Associate Director, Program Management, Chewy, MA, US

Our Opportunity:

Chewy is looking for an Associate Director of Program Management to join our Customer Care (CC) Program team.  In this role, you will lead a team of program managers responsible for large value stream initiatives that lead to a defect free customer experience and seamless execution. You will partner directly with Customer Care, external senior leaders and cross-functional stakeholders to deliver results by improving customer experience, eliminating defects and building processes that scale.

Ideal candidate excels in critical thinking, operational execution, data-driven decisions, collaboration, and translating analyses into actions. This individual is highly proficient in developing talent and leading cross-functional programs while being able to operate with minimal direction from leadership. Strong written and verbal communication skills are required as this role will lead teams, interface directly with executive leadership, and own prioritization of program initiative needs across multiple teams. A successful leader has a passion for simplifying complex processes, ability to influence senior executives and has proven results in delivering and managing large scale programs. The leader should have experience with business strategy, operations, and building high-performing organizations. The role provides broad exposure to the strategy, operations, and leaders and will be an entrepreneurial, career-defining role.

What you'll do:

• Collaborate closely with senior management (Senior Director+) to influence, prioritize, and implement projects across multiple functional groups and customers
• Mentor, coach, and develop experienced CC Programs team members to lead in highly complex spaces and deliver to CC goals.
• Provide hands-on guidance to multiple value stream leaders in developing defect reduction roadmaps, managing processes, influencing for prioritization and advocating for the Voice of the Customer to stakeholders.
• Program manage cross-functional initiatives related to change management, seeing the broader connections across value streams.
• Lead recurring business reviews to share team progress, wins, and opportunities through the utilization of data.
• Establish KPIs and goals to provide accountability and measure success.
• Leverage SME knowledge to influence decision-making to enhance collaboration and achieve shared goals. Collaborate with product and technology teams to influence roadmaps based on customer service needs and priorities.
• Establish credibility as a trusted partner by providing valuable insights, defects and data-driven recommendations.
• Ensure mechanisms for inspection of the processes within your value streams, which could include regular Gemba walks and process reviews.

What you'll need:

• Bachelor's degree in a related field preferred (Technical, Business, Management)
• Master Black Belt/Six Sigma Black Belt Preferred
• Strong analytical and problem-solving skills, including the ability to provide objective feedback and accurate root cause analysis
• Strong leadership skills with minimum of 5 years managing experienced leaders.
• Ability to write papers for CXO level review and drive Customer Care Strategy
• Proven experience delivering large scale initiatives on tight timelines.
• 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.
• Passion for data and an obsession to use data to drive value for customers and Chewy.
• Strong understanding of Ecommerce and retail strategies across pricing, assortment, fulfillment, and inventory management
• Exemplary stakeholder management and prioritization skills using systems, processes, and scalable frameworks.

Bonus:

• MBA or equivalent advanced academic degree
• Project Management Certification