Associate Director, Healthcare Customer Care Operations

Job Description:
Our Opportunity
Our Opportunity
Chewy is seeking a strategic and results-driven Associate Director, Healthcare Customer Care Operations to lead and improve Healthcare Customer Care line of business operations. This position will serve as a single-threaded operations leader for a Healthcare Customer Care business line, responsible for driving the end-to-end success of operations and operational strategy that support pet parents, business partners and external teams.
This position serves as the single-threaded operations owner for a Healthcare Customer Care business line with accountability for day-to-day operational performance, frontline leadership effectiveness, workforce engagement, operational KPIs, and the development and execution of 12 to 18-month operational strategies. This leader owns business outcomes, operational health, and organizational readiness, not simply the coordination of cross-functional initiatives.
Operational Leadership and Organizational Development

• Develop and coach Operations Managers and Team Managers to improve leadership capability, execution consistency, accountability, and business acumen.
• Build leadership operating rhythms that improve inspection, coaching, communication, and performance management.
• Drive employee engagement strategy across leaders and frontline teams while creating communication mechanisms that improve alignment and execution.
• Ensure operational leaders are developing the behaviors, capabilities, and decision-making expected of future organizational leaders.
• Establish a culture focused on operational excellence, ownership, continuous improvement, and customer obsession.
• Oversee the integration and continuous improvement of SOPs to support consistent and compliant support services.

Performance Monitoring and Optimization

• Own the operational scorecard for the business line, establishing KPIs, leading performance reviews, identifying operational trends, and driving accountability for business outcomes across quality, customer experience, productivity, labor efficiency, compliance, and employee engagement
• Use performance data to drive strategic adjustments and foster continuous improvement.

Operational Excellence & Business Leadership

• Develop and execute the operational strategy for a Healthcare Customer Care line of business, translating enterprise priorities into measurable operational outcomes.
• Design operating mechanisms, leadership routines, business reviews, and standard operating models that improve execution consistency across the organization.
• Own the operational roadmap, including priorities, milestones, organizational readiness, KPI achievement, and operational maturity over a 12-18 month planning horizon.
• Identify and define operational process improvements to improve customer experience and drive operational efficiency.
• Lead operational assessments to identify workflow, process, staffing, tooling, and customer experience opportunities that improve performance and scalability.

Cross-Functional Partnership and Stakeholder Engagement

• Represent Healthcare Customer Care Operations with Product, Technology, Compliance, Clinical, Workforce Management, Finance, and Merchandising partners to influence priorities, remove operational barriers, and ensure enterprise initiatives are executable within frontline operations.
• Present operational updates, insights, and strategic recommendations to senior leaders.
• Build trust and influence across the organization through data-driven storytelling and aligned vision.

Business Scaling and Innovation

• Lead large-scale change initiatives that support growth and evolving customer needs.
• Identify opportunities to leverage technology and automation to improve efficiency and service delivery.
• Drive the expansion of customer care capacity while maintaining quality and compliance standards.

Compliance and Risk Management

• Ensure all operations are compliant with healthcare regulations, privacy laws, and business policies.
• Proactively identify risks and develop mitigation strategies to protect business continuity and service quality.

What You'll Need

• 7+ years of progressive leadership experience within contact center operations, customer care operations, or business operations, including experience leading leaders in complex, high-volume environments.
• Demonstrated experience owning operational strategy while delivering day-to-day business results.
• Experience developing operational scorecards, KPIs, leadership operating mechanisms, and continuous improvement initiatives.
• Proven success building high-performing leadership teams and driving organizational effectiveness through coaching and talent development.
• Experience leading large-scale operational change initiatives across cross-functional partners.
• Expertise in developing SOPs, optimizing workflows, and implementing continuous improvement frameworks
• Exceptional communication skills, including experience influencing executive leadership
• Strong analytical and strategic thinking with proficiency in performance measurement and KPI development
• Bachelor's degree required; Master's in Business, Healthcare Administration, or related field preferred
• PMP, Six Sigma, or Lean certification a plus

The base salary range for this role is $137,500 - $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. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, 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.
Exempt salary team members have unlimited PTO, subject to manager approval. 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 an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
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