Our Opportunity

Chewy is seeking a skilled Associate Director Healthcare Specialty Customer Service who can grow, lead, and inspire a world class customer service team supporting pet parents and the overall wellness of their pets.

We are seeking an experienced and visionary Associate Director to join our team. This role is pivotal in driving the growth and success of our specialty programs. The ideal candidate will have a strong background in program management, customer care operations, and demonstrated experience in creating new processes, scaling businesses, and communicating effectively with C-suite executives. We are looking for a leader with strong operational experience in systems, and processes 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. In this role you will lead a fast-growing team that is supporting a key initiative for Chewy.

What You’ll Do:

• Program Management: Lead and manage specialty programs, ensuring they meet strategic goals and deliver exceptional results. Oversee the design, implementation, and evaluation of program frameworks and workflows.
• Process Creation and Improvement: Develop and implement new processes to enhance operational efficiency and effectiveness. Continuously identify areas for improvement and drive process optimization initiatives.
• Business Scaling: Strategically scale specialty programs to support business growth. Develop and execute plans to expand operations, increase capacity, and enhance service delivery.
• Customer Care Operations: Utilize customer care operational experience to inform program strategies and initiatives. Ensure programs align with customer care objectives and deliver outstanding customer experiences.
• Stakeholder Engagement: Engage with stakeholders at all levels, including C-suite executives, to gather requirements, provide updates, and ensure alignment with program objectives. Foster strong relationships with internal and external partners.
• Communication and Influence: Communicate program goals, progress, and outcomes to C-suite executives both verbally and in writing. Influence decision-making and drive strategic initiatives through clear and compelling communication.
• Team Leadership: Guide and mentor program teams to ensure correct priorities and outputs, fostering a collaborative and innovative team environment.
• Budget Management: Develop and manage program budgets, ensuring resources are allocated effectively and financial targets are met.
• Performance Monitoring: Establish and track key performance indicators (KPIs) to measure program success. Conduct regular evaluations and assessments to ensure programs are on track and meeting objectives.
• Risk Management: Identify potential risks and develop mitigation strategies to ensure program stability and success. Ensure compliance with relevant regulations and standards.

What You’ll Need:

• Minimum of 7+ years of program management experience, with a strong track record of creating new processes and scaling operations.
• Proven experience in customer care operations.
• Demonstrated ability to communicate effectively and influence C-suite level executives both verbally and in writing.
• Strong leadership skills with a history of managing and developing high-performing teams.
• Excellent problem-solving skills and a proactive approach to addressing challenges.
• Experience with budgeting, resource allocation, and financial management.
• Strong analytical skills, with the ability to establish and track KPIs.
• Knowledge of relevant regulations and standards, with a commitment to compliance and quality assurance.
• Position may require travel

Preferred Qualifications:

• Experience in the healthcare industry or a related field.
• Certification in Project Management (PMP) or a similar credential.

Compensation & Benefits: 

Our salary range for a Associate Director, Healthcare Specialty Customer Service position is $149,000.00 - $245,000.00. 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 CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

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