Chewy
We're on a quest to help people connect through pets.

Senior Quality Assurance Program Manager at Chewy

| Seattle
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Our Opportunity:

Chewy is seeking an experienced Senior Program Manager - Quality Assurance to join our Customer Service team based in Seattle, WA. This critical role will help ensure Chewy continues to deliver the best possible experience for our customers when working with our front-line Customer Service Representatives.

In partnership with multiple stakeholders, this role will own the development and implementation of Chewy’s Quality Assurance program by identifying, measuring, and ultimately eliminating obstacles to the best possible customer contact experience. This function will leverage speech + text analytics, customer contact data, survey information and agent feedback to help us continually evolve guest experience across a multi-site contact center network.

To be successful, this individual must be highly motivated, team focused, organized and detail oriented and possess solid analytical, problem-solving, and interpersonal skills. The ideal candidate will be internal and external customer obsessed, have a passion for problem solving, a track -record of amazing execution of cross-functional initiatives and exceptional at using data to drive decisions. This is a high-visibility role, creating and driving the delivery of a multi-year roadmap of mechanisms to build and maintain a 7-star customer contact experience.

What You'll Do:

  • Ideate and execute the Quality Assurance roadmap to understand, report out and improve upon a best-in-class customer contact experience for Chewy’s customers
  • Build a well-oiled, closed feedback loop that connects insights from customer contacts and agent interactions back to Operations, Learning and Development, front-line team members to further a culture of coaching, development, and continuous improvement
  • Identify gaps and engineer solutions in front-line team performance, processes, and systems to launch new initiatives with customer-obsessed, high-quality execution across multiple functional teams
  • Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders
  • Measure key quantitative indicators such as service levels, concession rates, repeat contacts, customer satisfaction, and more through dashboards and ad hoc queries to drive meaningful improvements to the customer experience
  • Communicate clearly and effectively across multiple teams and leadership levels including project/program status, c-suite presentations, and updates
  • Hire and develop a team of program managers, QA analysts and more

What You'll Need:

  • Bachelor’s degree or equivalent experience in Business, Computer Science, Supply Chain, Finance, Engineering, or related field
  • 7+ years of industry experience in the contact center, customer support, ecommerce, operations, program management or engineering fields. 3+ years of this experience should be in the customer support/contact center field
  • Solid analytical skills, particularly comfort in using data to help identify and solve ambiguous (process and/or behavioral) problems
  • Demonstrated ability to think big, influence and deliver across all levels of an organization
  • Superior professional writing and communication skills
  • Some (up to 15%) travel required

Bonus:

  • MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters level degree
  • Proven track record of building high-performing teams
  • Experience in ecommerce, healthcare, new market expansion, and/or new technology product launches
  • Successful delivery of process and/or technology solutions, and familiarity with service-oriented architecture

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS
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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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
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
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

Jobs at Chewy
4

All Jobs
All Jobs
Data + Analytics
Dev + Engineer
Operations
Tap to close

Sr. Business Intelligence Engineer - Personalization/Recommendations

Chewy
Seattle
3 days ago
+50
We are seeking an individual with excellent statistical and analytical abilities, data engineering skills and importantly an uncanny knack and passion for turning qualitative analysis and observations into diagnostics and metrics. The successful candidate will be a self-starter and someone who thrives in a fast-paced and ever-changing environment, driven by a desire to innovate and move fast. You know and love working with business intelligence tools, can model multidimensional datasets, and can partner with customers to answer key business questions. You are analytical and creative, and you don't quit.

Software Engineer -Supply Chain

Chewy
Seattle
1 week ago
+50
Chewy is looking for a Software Engineer to join the Supply Chain Technology organization in Seattle, WA This engineer will help develop and execute the services and functions for their team, and thereby help Chewy to accelerate technological growth and reach new customers. This is a high visibility and high impact role with influence that cuts across all of Chewy’s technology organization. The supply chain technology organization develops micro-services and tools that enable, support, and optimize processes and practices for order fulfillment, and inbound and outbound logistics. This role includes the development of new systems, and orchestrating the migration existing systems into micro-services. Further, this engineer will collaborate across the engineering organization to create best practices help to map the overall ecosystem for Chewy's service architecture.

Senior Software Engineer Java/Merch

Chewy
Seattle
1 week ago
+50
Chewy is hiring a Senior Software Engineer, Java for our Merchandising Platform team in Seattle, WA. This is a high-profile position that will have exposure across the entire business, influencing the vision and implementation of architecture, design and features for this critical business line. As part of a dynamic team, this role offers a tremendous opportunity for professional growth in the leading online pet retailer in the US. The role will allow you to act as an individual contributor as part of a team of strong engineers building services for Chewy’s Product Catalog Platforms. The role will have tremendous visibility in the technology & business organization of Chewy

Associate Director, Category Management

Chewy
Seattle
1 week ago
+50
Our Opportunity: Chewy is hiring an Associate Director of Category Management to lead our stellar Merchandising team in Seattle, WA. The Associate Director of Category Management will own the business growth strategy, category P&L delivery, and continuously assess products and services to stay ahead of the competition. The Associate Director of Category Management will be a team leader and mentor in a high-pace environment so clear and effective