all levels, including the C-Suite.
• A writing sample will be required.
• Proven ability to drive and manage multiple competing priorities and projects urgently in a fast-paced environment requiring continuous innovation.
• Lean, Black Belt/Six Sigma Black Belt experience preferred.
• Strong analytical and problem-solving skills, including statistical analysis and providing objective feedback with accurate root cause analysis.
• Excellent project management skills with a proven track record of driving change and delivering results.
• Experience handling legal and executive escalations and working with senior leadership.
• Good communication and interpersonal skills for effective engagement with stakeholders at all levels.
• Ability to work collaboratively across teams and regions to drive change and implement solutions.
• Organizational skills and attention to detail to manage multiple escalations and projects simultaneously.
• Adaptability in a fast-paced and dynamic environment.
• Proficiency in using various tools for data analysis and reporting.