Our Opportunity:

Chewy is looking for an Associate Director of Customer Service Continuous Improvement to own all aspects of our Executive Escalations program. This role will establish the strategic and tactical direction of this program, including processes regarding customer resolution protocols/SLAs, full RCA ownership of escalation/potential escalation scenarios, and executive communications. You will work aggressively with teams across Chewy to ensure executive escalations are quickly understood and fully resolved (for all customers), then operate at depth to ensure they never happen again. Additionally, you will own the “looking around corners” to ensure potential customer issues are resolved prior to occurring. This role requires a unique mix of process ownership comprising of both high-touch customer responses to sensitive situations coupled with 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 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 along with executive-facing communications.
• Effectively communicate with senior leadership from other organizations to align resources and priorities to ensure timely closure of escalation scenarios and RCA completion.
• Responsible for leading several Lean/Continuous Improvement projects and programs; setting priorities, road map creation, project evaluation and ensuring the team meets or exceeds the customer service organizations objectives.
• Responsible for cultivating an 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 along with areas of opportunity to have biggest impact to customer experience.
• Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
• Ability to think out of the box and scale enough to align with current growth projections. 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 supported by data.
• Ability to travel (15-20%) to different sites throughout US.

What you’ll need:

• 8+ years experience in program or project management in a leading role. Direct customer service program 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 ability 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

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).