Posted:
9/18/2024, 4:10:13 AM
Location(s):
Washington, United States ⋅ Bellevue, Washington, United States
Experience Level(s):
Senior
Field(s):
Customer Success & Support
Our Opportunity:
At Chewy, we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box of ways to delight, surprise, and thank our loyal pet lovers!
Customer Care is the key to success in our mission and what makes us successful. To maintain this advantage, we are hiring a Director, Program Management to join our Customer Care (CC) team at one of our hub locations (Bellevue, WA, Plantation, FL, or Dallas, TX). The leader will be responsible for building an elite programs organization that will enable an extraordinary customer service experience.
The Chewy CC Programs organization ensures a magnificent customer experience by eliminating defects across the customer journey, launching and scaling new offerings, and expansions. In addition, the team owns process improvement and is responsible for embedding a culture of continuous improvement enterprise wide, to optimize the way we serve pet parents. We’re looking for a Director that will work with leaders across Chewy by serving as a strategic partner to set the vision and direction of the customer service program organization. This role will work across all CC functional areas (Contact Center Operations, Learning & Development, Product & Tech, Analytics, Resource Planning, Forecasting, Human Resources, etc.) and across the enterprise teams to create the program roadmaps and the deliverables needed to create a best-in-class customer experience.
What You'll Do:
What You'll Need:
Compensation & Benefits:
Our salary range for a Director, Program Management position is $180,500.00 - $288,500.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
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, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Website: https://chewy.com/
Headquarter Location: Dania, Florida, United States
Employee Count: 10001+
Year Founded: 2011
IPO Status: Public
Last Funding Type: Series F
Industries: E-Commerce ⋅ Pet ⋅ Retail