The Associate Director leads the Voice of Customer team at Chewy, driving the understanding and improvement of customer experience through actionable insights. Responsibilities include implementing feedback tools, conducting competitive assessments, and building a feedback loop that impacts multiple departments. Effectively communicates insights and progress to various stakeholders while holding teams accountable for enhancing customer satisfaction.

The Director, Customer Care Strategy and Defect Elimination at Chewy will lead the CC Programs organization in improving customer experience, defect reduction, expansions, and process improvement. Responsibilities include providing strong leadership, implementing best practices, leading cross-functional projects, and tracking program plans for execution and readiness.

The Senior Operations Manager will oversee the licensed agent contact program, managing daily operations, driving agent performance, and ensuring compliance with regulations. The role involves mentoring team managers, leading strategic initiatives, and fostering continuous improvement. Collaborating across teams, this position aims to align operational capabilities with broader business strategies.