The Director, Customer Care Strategy and Defect Elimination is responsible for enhancing customer service at Chewy by leading programs that eliminate defects across the customer journey. The role involves collaboration with various departments, implementing process improvements, and ensuring alignment with strategic goals to create a best-in-class customer experience.

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.

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.