Associate Director Operations Program Management
Our Opportunity:
Chewy is looking for a highly motivated, goal-oriented, dedicated Associate Director, Program Management to join our Customer Service Operations team. In this role, you will help support the development, launch and future road map of strategic initiatives that help grow and scale our Customer Service Operation. The right candidate will be a self-starter and have an entrepreneurial spirit towards problem solving and innovating on the fly. In addition, you will drive continuous improvement efforts and ensure both the agent and customer experience is protected and enhanced.
What you’ll do:
- Manage medium to large scale projects from charter to steady state
- Engage and influence senior business leaders across Customer Service in functional areas like Operations, Workforce Planning, Learning & Develop, Product/Technology and Quality
- Design new processes and improve existing ones based upon business and customer needs
- Develop and update best practices and standard operating procedures to drive efficiency and productivity
- Develop, maintain and monitor key metrics to assess the impact of specific strategies and initiatives
- Mentor entry level project and program managers
What you’ll need:
- 7-10 years of experience in project and/or program management
- Bachelor’s degree in Business Administration, Math, Economics, Finance, Operations Management, Operational Research, Statistics, Supply Chain or a related quantitative degree.
- Strong change management skills, ability to challenge status quo and a comfort level with operating in an ambiguous environment
- Excellent written and verbal communication skills
- Strong leadership, problem solving and analytical skills
- Able to build strong business relationships at all levels and effectively communicate across functional teams
- Must have excellent presentation skills including use of common tools such as Microsoft Word, Excel, and PowerPoint
Bonus:
- Prior e-commerce, retail or call center experience
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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).