Our Opportunity

Chewy is seeking an experienced and dynamic Director, Pharmacy Customer Service who can grow, lead, and inspire a world class customer service team supporting pet parents and the overall wellness of their pets. The ideal candidate will have a strong background in customer care operations, extensive experience in program management, and a proven track record in strategic planning and execution. This role requires exceptional communication skills and the ability to influence C-suite level executives both verbally and in writing. We are looking for a leader with strong operational experience in leadership, 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. You should have experience leading both people and processes in a large, multi-channel contact center environment, exceeding customer success metrics, driving process improvements and offering innovative solutions to ensure an excellent customer experience. The right person will have a strong sense of drive and execution around customer experience, employee experience and overall performance.

What You’ll Do:

• Build and execute a strategic roadmap on how to provide optimal healthcare services and support for our customers. Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals
• Conduct comprehensive strategic planning to align program objectives with the organizations mission and vision
• Drive organizational improvement including program design and implementation, monitoring and evaluation or program KPIs, and risk management

• Engage with stakeholders to gather requirements, facilitate communication, and ensure alignment with program objectives.

• Lead Innovation, Process Optimization and Technology Integration across Pharmacy Customer Care. Influence decision-making at the executive level through compelling arguments and data-driven insights.
• Identify and implement process improvements within customer care operations and across stakeholder teams.
• Prepare and present program reports, strategic plans, and performance updates to C-suite executives.
• Model accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building.

What You’ll Need:

• Minimum of 10 years of experience in customer care operations or program management with a demonstrated track record in strategic planning and execution.
• Exceptional communication skills, with 5+ years demonstrated experience in communicating to and influencing C-suite level executives both verbally and in writing.
• Proven experience in customer care operations and leading customer service teams.
• Strong stakeholder relationship management skills, with experience working across product and technology teams.
• Experience with process improvement and change management.
• Proven experience in strategic planning, budgeting, and resource allocation.
• Demonstrated ability to manage multiple projects and prioritize tasks effectively.
• Demonstrated quantitative and analytical skills. Strong attention to detail.
• Experience working with remote/distributed teams.
• Exceptional ability to communicate in English.
• Excellent communication skills, both written and verbal.
• 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 Director, Pharmacy 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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