Chewy
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Bellevue, WA

Associate Director Operations Program Management

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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).

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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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