Our Opportunity:
Chewy is looking for a versatile Associate Director, Strategy and Enablement, to drive the long-term strategy and operating model across Customer Care. This role will drive improvements to the operating rhythm by developing and maintaining strategic internal partnerships, developing programmatic rigor, ownership of escalation scenarios, and executive communications. You will instill a sense of urgency when partnering with teams across Chewy to ensure strategies are aligned and we are delivering on our commitments. You will own key planning deliverables including our long 5 year plan, our yearly operating plan and goal management. You will be responsible for new business development, taking ideas and turning them into reality. You will own and improve our change management process, ensuring alignment for global changes across departments. This role requires a unique mix of process ownership, executive account management, and the ability to navigate sensitive situations coupled with an assertive and data-driven engagement across teams to ensure we are delivering long term value to the organization. If you are a builder at heart that loves improving the lives of pet parents, this is the role for you.
What you'll do:
- Innovate, engage, and be the driving force behind the coordination, management and execution of the strategic operating plan (long term and yearly).
- Effectively communicate and negotiate with senior leadership on resources and priorities to ensure alignment to plans.
- Partner across teams to lead the operating model of the business including business reviews, goal tracking, change management and executive reporting.
- Coordinate action plans on departmental goals; ensuring we stay on track. Report out regularly on progress.
- Analyze large data sets and dig into details to assess trends along with areas of opportunity to have biggest impact to customer experience.
- Manage new business development and provide analysis and program support to emerging business needs.
- Be responsible for the emerging event process. Ensuring program support and communication for any new or emerging executive issues.
- Lead continuous improvement activities. Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
- Responsible for encouraging a Customer First Culture, including education and advocacy across the entire Customer Service network, and beyond to partner teams.
- Ability to think out of the box and drive solutions that scale enough with current growth. Must be flexible, have dynamic and innovative mindset with strong emphasis on customer experience and safety.
- Partner with multiple functions to develop content leveraging a deep understanding of Chewy's processes, including flows and standards.
- Work with product/technology and operations leadership to identify process bottlenecks and build solutions.
- Ability to occasionally travel (10-15%) to different sites throughout US.
What you'll need:
- 8+ years' experience in strategy and program management in a leading role. Direct customer service experience strongly preferred.
- Bachelor's degree in a related field preferred (Technical, Business, Management)
- Strong written and oral communication skills that allow for effective communication across all levels of the organization, including our CEO.
- Proven track record to drive and manage multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.
- Lean, Black Belt/Six Sigma Black Belt experience preferred.
- Strong analytical and problem-solving skills, including experience in statistical analysis coupled with the ability to provide objective feedback and accurate root cause analysis.
- Excellent project management skills and experience
- A proven track record of driving change and delivering results.
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 our company, 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: Chewy Privacy Policy.
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, 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].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.