Director, Data Engineering, AI/ML & Analytics (Customer Care)

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 ways to delight, surprise, and thank our loyal pet lovers.
Customer service is not only the key to success in our mission, but also our competitive advantage. To maintain this advantage, we are looking to hire an analytical & customer obsessed Director, Data Engineering, AI/ML & Analytics (Customer Care). The leader in this role will be responsible for building a world class Data & Analytics function for Chewy Customer Service (CS).
Chewy Customer Care is undergoing a transformation fueled by AI, ML, and large-scale intelligence platforms. We are seeking a Director to lead the strategy and execution of data engineering, AI/ML, and analytics capabilities that power customer experience at scale. The leader must have a sufficient technical background to understand the technologies and technical issues involved with the product, to be able to anticipate and identify critical technical obstacles, and to make accurate technology decisions.
This leader will own the vision, strategy, and execution of the AI/ML and intelligence foundation for Chewy Customer Care-building the tools and underlying infrastructure that transform millions of customer interactions into actionable insight. They will architect and scale an AI-powered conversation-intelligence platform that listens across calls, chats, emails, reviews, and comments, and turns unstructured text into high-fidelity signals such as reasons/intents, defects, entities, sentiment, summaries, and agent-quality markers. Through advanced LLMs, governed taxonomies, and evidence-backed outputs, this leader will turn what customers tell us every day into a shared source of truth that powers operational excellence, proactive detection, and real-time decision-making. Their work will enable every team at Chewy to anticipate issues, improve experiences, and deliver care with consistency and heart-at a scale we could never reach one conversation at a time.
The Director, Data Engineering, AI/ML & Analytics (Customer Care) must be able to manage project schedules and task details and utilize project management tools such as reports, tracking charts etc. The role comes with significant autonomy, independence and visibility to C level leadership. It is a senior role, requiring ability to write papers for C Level review and drive CS strategy.
What you'll do:

• Provide strong leadership and vision for how to drive a Data and Analytics team to create changes in business partnerships, analytics, and metrics/reporting
• Lead the development of an AI-powered intelligence platform that listens to millions of customer interactions (contacts, comments, reviews) and transforms unstructured text and transcripts into clear, ready-to-use business signals.
• Partner with engineering, product, and operations to embed ML-driven intelligence directly into frontline tools, workflows, and decision-making systems.
• Build intelligence from raw customer interactions by applying LLMs, NLP, and ML pipelines to generate high-fidelity "conversation intelligence" - including reasons/intents, defects, entities, sentiment, summaries, and agent-quality markers.
• End to end ownership of the data engineering and business intelligence team, including gathering inputs from leadership and partner teams, roadmap planning and prioritization, promoting best practices, and mentoring and developing your team
• Leading analytics for cross-functional projects across multiple geographies working with senior business leaders on major initiatives
• Drive development of tools, reporting improvement and automation worldwide, and create new innovative and insightful reports in a timely manner
• Implement best practices around data extraction, collection, transformation and processing
• Identify key resources and provide the direction required for meeting project objectives
• Ensure appropriate management, operations & technology involvement throughout project lifecycles
• Possess the ability to lead and motivate people and encourage teamwork, an ability to communicate effectively with senior management, and a clear vision of what determines a successful solution for the customer and for the company
• Design best practices for big data processing, data modeling, and warehouse development for Chewy's Customer Service business

What you'll need:

• 10+ years of experience in Data Engineering and Analytics field including 5+ years of successful business intelligence or analytics team management experience, including hiring, employee development, performance management, and delivering results.
• Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
• Experience deploying ML models (LLMs, NLP, classification, text analytics) into production environments. Experience building cloud based ML stacks, governed taxonomies and implementing model evaluation, observability, and monitoring frameworks
• Experience with big data architectures and data modeling to efficiently process large volumes of data
• Excellent knowledge of data warehouse, Data lake principles and reporting. Expert in data engineering, building data warehouse, data mart and data pipelines
• Experience gathering business requirements, using industry standard business intelligence tools to extract data, formulate metrics, and build reports
• Understand end to end data management interactions and dependencies across complex data pipelines and data transformation and how they impact business decisions
• Experience using SQL, advance SQL, ETL, and big data technologies in a business environment with large-scale, complex datasets
• Proven track record of successful communication of analytical outcomes through written communication, including an ability to effectively communicate with both business and technical teams
• Experience with various tools and technologies like Redshift, S3, ADP, Glue, EC2, Python, Oracle, Spectrum, Athena, OBIEE, Tableau etc. in building Data and Analytics platforms.
• Experience with implementing data governance/management best practices
• Experience in driving change/transformation through a larger operations focused organization

Bonus:

• Received a Master's degree
• Experience in setting up data organizations. Experience with statistics or Machine Learning methodologies a plus.

Why Chewy Customer Service?
It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best - no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, and happy hour. Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.

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, an annual bonus potential, 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.
Salaried-exempt 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.
Base Salary Range
$199,500-$318,500 USD
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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