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.

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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