Director, Customer Experience and Defect Elimination

Our Opportunity: 

At Chewy, we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box of ways to delight, surprise, and thank our loyal pet lovers!

Customer Care is the key to success in our mission and what makes us successful. To maintain this advantage, we are hiring a Director, Customer Experience and Defect Elimination to join our Customer Care (CC) team at one of our hub locations (Bellevue, WA, Plantation, FL, or Dallas, TX). This leader will build an elite, technology/Data enabled programs organization that delivers an extraordinary end-to-end customer experience. This leader will build and lead a team that sets the vision and end-to-end Customer Care strategy, eliminating defects across the journey and launching, scaling, and expanding new offerings. As the business owner for our insights and quality platforms, they own the Customer Care mechanisms that convert customer signals into prioritized action and build a world-class Voice of Customer and Quality infrastructure that scales with the evolving needs of pet parents and internal teams, raising the bar on experience. They align priorities and interface frequently with senior leaders. They drive solutions that improve customer satisfaction and loyalty and champion the long-term customer experience vision. By uniting customer insights, business priorities, and operational excellence, they shape how Chewy delivers extraordinary service today and in the future. As a strategic partner to leaders across Chewy, the Director sets the vision and direction for the Customer Care programs organization. 

This role orchestrates cross-functional partnerships across Customer Care (Contact Center Operations, Learning & Development, Product & Tech, Analytics/Data Science, Resource Planning & Forecasting, HR) and enterprise teams to build integrated roadmaps and delivery mechanisms for a best-in-class experience. The leader scales by leveraging data and technology that turn customer signals into prioritized actions and deployable improvements.

What You'll Do:

• Provide strong leadership and vision for how to deliver an extraordinary CC experience through the team as well as business partnerships across the enterprise
• Lead customer experience defect elimination across the end-to-end customer journey (Pre-Order, Storefront, Ordering, and Post-Order) spanning Core, Healthcare, and Emerging Businesses
• Lead Chewy’s Voice of the Customer (VOC) program, ensuring customer insights and feedback are systematically captured, analyzed, and translated into meaningful improvements across the Customer Care journey
• Lead Chewy’s Quality programs, driving consistency in service delivery and ensuring the highest standards of excellence in every customer interaction
• Lead cross-functional technical projects across multiple geographies working with senior business leaders on major initiatives
• Implement best practices around Lean Six Sigma process improvement. Collaborate with enterprise leaders to ensure alignment on deliverables and timelines
• Set up infrastructure to identify, detect and resolve CX gaps.

What You'll Need:

• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related quantitative degree
• 10+ years of experience in program management or similar senior leadership positions
• Master Black Belt/Six Sigma Black Belt preferred
• Experience with various Customer Service tools/products and technologies
• High degree of comfort in leveraging AI/ML to drive solutions
• Strong analytical and problem-solving skills, including the ability to provide objective feedback and accurate root cause analysis
• Exemplary written and verbal communication skills using data to recommend and drive actions
• Proven experience leading teams and delivering results in ambiguous and resource constrained environments
• Communicate effectively with senior management and convey a clear vision of what determines a successful solution for the customer and for the company
• Exemplary stakeholder management and prioritization skills using systems, processes, and scalable frameworks
• Proven experience delivering largescale initiatives on tight timelines
• The position will require occasional travel (<20%)